Blog: Keeping Deposit Releases on Track with Automated SLA Escalation

Keeping Deposit Releases on Track with Automated SLA Escalation

Release v0.1.349

One of the most common causes of drawn-out tenancy endings isn't disagreement — it's inertia. A deposit release gets proposed, acknowledged, and then... nothing. It sits in a queue, waiting for someone to act, while the clock ticks and frustration builds on all sides.

With v0.1.349, we've introduced an automated SLA escalation workflow for deposit releases to make sure that doesn't happen on your watch.

What It Does

Every morning at 09:00, the platform runs a sweep across all active deposit releases and checks for ones that have been sitting idle for too long. Three specific scenarios are flagged:

Proposed and waiting — a release in proposed status that hasn't moved in more than 10 business days since it was proposed.
Acknowledged but stalled — a release that was acknowledged but hasn't progressed in more than 10 business days since acknowledgement.
Drafted but never submitted — a release that's been in draft for more than 14 days with no proposal ever sent.

When any of these thresholds are breached, escalation notifications go out immediately to the right people.

Who Gets Notified

Previously, SLA breach notifications went to org admins only. That's fine for small teams, but in larger agencies, admins aren't always the people responsible for chasing deposit paperwork — the finance team is.

From this release, any org member with the finance agent role is also notified directly when a deposit release breaches its SLA. No forwarded emails, no manual escalation chains — finance staff are looped in automatically, at the same time as admins.

Why Business Days?

The 10-day threshold for proposed and acknowledged releases is measured in business days, not calendar days. This reflects the reality of how agencies operate — weekends and bank holidays don't count against the clock. The 14-day draft threshold uses calendar days, since a draft sitting untouched for two full weeks is a signal regardless of when those days fall.

No Configuration Required

This workflow runs on a fixed schedule and requires no setup. As long as deposit releases exist in your organisation, the daily sweep will include them. Finance-role members who should receive escalations simply need to have the finance agent role assigned in their org membership settings.

Fair outcomes depend on things actually moving forward. This release is one more safeguard to make sure they do.