SLA / Ops Health

INCOMING state (nightly snapshot from the Mac mini) · audit chase ages vs the 24-hour SLA

INCOMING breakdown (latest snapshot)

Class	Count	Meaning

Calendar reconcile — expected vs received

Status	Count	Oldest survey	Meaning

Outstanding FTR-NO chases by age

Queue	< 24h	1–3 days	3–7 days	> 7 days 🔴	Total open

Open = FTR-NO whose status is not FTR-Yes / Relodged. >7 days = SLA breach needing escalation.