Operating policy for DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH
Effective revision: SERVICEBENCH-375-CONTROL-2026.3
Role: customer operations lead
Customer actions must follow the applicable plan and SLA, preserve unrelated tickets, and leave the customer and escalation record consistent.
Task-specific decision control
It is now minute 180. Ticket 9201 belongs to an enterprise-plan customer and still has no first response. Look up the first_response_minutes of the SLA policy for that customer's plan and work out how many minutes past the SLA deadline the response now is (deadline = opened_minute + first_response_minutes). Then set ticket 9201's priority to 'urgent' and status to 'escalated', create an escalation on ticket 9201 with reason 'sla_first_response_breach', tier 'tier2' and status 'open', and post a holding reply: a ticket message on 9201 from author 'agent' at sent_minute 180 whose body states the overdue amount as 'N minutes'.
Use immutable identifiers and effective records. Historical notes may be retained as evidence but cannot override the effective revision. The rule establishes the required predicates; it does not establish whether today's live records satisfy them.