SLA management software and reporting
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.
What's included in SLA management.
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. Tiers, targets, and pause rules are agreed with your stakeholders in writing before anything is configured.
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.
- 01
Tiered SLAs
Bronze, Silver, Gold tiers (or your own labels) with distinct response and resolution targets per priority and per customer.
- 02
Breach alerts
Reminder when 75% of SLA window has elapsed, escalation at 100%. Configurable per tier and per priority.
- 03
Pause + business-hours rules
SLAs pause on holidays, outside business hours, when a ticket is waiting on the customer, or when a configured condition is met. No 8am Sunday breaches that shouldn't have counted.
- 04
Real-numbers reporting
% within SLA by tier, breach count, top-3 outliers each month, surfaced before the all-hands so no average can hide them.
- 05
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.
- 06
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.
From breach spreadsheets to SLAs you can prove.
Agree tiers and rules
We read the contracts and service commitments you already have, then work through tiers, targets per priority, business hours and pause conditions with your stakeholders. The written rule set is what the timer engine will enforce, so it is signed off first.
Configure the clock
We configure the SLA engine on your helpdesk or as a standalone layer, with reminder and escalation thresholds per tier. Past tickets are replayed through the rules, so stakeholders can check that breaches are counted the way the contract intends.
Report real compliance
We switch on breach alerts and the executive dashboard, then deliver compliance reports that name the outliers instead of hiding them in an average. When a tier or target changes in a contract, we update the rules and note the change in the report.
Questions about SLA management.
- How do we stop tracking SLA breaches by hand in a spreadsheet?
- By letting a timer engine do it. Each ticket or request runs on its own SLA clock, which pauses on the rules you agree (holidays, outside business hours, or while waiting on the customer) and breaches only when the real window runs out. A reminder fires when 75 percent of the window has passed and escalation follows at 100 percent, configurable per tier and priority. Nobody has to update a sheet by hand.
- Does SLA management work with Freshdesk or Jira Service Management?
- Yes. Our SLA engine sits on top of Freshdesk, Jira Service Management or a custom helpdesk, and can also run as a standalone layer for work outside a helpdesk, such as service requests, project deliverables and vendor SLAs. Compliance data is stored in PostgreSQL and reported through Power BI or a custom dashboard, with breach alerts sent by Slack or email.
- How are SLA tiers, targets and pause rules decided?
- With your stakeholders, in writing, before anything is configured. We work through the tiers you offer (Bronze, Silver, Gold or your own labels), response and resolution targets per priority and per customer, business hours, holidays and the conditions that pause the clock. That agreed document becomes the rule set the engine enforces, so compliance figures reflect what was contracted rather than someone’s reading of it.
- What does a monthly SLA compliance report show?
- Real numbers rather than a flattering average: percent within SLA by tier, breach count and the top three outliers of the month. An average resolution time of four hours can hide a ticket that took 18 days, and our reports put that ticket in front of stakeholders so they can decide what to do. An executive dashboard carries tier mix, compliance, trend line and top accounts for your CFO or board.
Tell us what's slowing you down.
A 30-minute discovery call. We map the process, point out the easy wins, and outline a clear plan (no obligation).