How to Respond to an Emergency SLA Breach Alert

A tenant submits a maintenance request with the Emergency urgency level. The request is created with Pending status and a 1-hour SLA deadline.

The Celery beat scheduler triggers the enforce_maintenance_sla periodic task, which checks all open maintenance requests against their SLA deadlines.
- Emergency SLA: 1 hour
- Urgent SLA: 4 hours
- Routine SLA: 24 hours
If no action has been taken on the Emergency request within 1 hour, the SLA is breached. The system calculates the time overdue and records the breach.

⚠️ Heads up: SLA breaches are re-notified every 24 hours until the request is addressed. The sla_breach_notified_at timestamp prevents duplicate alerts within the cooldown period.

You receive an SLA breach alert notification with the title: SLA BREACH: EMERGENCY Maintenance Request. The message includes the request title, urgency level, and hours overdue.
View the SLA breach alert in your dashboard notifications or on the Maintenance Requests page. Emergency requests are highlighted in red.

⚠️ Heads up: Emergency SLA breaches require immediate action. Navigate to the Maintenance Requests page, locate the overdue request, and either approve or decline it to resolve the breach.

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What to expect

You receive an SLA breach notification when an Emergency maintenance request exceeds the 1-hour SLA without action.
The alert includes the request title, urgency level, and the number of hours overdue.
Emergency requests are visually highlighted in red on the Maintenance Requests page.
After you approve or decline the request, the SLA breach is resolved and re-notifications stop.

Symptom	Cause	Fix
No SLA alert received after 1 hour	The Celery beat scheduler may not have run yet	The task runs on a periodic schedule. Wait for the next check cycle.
Duplicate SLA alerts	The cooldown period ensures only one alert per 24 hours	If you receive duplicates, the `sla_breach_notified_at` timestamp may not have been recorded correctly
Alert does not appear in notifications	The notification may have been sent to the property’s landlord rather than the PM	Check with the property landlord to confirm they received the alert