Real-time alerts on severity 3 (critical) issues. Automatic escalation to Regional Managers when SLAs are missed. Configurable rules per organization and tier.
A customer reports a safety hazard at 11 PM. A food poisoning allegation on a Saturday morning. These can't wait for Monday's staff meeting. OpsScaleIQ's escalation engine ensures the right people know immediately.
Review detected
AI triage classifies as Severity 3 — “Food Safety / Contamination”
Alert sent
Email notification to Store Manager + Owner with review details and SOP
SLA deadline
If not acknowledged, task escalates to Regional Manager
Second escalation
If still unresolved, marked for owner review with full escalation history
Severity 3 issues trigger instant email notifications to owners and managers. No delay, no waiting for daily digests.
Tasks that exceed their SLA window automatically escalate to the next level of management. Configurable per severity.
Email alerts for critical issues. Dashboard notifications for all severity levels. Weekly digest summaries.
Store Manager → Regional Manager → Owner. Each missed SLA escalates to the next level automatically.
Plus and Enterprise tiers can configure custom escalation paths, time windows, and notification rules.
Visual overview of all open escalations, overdue tasks, and current SLA compliance by location.
Lite
Not available
Essential
Basic SLA rules
Growth
Full custom rules
Enterprise
Full + custom workflows