Service Level Management (SLA)

For even the most demanding environments in which response to and resolution of incidents or requests is required in a predetermined time-frame.

Comprehensive SLA management.

  • Define SLAs based on multiple criteria.
  • Know ticket status at all times: whether it is archiving the desired service level and the established time goals.
  • Receive alerts and notifications associated with the established service level.
  • Setup a hibernation status in which service level times will not be considered, such as ¨Waiting for information¨.

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