Coordinators, service managers and organization owners
Service deadlines and escalations
Set company working calendars and track response and resolution commitments.
What to do
- Open Service deadlines and Create service policy. Enter your agreed response and resolution targets in working minutes; no contractual values are supplied by Zenithron.
- Enter the time zone, working weekdays, one daytime start/end window and holiday dates. Enter the warning period in elapsed minutes. Save the policy with a reason.
- Assign the policy to an open case and select the escalation owner. Targets begin at case creation, not at policy assignment. Older cases can therefore already be overdue.
- Review approaching and overdue deadlines. Acknowledge an escalation with a reason. Record the first response and later the resolution when they actually occur.
- If your agreed process permits a pause, select Pause with reason. Resume when work can continue. Pausing an already overdue target cannot erase its breach.
Before you continue
Policies are immutable. Changed terms require a new policy; existing cases retain their assigned policy.
Escalations are visible in this workspace. No email, SMS or push notification is sent. Owners should review the list during their working process.
Recording resolution here is separate from closing the service case. Record both when appropriate. All milestones are recorded at the current server time.
Only one daytime working window is supported per policy; overnight/split shifts are not supported. The scheduling horizon is two years.
Questions and troubleshooting
Do weekends and holidays count?
Only selected working days and working hours count toward the target. Listed holiday dates are excluded in the policy time zone.
Can I change a deadline without others noticing?
Actions require a reason, are audited and reject a stale record version. Reload changed records before continuing.
Is a warning measured in working minutes?
No. Targets use working minutes; the advance-warning window uses elapsed minutes before the resulting deadline.