Understanding SLA Indicators

Every workflow task in Papyrus has an SLA — a target time by which it should complete. The traffic-light badge tells you where you stand.

The colours

🟢 Green — comfortably within SLA. More than 20% of the SLA window remaining.
🟡 Amber — getting close. Less than 20% of the SLA window remaining.
🔴 Red — SLA breached. The deadline has passed.

The colour updates in real time. A task that goes from green to amber while sitting in your queue means: act soon.

What happens at each threshold

At 80% of SLA (amber)

A reminder notification fires to you (in-app + email if configured)
The task moves to the top of your queue's “amber” bucket

At 100% of SLA (red)

An escalation notification fires to your manager
The task is highlighted in the workflow analytics dashboard for the Workflow Designer
The audit log records the breach

At 150% of SLA

A Tenant Admin alert fires (visible in Admin → Workflow Insights)
The task continues to wait for your action — Papyrus does not auto-approve or auto-reject

At 200% of SLA

The workflow is flagged for re-routing review
The Workflow Designer is invited to investigate whether the step itself is structurally problematic

What the SLA doesn't do

It doesn't:

Auto-approve when it expires (approvals must be human-driven)
Penalise you personally (it's informational, not punitive)
Pause for weekends and holidays unless the workflow is configured to (most are)

Pause for weekends and holidays

Most workflows are configured with business-hours SLA. A 24-hour SLA assigned on Friday at 3 PM means: action expected by Monday at 3 PM, not Saturday at 3 PM.

Tenant Admins configure the holiday calendar under Admin → Workflow Settings. Kenyan public holidays are pre-populated; you can add organisation-specific ones (e.g., your founder's day).

Where to see SLA at a glance

Your queue at Workspaces → Workflows → My Approvals: sorted by SLA urgency by default
Dashboard widget: “Pending Approvals” shows the worst SLA among your open tasks
Email notifications: include the SLA deadline in the email body
Mobile app: push notifications fire at the amber threshold

When you can't meet an SLA

Delegate to a colleague (the SLA travels with the task)
Request an extension (the workflow designer can approve case-by-case)
Acknowledge the breach in advance by leaving a comment on the task — the audit log captures that you're aware and intentional

What admins do with SLA data

Workflow Insights reports:

SLA compliance rate per workflow type
Worst-offending steps (where breaches cluster)
Approver-level breach rate (training opportunity, not punishment)
Time-of-day and day-of-week patterns

This data drives SLA tuning — sometimes the SLA is unrealistic, sometimes a particular approver needs help.