This is a practitioner reference—not theory, not benchmarks. It gives you:

• Templated SLA targets for 8 HR service categories (general inquiries, benefits, payroll, ER, leave, compensation, workforce admin, talent/learning) with the specific notes that override defaults—regulatory deadlines, third-party dependencies, seasonal load patterns.
• Pause condition logic with auto-reinstate triggers. You'll see what actually works: awaiting requestor info, third-party handoff, documentation, scheduled action. And the max-duration guardrails that prevent indefinite holds.
• Escalation wired to time and content. P1 cases collapse to 25% / 50% / 75% / breach thresholds. Functional escalation (suspected harassment, safety risk, executive requestor) bypasses time-based queuing entirely.
• Governance moves that arrest pause sprawl. How to keep your SLA report interpretable through month 18 and beyond.