SLA Management in Appian with examples

Question

Hi all, 
 Good day and happy holidays. 
 Has anyone implemented a SLA management end-to-end using Appian. 
 To some extent, I think this can be managed using "Escalation" feature of Appian. 
 But, I wanted to understand more and extensive about this. 
 Any examples would help.

Amit Mishra · Answer

Hi Phani, 
 Escalation is normally used for user input task, to take an action, if task is not completed within given time period. you can send alert to assignee or reassign task or change priority etc. based on business definition. Example: Suppose a user has to complete the task within 3 days,but not completed the task after first 2 days then you can send alert as reminder email to complete the task as you have left only one day. Also, You can setup multi-leveled escalation, Example- after 3 days reassign to another user or send alert that current user missed the SLA etc.. to set Escalation please refer screen below. 
 
 Apart from the User Input Task, escalation is also used in few smart services, like- Call web Service etc. Thanks