SLA Management Software for Service Teams
Multi-tiered SLAs, automatic escalation and breach reporting — connected straight through to billing.
SLA management software tracks each ticket against an agreed response and resolution target, escalates automatically before a breach, and reports on where targets were missed and why.
Multi-tiered SLA management: not all tickets are created equal
Build custom SLA policies based on ticket priority, client tier, or specific issue categories. Track exactly what matters most to your contracts.
- Response vs. Resolution: Separate timers for "Time to First Response" and "Total Time to Resolution."
- Custom Business Hours: Apply SLAs only during your operating hours (e.g., 8 AM – 5 PM, Mon–Fri), excluding weekends and public holidays.
- Intelligent Pause Conditions: Automatically pause the SLA clock when a ticket status changes to "Waiting on Customer" to ensure fair reporting.
SLA breach escalation, automated
Don't wait for a breach to take action. Set proactive escalation rules that automatically notify senior technicians via email or Slack, reassign tickets to L2 support, or raise the ticket priority when an SLA reaches critical thresholds.
SLA monitoring and breach reporting
Real-time dashboards monitor SLA compliance across the entire service desk. Identify bottlenecks, see which categories breach most often, and export achievement and breach data for client reporting.
SLA Achievement Rate (30 Days)
- 1 Sarah Chen 4m 12s
- 2 James Okonkwo 6m 48s
- 3 Priya Sharma 8m 03s
- 4 Marcus Webb 9m 21s
Avg. resolution time
From SLA to Invoice in one workflow.
Chronodesk connects your service performance directly to your financials. Enforce your premium SLAs for top-tier clients, track the exact time spent resolving the issue, and generate accurate, transparent invoices natively.
Which plan includes SLA management?
Ticket SLA management sits on the Advanced plan — $40 (R600) per user per month. Essential ($15 / R225) covers projects, timesheets, rate cards and billing; Professional ($30 / R450) adds the ticket system, client portal and routing; multi-tiered SLA policies, pre-breach escalation and breach reporting arrive on Advanced. Enterprise is $49 (R735) and adds a 99.9% uptime SLA and premium support response times of our own.
See Chronodesk pricing for the full breakdown, or read how SLAs apply across the wider service desk software and to tickets raised through the integration with WhatsApp Business.
SLA management software FAQ
What is SLA management software?
SLA management software tracks each ticket against an agreed response and resolution target, escalates automatically before a breach, and reports on where targets were missed and why. It replaces manual clock-watching with policies that apply per priority, per client and per issue category.
What happens when an SLA is breached in Chronodesk?
Chronodesk acts before the breach, not after it. Escalation rules fire at configurable thresholds — for example at 75% of the response target — to notify a senior technician, reassign the ticket to L2 or raise its priority. If the target is still missed, the ticket is flagged as breached, the reason is recorded, and it appears in breach reporting and in the client's SLA achievement figures.
Can I set different SLAs for different clients?
Yes. SLA policies are matched on ticket priority, client tier and issue category, so a premium client can carry a 15-minute first-response target on critical tickets while a standard client carries four hours. Each policy has its own business-hours calendar and its own pause conditions.
What are the three types of SLA?
The three standard types are customer-based SLAs, which cover everything one customer receives; service-based SLAs, which apply the same terms to every customer of a given service; and multi-level SLAs, which layer corporate, customer and service terms so shared conditions are written once. Chronodesk supports all three through stacked policies matched on client tier, service and priority.