SLA

An SLA (Service Level Agreement) in Papyrus is a target time by which a workflow step must complete. SLAs are set per workflow step — e.g., “Manager approval: 24 hours from assignment”.

Papyrus tracks SLAs in real time:

• Green indicator: comfortably within SLA
• Amber indicator: 80% of SLA elapsed
• Red indicator: SLA breached; escalation triggered

When an SLA breaches, the escalation chain fires:

1. Reminder to the assigned approver
2. Escalation notification to their manager
3. Tenant Admin alert
4. Workflow Designer review (for structural fixes)

SLA analytics over time identify bottleneck approvers, workflow steps that need redesign, and times of year that compress capacity.

Note: SLA also exists in the vendor sense — Papyrus.io's own uptime SLA to its customers. Don't confuse the two in a single conversation.

See also

• Workflow
• Approval
• Eliminating Approval Bottlenecks