SLAs
SLA management software with two clocks on every ticket.
Set a first-response and a resolution target for each priority. Both clocks run on every ticket and pause while you wait on the customer.
SLAs in practice.
Targets by priority, a clock on every ticket, and amber while there is still time.
Two clocks on every ticket
A first-response target and a resolution target, both counted from the moment the ticket lands.
VercelAmber before red
A ticket flags as it comes within the last quarter of its target, wherever it appears in the app.
A breach is recorded, not just felt
When a target passes, the miss is written onto the ticket itself and the day's breaches go to the workspace owner by email.
Tom ReyesThe clock runs where the rest of the account already is.
A ticket with a timer on it names the customer and their company, one click from their deals and invoices.
The clock sits on the ticket
Beside the company and contract it belongs to.
Sort a queue by soonest breach
The ticket due first comes first.
Set a ticket to Pending
The clock pauses until it moves back.
More in Support & Service.
Each one is its own page, on the same records.
SLAs, on your own data.
Bring a spreadsheet or an export to a demo and see it there.
Questions, answered
Yes. Keep several named SLA policies, each with targets per priority, and set the one a client gets on their contract. Their tickets are measured against that policy; everyone else gets the default. There is no per-product target.
It can. Set a policy's clock to business hours and it counts only your working week, with closed dates for holidays; a policy on calendar hours keeps running overnight and at weekends. Either way the clock also pauses while a ticket sits in Pending or On-hold, waiting on the customer.
The ticket flags as breaching soon once it is inside the last quarter of its target, and anyone with Spodus open sees it. Nothing is emailed at that point and nothing reassigns the ticket for you — the flag is there so a person can. Once a target does pass, the breach is stamped on the ticket and included in the digest the server emails to the workspace owner.