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The orchestrator doesn't just run workflows — it runs them against their commitments. Priority, routing, and escalation decisions factor in time-to-breach on every step.
SLAs are usually tracked in dashboards after the damage is done. Making them orchestration inputs means the system actively defends its commitments: reshuffling queues, pre-escalating at-risk work, and allocating resources where breach risk is highest.
Every process instance carries its SLA parameters — commitment window, priority class, customer tier.
Agents pick the next work based on breach risk and impact, not FIFO.
Work trending toward breach is escalated early with context — not after a red dashboard.
Tiered customers, tiered commitments. The orchestrator enforces them instead of leaving it to each agent to remember.
When a queue's breach rate rises above threshold, ops gets alerted — with the root-cause slice already attached.
Under load, the orchestrator shifts capacity to breach-risk work and defers lower-priority tasks.
SLA attainment is exportable per customer, per contract period, signed and ready for QBR.