Level up your service agreements

Create client-specific SLAs to make sure that your technicians deliver the best service across all your operational sites. You can even configure specific SLAs for incidents and service requests.

You can customize SLA policies based on various conditions such as the type of affected asset, severity, request type, category, urgency, requester, VIP user, etc. It ensures appropriate escalations for faster response. 

For maximum SLA compliance, we've enabled multi-level proactive SLAs. It ensures that tickets with SLA breach or nearing a breach are assigned to the right group or technicians, so nothing falls through the cracks.

You can choose to set service level targets irrespective of business hours, holidays, or weekends for high urgency and severity incidents. You can even define response and resolution timers based on the ticket status or pause SLA timers when you're waiting for the requester's response.