Cases

Understand SLA pause and resume

Pausing an SLA must follow your service policy and requires a valid reason. It does not erase a breach.

♪ Supervisor, Admin, CS / Agent licensed ♪# 5, 8 minutes #Last checked October 13, 2026.

Supplies record: Some actions depend on role and data conditions, and have not been tested by saving / sending data. Use this as a check guide, instead of proof of transaction testing.

Before you start

Step-by-step instructions

Follow these steps in order. You can keep this guide open while working in another Tautiva tab.

Open the active Case details and check the SLA information.
If the Pause SLA control is available, read the required terms and reasons.
Record the official reason before submitting a pause request according to the permission.
When the condition is complete, use Resume SLA to continue the countdown.
Check the new deadline and audit logs after the change.
If the SLA has been breached previously, still report the breach.

Open the page in Tautiva

PRACTICAL EXAMPLE

Example from daily work

Example: customer requests the process to be postponed until additional evidence is available, and company policy allows for a pause.

This is a fictional training example. No real customer data was used.

Expected result

Actions are understood and results can be checked on the work page. For data changes, only perform them according to the SOP.

Important notes

SLA pause does not retroactively remove existing breaches.
Changes must have evidence of reasons according to the SOP.

If something goes wrong

Pause/Resume is rejected: check role, policy, and Case conditions.
Deadline is different from expectations: check working hours, time zone, and holidays.

This guide describes the interface reviewed on 13 October 2026. Documentation testing did not send real messages, invite users, process payments, or modify real customer records.