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SLA Rules

SLA Rules define how quickly requests must be handled. If a request is not picked up or not completed within the time you set, managers receive a notification — so late work does not slip through.

How do I open this screen? From the left menu, go to Bumerang → BUSINESS → SLA Rules. (It is the same screen as the SLA Rules tab in Request Management.)

SLA Rules screen

The engine checks every 5 minutes, so a breach turns into a notification within five minutes at most.

Add Rule

  • Request type: which type the rule applies to — All, Room Cleaning, Fault, Extra, Room Service, Late Checkout, Early Check-in.
  • Stage: which stage the timer runs against. Two options:
    • If not picked up (pending) — nobody has taken ownership. Catches requests staff never saw.
    • If not completed (open) — taken but not finished. Catches jobs that are dragging on.
  • Duration (min): after how many minutes the notification is sent.
  • Also send SMS (to manager's phone): sends the notification by SMS as well as in the panel. Recommended for critical types such as faults.

The Add Rule button saves the rule. With none defined, the screen reads "No rules yet."

  • Fault + if not picked up + 10 min + SMS — technical problems need the fastest response.
  • Room Service + if not completed + 30 min — guest dissatisfaction grows quickly when food is late.
  • Room Cleaning + if not picked up + 45 min — a reasonable buffer for floor operations.

Keep the number of rules small. Too many rules generate constant notifications, and before long nobody reads them.

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