1.2 SLA Check-in

What this is

The Daily SLA Check-in is a structured Slack message posted to #operations every morning and evening. It surfaces every ticket that is approaching or past its SLA threshold so the responsible architect can take action. This is Manuel's primary tool for proactive operations monitoring.

Always post in #operations — not #architect-success, not #general. The #operations channel is the dedicated home for SLA monitoring and ticket management.

Timing

Post	Time
Morning check-in	~8:00 AM EST.
If delayed	Add a note at the top of the message explaining the delay — the team notices if it's late

Message format — copy this template every time: Start every check-in with the date and time in the header. Keep the same emoji and format — consistency makes it scannable over months of history.

💌 Daily SLAs Check-in: [Month Day] at [Time] 💌

First Response SLA:

[Tickets in NEW that have not received a first response within 24 hrs] — OR — Nothing new 🌊

Next Response SLA:

[Tickets in ACTIVE/REVIEWING where a project hasn't had a response in more than 24 hours] — OR — Nothing new 🌊

Overdue SLA:

[Tickets past their delivery SLA date in BUILDING] — OR — Nothing new 🌊

Tickets silent for more than 3 days (Reviewing, Needs Feedback, Building, Completed for you to check and Close):

Reviewing:[Tickets in ACTIVE/REVIEWING where a project hasn't had an update in more than 72 hours] OR - Nothing new!

---

Needs Feedback:[Tickets in ACTIVE/NEEDS FEEDBACK where a project hasn't had an update in more than 72 hours] OR - Nothing new!

---

Building:[Tickets in ACTIVE/BUILDING where a project hasn't had an update in more than 72 hours]OR - Nothing new!

---

Completed:[Tickets in ACTIVE/COMPLETED FOR YOU TO CHECK AND CLOSE where a project hasn't had an update in more than 72 hours] OR Nothing new!

How to tag tickets

Each line in the check-in follows this pattern:

[Client Name]:

@[Architect] — Ticket [HubSpot Project ID hyperlinked to ticket link] — [one-line context if needed]

Context should be short and actionable — not a summary of the ticket. Examples of good context:

More than 24 hours without a reply
In Reviewing more than 72 hours
Not SLA but do you mind updating the Delivery SLA Time?
Should this be moved to Completed for you to check and close?

Which tickets go in which section

Section	What to include	SLA rule
First Response SLA	NEW tickets where no first message has been sent to the client	24 hours from ticket creation
Next Response SLA	ACTIVE or REVIEWING tickets where a reply from the agent is overdue	24 hours from last client message
Overdue SLA	BUILDING tickets where the Delivery SLA Time date has passed	Based on the date set in the Delivery SLA Time property
Reviewing >3 Days	Tickets in Reviewing stage with no update in 72+ hours	72 hours in that stage
Needs Feedback >3 Days	Tickets in NEEDS FEEDBACK stage with no update in 72+ hours	72 hours in that stage
Building >3 Days	Tickets in BUILDING stage with no update in 72+ hours	72 hours in that stage
Completed >3 Days	Tickets in COMPLETED FOR YOU TO CHECK AND CLOSE stage with no update in 72+ hours	72 hours in that stage

Exception: ongoing and phased tickets

Some tickets are long-running multi-phase engagements where the delivery date constantly rolls. These should not appear in the daily check-in every day.

If an architect tells you a ticket is an ongoing phases engagement — stop tagging it
Ask the architect to leave a note on the ticket explaining the ongoing nature
You can also mark it yourself with a note: 'Ongoing phases ticket — not tagging in SLA check-in until delivery milestone set'

What to do if a ticket has no company or owner: Open the ticket and see who is on the email message as the sender. This usually happens when a new contact from the company sends a ticket to task@revgravy.com or someone from the team fowards it and HubSpot can't recognize the owner. Use your judgement or ask Architect.

1.2 SLA Check-in

Format, timing, tagging logic, and exception handling