SLA management that enforces
service commitments automatically.
Priority-based SLA timers, configurable support levels, pre-breach escalation, and billing deduction integration. Built for IT services teams, MSPs, and enterprise helpdesk.
Every dimension of SLA enforcement in one platform
Effigate SLA management is native to the helpdesk and contract engine — not bolted on — so every rule operates against real contract terms and live delivery data.
Priority SLA timers
Critical, High, Medium, and Low tickets each carry independent response and resolution targets configured per contract and business-hours schedule.
L1/L2/L3 support levels
Support tiers are defined per Bucket-Based contract. Only the levels purchased are selectable on tickets, preventing out-of-scope assignments.
Pre-breach escalation
Configurable warning thresholds fire before the deadline so teams can intervene, reassign, or escalate before an SLA is formally missed.
Job type categorisation
Tickets are categorised by job type, and categories map to support levels and routing rules so work lands in the right queue automatically.
Billing deduction integration
SLA breaches generate structured evidence records that feed directly into the invoice engine as deduction line items — no manual reconciliation needed.
SLA performance reporting
Track breach rates, response times, resolution times, and SLA compliance percentages by priority, support level, agent, and contract.
Different SLA clocks for every ticket priority
Not all tickets are equal. Critical issues demand immediate response while low-priority requests follow longer timelines. Effigate assigns independent response and resolution targets to each priority level, so SLA enforcement reflects the commercial commitment rather than a single arbitrary rule.
- Critical, High, Medium, and Low priorities each carry configurable response and resolution targets
- Business-hours awareness excludes out-of-hours time from SLA timers by default
- After-hours and weekend flags override business-hours rules when the contract mandates 24/7 coverage
- Response and resolution targets are set independently per contract — not shared across accounts
- Timer status is visible on every ticket card with colour-coded urgency indicators
SLA Enforcement Engine
L1, L2, L3, and Solution Architect tiers scoped to each contract
Bucket-Based contracts define exactly which support tiers are in scope. Effigate enforces that boundary at the ticket level — agents can only select a support level that the client has purchased, removing ambiguity about what service was agreed and preventing accidental billing of unsupported tiers.
- L1, L2, L3, and Solution Architect support levels are configured per Bucket-Based contract
- Only levels explicitly included in the contract appear as options when raising tickets
- Each support level can carry its own SLA rules, rate card entries, and escalation chains
- Support level assignments are visible in ticket history and audit logs
- Changing the support level after ticket creation is role-gated to prevent unauthorised upgrades
Contract-Scoped Tiers
L1 — Helpdesk
8h response
$80/h
IncludedL2 — Technical Support
4h response
$120/h
IncludedL3 — Engineering
2h response
$160/h
IncludedSolution Architect
24h response
$220/h
Not in scopeCatch SLA risk before the clock runs out
Waiting for a breach to appear on a report is too late. Effigate monitors SLA timers continuously and fires warnings at configurable thresholds so teams have time to intervene. When thresholds are crossed, auto-escalation routes the ticket to a senior tier and notifies the responsible manager.
- SLA timers are evaluated continuously — not on a slow polling schedule
- Pre-breach warnings fire at configurable thresholds such as 75 % and 90 % of the response window
- Auto-escalation routes the ticket to a senior agent or next-tier support level automatically
- Manager notification is triggered with full ticket context so the right person can act immediately
- All breach events are logged with timestamp, threshold crossed, and action taken for audit
SLA Enforcement Engine
Category-driven ticket routing that respects contract scope
Every ticket is classified by job type and assigned to a category. Categories map to support levels and routing rules, ensuring tickets land in the correct queue from the moment they arrive. On Bucket-Based contracts, only the categories purchased are available — so category-driven routing automatically enforces service scope.
- Tickets are categorised by job type at creation, with smart defaults based on contract type
- Category-to-support-level mappings define which tier handles which type of work
- Routing rules use category, priority, and contract type to assign tickets to the correct queue or agent
- Bucket-Based contracts restrict the category list to the job types explicitly purchased
- Category mapping changes require admin approval to prevent accidental scope expansion
TKT-0041
API timeout on bulk export
0h 42m left
TKT-0039
Dashboard charts not loading
2h 15m left
TKT-0037
Password reset email delayed
8h 00m left
TKT-0034
Export to CSV missing columns
2d 4h left
SLA breaches flow directly into the invoice engine
When a service level is missed, the financial consequence should not depend on a manual process. Effigate captures every breach as a structured evidence record and passes it to the billing engine, which applies the deduction as a line item in the next invoice cycle. Credit notes are generated automatically so the audit trail is complete.
- Each SLA breach generates a structured evidence record with priority, level, duration, and contract reference
- The billing engine consumes breach records and applies deductions as explicit invoice line items
- Credit notes are created automatically when deductions exceed the invoice amount for the period
- Clients can view breach evidence through the client portal for full transparency
- Finance teams can review all deduction records before invoice issuance to verify accuracy
From ticket creation to SLA resolution in four governed steps
Effigate SLA enforcement follows a clear, auditable sequence that keeps every stakeholder informed and every commitment visible.
-
1
Ticket created
A support ticket is raised with priority, category, and job type. The contract scope determines which support levels and categories are available.
- Priority assigned
- Category selected
- Contract matched
-
2
SLA timer starts
The SLA clock begins immediately, calibrated to the ticket priority, support level, and contract's business-hours schedule.
- Priority timer applied
- Business hours calculated
- Timer visible on ticket
-
3
Breach risk detected
As the timer approaches configurable thresholds, pre-breach warnings fire and auto-escalation rules activate to protect the commitment.
- Warning threshold crossed
- Escalation triggered
- Manager notified
-
4
Escalation or resolution
The ticket is resolved within the SLA window or a breach record is created. Breach evidence flows into the billing engine for deduction processing.
- Resolution logged
- Breach evidence captured
- Billing deduction applied
SLA management that serves every stakeholder
Each role in the support and delivery chain benefits from SLA enforcement in ways specific to their responsibilities.
Support Agents
Tickets arrive with SLA clocks already running and priority context visible. Pre-breach warnings give agents time to act before a commitment is missed.
Managers & Team Leads
Escalation notifications surface at-risk tickets before breach. SLA performance dashboards show compliance rates by agent, priority, and contract.
Finance Teams
Breach evidence records are structured and auditable. Deductions appear as explicit invoice line items with full traceability back to the service event.
Clients (via portal)
Clients can view active SLA timers, historical breach records, and the deductions applied to their invoices — all through the self-service client portal.
SLA alerts and breach events reach your team wherever they work
Effigate pushes SLA warnings, breach notifications, and escalation events to the communication and development tools your team already depends on.
Slack
Deliver pre-breach warnings and escalation alerts to Slack channels based on priority level and team assignment.
NotificationsSend SLA notifications, breach confirmations, and escalation summaries directly to agents and managers by email.
NotificationsMicrosoft Teams
Push critical SLA events to dedicated Teams escalation channels so leadership is informed without manual follow-up.
NotificationsGitHub
Link tickets to the commits or pull requests that caused an incident, giving support context for faster diagnosis.
Source controlGitLab
Connect deployment events and merge requests to open tickets so support teams see code changes as incident context.
Source controlQuestions about SLA management in Effigate
Each ticket priority — Critical, High, Medium, and Low — carries its own response and resolution targets. Timers run against business hours by default and can be configured per contract, so SLA rules reflect the actual service commitment rather than a fixed global policy.
Effigate supports L1, L2, L3, and Solution Architect tiers on Bucket-Based contracts. Only the support levels explicitly included in a contract are selectable when raising tickets, so agents cannot accidentally assign work to a tier that was never purchased.
SLA timers are monitored continuously. Configurable pre-breach thresholds — such as 75 % and 90 % of the response window — trigger warnings and auto-escalation before the deadline is missed. Managers receive notifications and the breach event is logged with full audit detail.
When a breach occurs, Effigate creates a structured evidence record. The billing engine can consume this record to apply a deduction as a line item in the next invoice cycle. Credit notes are handled automatically so the commercial consequence of service failures is traceable and auditable.
Yes. Tickets are categorised by job type, and categories map to support levels and routing rules. On Bucket-Based contracts, only the categories included in the contract are available — so SLA and routing logic always reflects the agreed service scope.
Stop managing SLAs manually — enforce them automatically.
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