SLA tracking monitors whether your team is meeting time-based targets — like contacting new inquiries within 24 hours or following up every 7 days.
How it works
KeepSight runs automated checks on a regular schedule. It compares each client’s current pipeline stage and last activity against the SLA thresholds configured for that stage. When a client exceeds the threshold, the system flags the enrollment as breaching and creates a notification.
What’s monitored
Contact SLAs — How long since the last contact attempt. If the follow-up interval is 7 days and there’s been no contact in 10 days, the client shows as overdue.
Stage time SLAs — How long a client has been in their current stage. If the expected time in Intake is 14 days and a client has been there 20 days, it’s flagged.
Expiration scans — Separate from stage SLAs, the system checks for upcoming expirations daily: authorization end dates, RBT certification dates, and document expiry dates. Notifications are created based on configurable warning windows (e.g., 60, 30, and 14 days out).
Where SLA breaches appear
Overdue clients show up in the Intake Workbench at the top (red tier). The dashboard’s Overdue Followups card shows a count, and the Pipeline Summary shows a red badge on stages with active breaches.
Things to know
- SLA thresholds are configured by your admin in Settings → Pipeline. They control: first contact SLA hours, follow-up interval days, max contact attempts, and whether SLAs count weekdays only.
- Expiration warning windows are configured in Settings → Notifications — you can set multiple warning points per type.
- SLA tracking is automatic. You don’t need to do anything to enable it beyond configuring the thresholds.