SLA management
Most SLA dashboards report averages because averages look better than the truth. Average resolution this month: 4 hours. Hidden inside that: one ticket that took 18 days. We build it the other way: surface the outliers, explain the trend, and let stakeholders decide what to do.
Our SLA engine sits on top of your helpdesk (Freshdesk, Jira Service Management, custom) or as a standalone layer for non-helpdesk work: service requests, project deliverables, vendor SLAs.
What's actually included.
Tiered SLAs
Bronze, Silver, Gold tiers (or your own labels) with distinct response and resolution targets per priority and per customer.
Breach alerts
Reminder when 75% of SLA window has elapsed, escalation at 100%. Configurable per tier and per priority.
Pause + business-hours rules
SLAs pause on holidays, weekends, when a ticket is waiting on the customer, or when a configured condition is met. No 8am Sunday breaches that shouldn't have counted.
Real-numbers reporting
% within SLA by tier, breach count, top-3 outliers each month, surfaced before the all-hands, not hidden behind an average.
Executive dashboard
A single dashboard your CFO or board can read: tier mix, SLA compliance, trend line, top accounts. No drill-down required to see the headline.
Customer-facing SLA pages
Optional public or per-customer pages showing real-time SLA compliance, useful when you want to give a key account visibility into your performance.
Who this is for
Service businesses (IT services, MSPs, agencies, software studios) with paying customers on contracted SLAs, and internal teams (IT, HR, finance) running structured service desks with measurable targets.
Three stages, no surprises.
Discovery
A 30-minute call to map the workflow that's actually broken. We walk you through what we'd build, what we wouldn't, and a written scope with timeline and milestones.
Weekly sprints
Working prototype by week 2, MVP in staging by week 4–6. Friday demo every week: you see it before it's done, not after. Slack channel + Linear / Jira board you have access to.
Handover + retainer
Go-live with a written playbook, training material per role, and a 30-day office-hours window. Most clients move onto a maintenance retainer for the work that comes after.
Walk us through what's broken.
We'll come back with a plan.
A 30-minute discovery call, free, no deck. We map your workflow, flag what's worth fixing first, and outline a scope with timeline and effort.