Commitments made. Commitments kept.
Define, monitor, and enforce service level agreements across every ticket type — with real-time timers, business hours, and automatic escalations.
Core capabilities
Everything you need, fully integrated.
Response & resolution SLAs
Define separate SLA targets for first response and full resolution per ticket category and priority.
Business hours configuration
SLA timers only run during configured working hours. Pause during off-hours, weekends, and public holidays.
Pause conditions
SLA timers can pause when waiting for user response or third-party action.
Escalation rules
Automatic escalation to senior agents or managers when tickets approach breach.
Breach warning alerts
Proactive notifications before SLA breach so agents have time to act.
SLA compliance analytics
Dashboard and reports on SLA performance by team, category, and time period.
Common questions
Can we have different SLAs for different ticket types?
Yes. SLA policies are configured per ticket category, subcategory, and priority combination — giving full flexibility.
What happens when an SLA is breached?
Automatic notifications are sent to the assignee, team lead, and manager. The ticket is flagged as breached in all dashboards and reports.
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