Enterprise SLA Management. Guaranteed.
Set, track, and exceed your service level agreements. Configure granular response and resolution timers, automate escalations before breaches occur, and give your clients the exact level of support you promised.
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.
Automate your safety net.
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.
Total Operational Visibility.
Access real-time dashboards to monitor SLA compliance across your entire service desk. Identify bottlenecks, reward top-performing agents, and export data instantly 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.
Configure Your SLAs