Define, track, and enforce service-level agreements across every client engagement with automated timers, escalations, and live dashboards.
When SLA tracking lives in spreadsheets or email folders, breaches go unnoticed until the client complains. Service credits are paid reactively, and the operations team has no early-warning system to prevent failures before they happen.
Teams only discover SLA breaches after the fact, when a client raises a complaint or a monthly report reveals missed targets.
Different teams track response and resolution times differently, making cross-client reporting unreliable.
Without automated alerts, at-risk tickets rely on individuals to spot problems and escalate, which often fails under volume.
Without auditable time stamps, disagreements about whether an SLA was met become a he-said-she-said exercise.
Purpose-built capabilities — not generic templates you have to work around.
Clock starts automatically when a task or ticket is created, pauses for client-wait states, and stops on resolution — no manual tracking.
Configurable warning thresholds notify team leads before an SLA is breached, giving time to reprioritise and respond.
Real-time views show SLA compliance rates by client, service line, and team — filterable and exportable for client reviews.
Schedule monthly or weekly SLA performance reports and deliver them to clients automatically, complete with breach commentary.
Define different response, update, and resolution targets per priority level, service type, or individual client contract.
Configure response, update, and resolution time targets per client, priority, and service type during onboarding or contract renewal.
When a task or ticket is created, the SLA clock starts automatically and tracks elapsed time against the agreed target.
If a task approaches its SLA limit, the system alerts the assigned team and their manager, prompting immediate action.
Compliance data is compiled into dashboards and scheduled reports, providing auditable evidence for client governance meetings.
Try these tools to assess and improve your operations.
Absolutely. Each client record holds its own SLA configuration, so a premium client can have tighter targets than a standard-tier engagement.
You define pause conditions — such as "awaiting client response" — that stop the clock automatically and restart it when the client replies.
Yes. Clients can access a portal dashboard showing their live SLA performance, or you can schedule automated email reports.
Yes. SLA timers respect business calendars including working hours, weekends, and public holidays specific to the client or service team.
Discover how SwiftCase helps professional services firms track, enforce, and report on SLAs automatically. Book a demo.
