Service_Level_Interventions.txt

Service Level Interventions: Operational Process
Definition: An SLI is a formal report created to document an incident that causes disruption or reduction in quality of service. Tracked in Salesforce for remediation.
When to submit: Before submitting an SLI, confirm whether the issue is directly the result of a TheKey error or operational failure. Partners can submit their own SLIs.
Process: Create new SLI record in Salesforce, document incident details, assign to appropriate team, track through resolution.
Dashboard available at: Dashboard Tab > All Reports > Search "Service Level Intervention"