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.
Targets that respect your working hours. Warnings that arrive early enough to act.
SLAs that match how you work
Define targets per record type, priority, and severity — leave a filter open and it matches everything. Multiple business calendars per tenant, DST-aware and multi-timezone, mean the clock only runs during the hours you've committed to. Where DORA or NIS-2 applies, the engine auto-attaches the regulatory milestone timers — 4h/72h/30d for DORA, 24h/72h for NIS-2 — on a 24/7 clock, because the regulator's deadlines don't observe your business hours.
Warning, not post-mortem
Set a warning threshold per policy and a ticket flags breach-imminent before the deadline passes — and SLA warnings and breaches are business-rule triggers, so an escalation can fire automatically. Multiple SLAs per ticket collapse to a worst-first status you can sort and filter lists by.
Reporting that holds up
Compliance rates, MTTR percentiles, and per-policy performance, ready for a service review.
Maintenance windows
Suppress SLA timers and notifications for the systems under maintenance, and auto-publish the window to your status page. A change calendar with freeze windows keeps risky changes out of sensitive periods.
Time tracking
Capture effort per ticket with a live or manual timer — multiple entries per person per ticket — feeding grouped capacity and cost reports with optional internal hourly rates.
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.
Where this connects
What service managers ask.
See TENSOR running on your own estate.
30 minutes, screen-shared, no slides. Bring the process you are least sure we handle and we will start there.