SLA Tracking

VoiCase includes pre-configured deadline templates for major regulatory frameworks:

• EU Whistleblowing Directive — 7-day acknowledgment timer (Art. 9(1)(b)), 3-month feedback timer (Art. 9(1)(f))
• GDPR breach notification — 72-hour supervisory authority notification timer
• Custom regulatory timers — configurable for jurisdiction-specific requirements

Each timer starts automatically when a report is received and generates escalating notifications as the deadline approaches.

Beyond regulatory requirements, configure internal performance targets:

• Triage SLA — maximum time from report receipt to initial categorization and assignment
• Response SLA — maximum time from assignment to first investigator action
• Resolution SLA — target time from case opening to closure, configurable by case category and severity
• Review SLA — maximum time for management review and approval of investigation findings

When deadlines are at risk, VoiCase triggers automated escalation:

• Warning — notification to the assigned investigator when a deadline is approaching (configurable threshold)
• Escalation Level 1 — notification to the team lead or compliance officer when a deadline is within 24 hours
• Escalation Level 2 — notification to senior management when a deadline has been missed

All escalations are logged in the case audit trail and appear in the compliance dashboard.