Operations

Know you'll miss an SLA before you miss it.

Business calendars, pausing timers, and breach prediction — plus the operational tooling that keeps a busy desk running.

Request a demo

What you can do

Capabilities

SLAs that match how you work

Define SLAs by priority, service, and type. Business calendars per team and timezone mean the clock only runs during the hours you've committed to. Timers pause and resume as a ticket moves through its states.

Warning, not post-mortem

Breach prediction flags a ticket before the deadline passes, on a threshold you set — so it's a heads-up, not a record of a miss. Multiple SLAs per ticket resolve by precedence.

Reporting that holds up

Compliance rates and MTTR percentiles, ready for a service review.

Maintenance windows

Suppress SLA timers and auto-publish to your status page. A change calendar with freeze windows keeps risky changes out of sensitive periods.

Time tracking

Capture effort per ticket. Sentiment scoring on comments and inbound email flags a conversation that's turning, so it can be escalated.

A status page for your users

An anonymous, read-only status page on your own subdomain, with component health, email subscribers via double opt-in, and RSS and JSON feeds. Off by default.

Related features

Service Desk Change & CAB

Common questions

FAQ

Yes. SLA targets are defined per service catalog entry, so a VIP support service can carry a tighter response target than general IT.

The engine continuously calculates remaining time against the business calendar. When remaining time crosses a warning threshold, it triggers notifications and optional escalation.

See ITSMx against your own compliance checklist.

30 minutes. We’ll map it to your DORA / NIS-2 / BAIT obligations.

Request a demo Talk to us