Configure SLA targets

#Page purpose

Define acknowledgement, turnaround and L1–L3 post-breach escalation timing for legal services and priorities.

#Before you start

• Sign in as legal administrators and confirm WatheeqTech shows /lex/admin/sla-targets; hidden controls indicate that your account lacks the required permission.
• Prepare the approved bilingual values, policy decision or connector details before opening a form; do not use production records as test data.
• Collect the reason, authority and supporting evidence required for any governed decision or state transition.

#How to use this page

1. 1
   Assess the current configuration

   Choose the service and priority scope, then check existing rows so a new target does not create ambiguous SLA coverage.

2. 2
   Make the governed change

   Set acknowledgement and turnaround working time plus strictly ordered L1, L2 and L3 escalation offsets; use the page preview before saving.

3. 3
   Validate the configuration

   Monitor a representative clock and confirm its due and escalation timestamps honor the selected service target and active working calendar.

#Governance and expected result

• Operate only within the tenant, role and record visibility granted to you.
• Record the decision, reason and supporting evidence before completing a governed action.
• Check dependent services, roles, records and policies before deleting, deactivating or changing precedence.
• Use preview, evaluator, conflict-check or test controls when the page provides them, and verify the audit result after saving.