SLA Breaches Were Discovered on Monday Morning From a Weekend Spreadsheet Export.

Business Problem

SLA compliance was measured weekly. Every Monday, an analyst extracted ticket data from the service desk, compared resolution times against SLA targets, and produced a spreadsheet of breaches from the previous week. The service delivery manager reviewed the spreadsheet on Tuesday. By then, the breached tickets were 5–9 days old. Clients received apology emails. The process repeated. In 18 months, the team had never prevented a single SLA breach because the monitoring was entirely retrospective. Critical tickets had the same escalation path as low-priority tickets: manual queue assignment with no urgency differentiation.

How the Platform Solves It

SLA management operates at three tiers (standard, critical, and urgent), with configurable response and resolution targets per tier. Start, pause, resume, reset, and cancel conditions are defined in the system: when a ticket is paused for client input, the clock stops automatically. Automated multi-channel escalation (email, SMS, in-app) triggers before breach based on configurable warning thresholds, not after breach from a Monday spreadsheet. Dynamic routing assigns tickets by category, priority, and engineer expertise, so a critical infrastructure issue goes directly to an infrastructure specialist, not into a general queue. Breach prediction alerts surface tickets approaching their SLA window, giving the team time to act.