Service Level Management: SLA

Monitor and comply with service levels

Automate the tracking of response and resolution times to guarantee compliance with your Service Level Agreements and avoid the risk of penalties.

Gestión de Nivel de servicio SLA

Meet customer expectations by complying with established Service Level Agreements.

Define and automate your SLAs

Align IT with business priorities through ServiceTonic’s Service Level Management (SLM). Define SLAs based on business criteria, monitor compliance in real-time with powerful dashboards, and receive automated alerts to anticipate potential breaches, ensuring service quality.

Niveles de servicio SLA

ServiceTonic SLAs

Service SLA

Service SLA, configured with functional criteria linked to the service.

Customer SLA

Customer SLA, configured with customer parameters such as department, location, or job title.

Multi-level SLA

Multi-level SLA, configured with both customer and service parameters, avoiding duplication and simplifying control.

SLA Automation and Monitoring

ServiceTonic manages the assignment of the corresponding SLA, monitors response and resolution times, pauses timers, for instance, while awaiting a customer response, keeps dashboards updated with relevant compliance data, sends automated notifications as needed, and generates automated SLA compliance reports, ensuring a customer experience aligned with business objectives.

Flexible Configuration

Flexible Configuration

Define multiple SLAs based on your needs, by service category, contact type, or priority; and configure which statuses should be excluded from calculations to ensure precise measurement tailored to your operations.

Horarios de SLA

SLA Business Hours

Configure specific support schedules for each SLA and adapt hours, response, and resolution times to your organization’s needs, guaranteeing a consistent, predictable service aligned with your operational commitments.

Alertas y notificaciones

Alerts and Notifications

Receive real-time visual alerts and automated email notifications, allowing you to anticipate expirations and ensure SLA compliance with zero margin for error.

OLA / UC

OLA / UC

  • OLA and UC management system that helps minimize risks and ensure compliance with SLAs agreed upon with your customers.

  • Manage one or more OLAs and UCs within each SLA and analyze the compliance level of each independently and in detail.

  • Use OLA and UC data to make strategic decisions and perform adjustments that optimize performance and maximize SLA compliance.

Help your departments meet their objectives with effective SLA management.

Define your OLAs to coordinate with your internal teams

Establish clear operational commitments between different internal teams within the organization, defining precise response times and handover criteria to ensure efficient coordination and guarantee compliance with service objectives.

Define tus OLA
Agentes alineados con los SLA
Agentes alineados con los SLA

Agents aligned with SLAs

Boost team performance by enabling agents to instantly prioritize critical incidents with clear visibility of committed response times for each SLA. Ensure compliance with service objectives and deliver flawless support, leaving no request behind.

The Help Desk and SLA management platform that drives and supports your service

Tailored to your workflow, today and tomorrow

ServiceTonic is a flexible and fully configurable Help Desk software designed to adapt to your processes and evolve at the pace of your organization, regardless of its size or the complexity of your service.

Compatible with your existing infrastructure

Integrate ServiceTonic with your current systems—such as corporate directories, email, or internal platforms—seamlessly and securely, without disrupting your operations or altering your existing processes.

Technical support and professional guidance

From implementation to daily management, our team guides you through every stage to ensure an agile, effective experience completely aligned with your needs.

Impulsa a tus departamentos a alcanzar sus objetivos con una gestión inteligente de SLA

Automatiza, mide y optimiza tus niveles de servicio para alinear cada departamento con los objetivos del negocio.

Empower your departments to achieve their goals with intelligent SLA management

Automate, measure, and optimize your service levels to align every department with business objectives.