SLA Management & Service Level Tracking
Define and enforce service level agreements with configurable policies by priority, automated escalation rules, and comprehensive breach tracking for ITIL-aligned service delivery.
SLA Policies
Create SLA policies with response and resolution time targets configured by ticket priority level.
Response & Resolution Times
Set separate targets for first response and full resolution based on priority and urgency.
Escalation Rules
Configure automatic escalation when SLA targets are at risk or have been breached.
Breach Notifications
Automated alerts notify technicians and managers when SLAs are approaching or have breached.
SLA Performance Reports
Track SLA compliance rates by priority, technician, and company with detailed reporting.
SLA Exemptions
Mark specific tickets as SLA exempt when they fall outside standard service agreements.
How It Works
Define SLA Policies
Create SLA policies with response and resolution targets for each priority level. Set up escalation thresholds.
Automatic Tracking
SLA clocks start automatically on ticket creation. Status changes pause or resume tracking as appropriate.
Monitor & Improve
Review SLA performance reports to identify trends, address recurring breaches, and improve service delivery.
Perfect For
Managed Service Providers
- • Contractual SLA compliance
- • Client service level reporting
- • Performance-based contracts
- • Service quality guarantees
IT Service Management
- • ITIL incident management alignment
- • Priority-based response times
- • Escalation management
- • Continual service improvement