Illizeo does not measure an “SLA” in the sense of a promised turnaround. It does something else, and more useful: it acts when a request sits unanswered for too long.
Step-by-step #
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Set the company-level delays #
These apply everywhere nothing more specific is set. Three switches govern the mechanisms: the deferred action, the reminders, and the escalation before the final decision.
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Refine node by node if needed #
Each approval step in the builder carries its own delays: response, reminder, escalation. The node overrides the company value when it has one. It does not, however, control the switches: if reminders are off for the company, a reminder delay on a node does not turn them back on.
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Choose the default action deliberately #
Auto-approve keeps things moving but loosens control; auto-reject protects but sends the requester back to the start; escalate hands the problem to someone who will answer. It is a governance choice, not a technical setting.
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Read the workflow dashboard #
It gives volumes per category, open requests, recent activity and a completion rate — computed on the approvals actually running. A ranking of the approvers blocking the most requests is there too, but that one is fed by the graph engine: while approvals run on the historical circuit, the list stays empty.
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Fix the circuit before shortening the delays #
A queue that drags almost always comes from one step too many, or the wrong approver. Shortening a delay only makes the default action fire sooner.
Target SLAs by type #
| Setting | Unit | What it triggers |
|---|---|---|
| Response delay | Hours | When it runs out, the default action is applied to the untouched request |
| Default action | — | Approve, reject, or escalate — one choice per company |
| Automatic reminder | Days | A notification is resent to the approver who has not acted |
| Escalation before final decision | Days | The request moves to the approver’s manager, before the default action falls due |
FAQ #
Are delays counted in working days?
No. They are counted in hours and calendar days. A 48-hour delay set on a Friday runs out on Sunday — bear that in mind when you set them.
What if the approver is on leave?
The clock keeps running. Nothing suspends it automatically: it is up to the approver to set a delegation before leaving.
Can reminders be switched off for a single step?
No. The step chooses when, the company decides whether.
Does a superseded request still get the default action?
No. A request replaced by a newer version is excluded from the automatic pass.
Does the requester see a promised turnaround?
No. They see the state of their request and who holds it, not a processing promise.
What does not exist #
No target SLA per object type and no “Flows → SLA” screen. No median, P90 or P99. No exclusion of weekends and public holidays. No account taken of the approver’s declared absences. No reminder thresholds at 50 % and 80 % of the delay.
See Notifications and reminders #
Learn to dose notifications without saturating.
