Managing Exceptions and SLA Risk at Scale
Designing exception-handling workflows that help operations teams focus on the few issues that actually threaten SLAs, without drowning in noise.
In large, SLA-driven operations, exceptions are constant — late vehicles, partial data, missed checkpoints, and cascading delays.
Most systems surface everything that goes wrong, leaving teams to manually decide what matters, what can wait, and what will escalate if ignored.
Operations teams were accountable for SLA adherence, but the systems supporting them treated all exceptions as equally urgent.
This led to alert fatigue, missed early warning signs, and teams discovering SLA breaches only after they became irreversible.
Impact
~X% reduction in SLA breaches caused by missed or late exception handling.
Applied across an enterprise operations platform managing thousands of daily exceptions across multiple clients and geographies.
Enabled earlier intervention, reduced alert fatigue, and more predictable escalation during peak periods.
By prioritizing risk instead of volume, the system helped teams intervene earlier — reducing costly SLA failures without increasing operational headcount.
