All features IT Service Desk SLA Management

Multiple service level targets

Create multiple SLA policies to align to your team’s needs, and set expectations about your service delivery to employees.

Define task deadlines based on different criteria – be it source, type, group, or ticket priority – and ensure timely resolution of issues.

Manage SLA violations with automation

Escalate tickets automatically or send notifications about SLA breaches by pre-defining automation rules to suit your ticket priorities.

Gain visibility into your service delivery by keeping track of your performance against SLAs.

Set SLAs for global teams

Support teams that work in different time zones or business hours by setting service level targets according to their business centers.

Easily assign different hours to the right groups and even tweak their calendars according to the global holiday list for seamless service desk operations.