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Response SLAs

Review Queue → Response SLAs holds the control room's default response clock: for each kind of event, how long the operator has to action it before it counts as overdue, when they get nudged, and — for dispatchable events — when dispatch is pre-selected on the card.

These are live-response targets, not reporting thresholds. Breaching one is what turns an event red and feeds the OVERDUE counter an operator watches in CleverCommand.

Available to every control room

Unlike the neighbouring Pattern detection tab, this card needs no Clava Mode and no Advanced Alarm Handling — every VCR has a response clock.

Opening it​

  1. Open Review Queue in the sidebar.
  2. Select the Response SLAs tab.

The card is titled Per-event response SLA (VCR defaults).

The three timers​

Every event type gets the same set of fields, all in seconds:

FieldWhat it does
Response targetHow long the control room has to action the event before it counts as OVERDUE in the queue. Drives the live OVERDUE counter and the red SLA badge.
Reminder nudgeIf the event is still open at this elapsed time, the operator gets a follow-up nudge. Normally shorter than the response target, so the warning arrives before the breach.
Auto-dispatch timeoutAfter this elapsed time, dispatch is pre-selected on the card. The operator still clicks to actually dispatch, and the site's auto-dispatch consent still gates it.

Auto-dispatch timeout only appears on dispatch-class events. Tamper, mains failure, hub offline and the schedule events have no dispatch knob at all, so the field is hidden on those rows rather than shown and ignored.

Leaving a box blank means use the built-in baseline, which is shown greyed out as the field's placeholder.

Event types and their baselines​

EventResponse targetReminder nudgeAuto-dispatch
Panic60 s45 s120 s
Duress60 s45 s120 s
Fire60 s45 s120 s
Medical60 s45 s120 s
Burglary180 s135 s300 s
Burglary with image180 s135 s300 s
Tamper300 s225 s—
AC mains failure900 s720 s—
Hub offline (comms trouble E350, fail to check-in E353–E355)900 s720 s—
Low battery (E302, E309, E311)900 s720 s—
Opening outside hours600 s480 s—
Closing outside hours600 s480 s—
Fail to arm600 s480 s—
Two rows are stored but not yet firing

Opening outside hours and Closing outside hours are marked stored for future use. Matching them needs the site's operating-hours context, which the resolver does not consider yet, so timers saved on those two rows are kept but do not fire today. Every other row is live.

Night-shift overrides​

Each event type has a collapsed Night-shift overrides section holding the same three fields again, suffixed — night. Values there apply when the event arrives outside the control room's day window.

The day window itself is not set here — it comes from the Control room clock on Settings → General. Leave a night field blank to reuse the day value.

How a target is resolved​

For any given live event, the clock is resolved in this order:

  1. The site's own override — set on the site's Monitoring section. See Site details.
  2. The VCR default — this tab.
  3. The built-in baseline — the table above.

Night values are chosen by the event's local arrival time at each of those levels.

Alarm types can override the clock too

On control rooms running enforced action plans, an alarm type whose Response target or Reminder nudge is set to a Custom value uses the plan's seconds instead of the default resolved here. Inherit keeps this tab's value. See Action plans.

Saving​

Changes are held as a draft until you save the card. Saving merges only the timer keys — it never disturbs the learned-pattern settings that share the same underlying record, so editing this tab cannot clobber Pattern detection, and vice versa.