Glossary¶
Breach¶
The issue missed the configured SLA target.
Command Center¶
The project-level operating view. It shows project readiness, measured compliance, live risk counts, and recommended next action.
Admin¶
A tenant role with access to Command Center, Operations, Analysis, and the Setup area.
Critical case¶
An issue under high SLA pressure, usually T1 or T2 in the ICU operating views.
Business hours¶
A calendar mode where SLA time counts only during configured open hours, optionally excluding holidays.
Deadline mode¶
An SLA policy mode where one completion deadline is measured instead of separate response and resolution targets.
Eligible issue¶
An issue that passes project filtering and is not excluded by SLA inclusion rules.
Health Monitor¶
The live vital signs view for SLA operations. It shows health score, triage distribution, active alerts, and project health.
Health score¶
A live percentage indicating how much of the active issue set is not critical.
Import¶
A source job that brings existing source issue history into SLApulse.
Member¶
A tenant role with access to Command Center, Operations, Analysis, and Profile. Members do not manage Setup pages such as Projects, workspace Settings, Users, or Billing.
No-effect status¶
A source status event that SLApulse observed but that does not map to an SLA state change.
Observation¶
A non-critical issue that is not yet T1/T2 but should stay visible because it may deteriorate.
Pause¶
A workflow meaning that stops SLA time while the issue waits.
Reconcile¶
A source job that refreshes source data using checkpoints and an optional date window.
Setup area¶
The Admin-only app area that contains Projects, workspace Settings, Users, and Billing.
Running¶
An SLA measurement that has started but is not completed or breached.
Start¶
The workflow meaning that begins SLA tracking. A reliable observed Start is required for inclusion.
Stop Response¶
The workflow meaning that completes the response measurement in response/resolution mode.
Stop Resolution¶
The workflow meaning that completes the resolution measurement in response/resolution mode.
Terminal¶
The workflow meaning that marks the issue as finished.
Triage Board¶
The operational queue that groups active and paused issues by T1-T5 urgency.
Triage level¶
The live urgency classification used in Operations. T1 is most critical and T5 is healthiest.
Unresolved excluded¶
A running or paused measurement excluded from report compliance percentages because it is not complete.
Vital signs¶
Live indicators such as health score, active issue count, critical count, triage distribution, active alerts, and project health.