Total Open
4
Pending
1
Escalated
1
L1: 2
L2: 1
L3: 1
SLA Breached
2
Resolved Today
2
Escalation Matrix
Level 1
2Hub Staff
SLA: 30 min response
Level 2
1Supervisor
SLA: 60 min response
Level 3
1Hub Manager
SLA: 120 min response
| ID | Type | Reference | Client | Priority | Level | Status | SLA | Created | |
|---|---|---|---|---|---|---|---|---|---|
| EX-001 | Missing | PCK-321 | Amazon | High | Level 1 | Pending | Due 10:20 | 09:20 | |
| EX-002 | Damaged | PCK-456 | Amazon | Medium | Level 1 | Investigating | Due 10:15 | 09:15 | |
| EX-003 | Driver No-Show | DRV-005 | NiceOne | Critical | Level 3 | Escalated | Breached | 09:15 | |
| EX-004 | Late Truck | — | Labneh | Low | Level 1 | Resolved | Met | 10:25 | |
| EX-005 | Extra | PKG-789 | NiceOne | Medium | Level 2 | Investigating | Breached | 08:45 | |
| EX-006 | Unscannable | PKG-102 | Amazon | Low | Level 1 | Resolved | Met | 08:55 |