SLA tracking
Claims are a promise to your brand customers, and promises need a clock. Claim Core tracks three of them, configured in hours, and surfaces the state of each on the claim list so your team can prioritise by what is closest to breaching rather than by what arrived first.
The three clocks
First response
Starts when the claim is submitted, stops the first time your team moves it out of Submitted. This is the promise that somebody looked at it.
Decision
Starts when the claim is submitted, stops when you accept or reject it. This is the promise that matters commercially, because it is the one the brand feels.
Brand response
Starts when you move a claim to Awaiting Info, and measures how long the brand takes to come back. While it runs, the decision clock is paused, so time you spend waiting on someone else is not counted against your own target.
What the indicators mean
More than a fifth of the window still remaining.
A fifth or less of the window remaining. The threshold is proportional rather than a fixed number of days, so a four-hour target warns you long before a four-day one does.
The deadline has passed without the clock being stopped.
You stopped the clock in time. A claim answered within its target stays marked as met, so a breach elsewhere on the claim never rewrites a promise you actually kept.
Setting your targets
Go to Settings, then SLA. What you set there is your organisation default, applied to every brand that has not been given its own.
To give one brand a tighter promise, open Settings, then Brands, choose the brand, and set its overrides. Leave a field blank and that brand keeps the organisation default, so you only ever state the exception.
Targets are set in hours. One working day is 24, a week is 168. Changing a target applies to claims already open, so expect the indicators on your list to move the moment you save.
Claims a brand is deciding
When you route a brand's shopper claims to the brand first, those claims are not yours to breach: they are left out of the breach count on your dashboard. If the brand passes one to you, both clocks restart from the moment of the hand-over, so you are measured from when you got it.
Where it shows up
- On the claims list, so the team works the right claim next.
- On the dashboard, as a count of what is at risk right now.
- In reporting, so you can show a brand what you actually delivered against what you promised.