# 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](https://help.useroam.com/uploads/images/gallery/2026-08/otel-yonetim-g-kurallar.png)

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

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## 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."*

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## A recommended starting setup

- *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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> **Related pages:** **Hotel Solution → Hotel Notifications** (where breaches land), **Request Management**, **Request Monitor**.