Multi-client delivery oversight, SLA compliance, and utilisation data —
in one operations view.
Effigate gives operations leaders a cross-client view of SLA performance, team utilisation, billing accuracy, and operational governance — without manually aggregating data from individual project and helpdesk tools.
Stop discovering SLA drift and billing leakage after the fact
Operations leaders in multi-client service businesses face problems that individual project tools were never designed to surface: cross-client SLA trends, team overload, and billing accuracy at scale.
No cross-client view
Each client account is managed in isolation — there is no way to see SLA performance, delivery health, or utilisation across the entire portfolio without manual aggregation.
SLA drift undetected
SLA compliance trends deteriorate gradually across client accounts, but the pattern is invisible until individual breaches surface in client escalations.
Team overload
Support and delivery teams are pushed beyond sustainable capacity because operations leaders have no single view of aggregate workload across projects and tickets.
Billing leakage
Time records that do not map to a contract, uninvoiced bucket hours, and unapplied rate conditions create revenue gaps that only surface at month-end review.
SLA health across every client account — in one dashboard
Effigate surfaces SLA compliance rates, breach counts, and pre-breach risk indicators across all active contracts in a single operations view. Operations leaders can identify declining compliance trends in specific accounts before clients raise an escalation.
- Cross-client SLA compliance rate with per-account breakdown
- Breach count and breach rate trends over configurable time periods
- Pre-breach risk indicators showing tickets approaching SLA thresholds across all queues
- SLA performance by priority, support level, job type, and agent
- Breach evidence records feed directly into billing deductions with no manual process
SLA Compliance
Jan to Jun 2025 performance trend
Outcome
98.3% SLA Met
100%
Critical
98%
High
97%
Medium
99%
Low
See who is over capacity across projects and support queues
The member utilisation view aggregates workload across project tasks, helpdesk tickets, and sprint assignments for every team member. Operations leaders can identify overloaded individuals, rebalance assignments, and prevent the sustained overallocation that drives attrition.
- Per-member utilisation rate as a percentage of available working hours
- Utilisation broken down by project, contract, and ticket category
- Over-capacity members highlighted with current load vs available capacity
- Historical utilisation trends reveal patterns of sustained overallocation
- AI capacity monitoring: Dhyey warns when upcoming commitments exceed team bandwidth
Member Utilisation
Team capacity · Mar 2026
164h
Logged total
160h
Team capacity
79%
Avg billable
Platform Q1
92%
HealthyAPI Gateway
78%
Over capPlatform Q1
85%
HealthyClient Portal
60%
UnderA complete, immutable record of every operational action
Every significant action in Effigate is recorded in an immutable audit log — contract changes, rate card modifications, SLA breach events, invoice issuance, and permission changes. Operations leaders can investigate any event without relying on individual team members to reconstruct what happened.
- Immutable audit trail for contracts, invoices, rate cards, and SLA events
- Firewall rule changes and access control modifications recorded per event
- Time log lock periods enforce immutability — records cannot be altered after the lock period expires
- Invoice issuance and payment status changes logged with user and timestamp
- Export audit records for compliance reviews and client dispute resolution
Audit Log Stream
Immutable · tenant-scoped · real-time
admin@acme.com · Token "CI Deploy" created — scope: read
owner@acme.com · INV-2026-0041 issued to Globex Ltd
system · Ticket TK-0182 SLA breached — Critical
system · 14 time logs locked (lock window: 3 days)
owner@acme.com · alice@team.com promoted Owner→Admin
Questions from operations leaders
Yes. The SLA compliance view aggregates breach rates, compliance percentages, and pre-breach risk indicators across all active contracts. Operations leaders can identify declining performance in specific accounts, support tiers, or job type categories before they become client escalations.
Member utilisation is calculated from time records, sprint assignments, and ticket assignments across all active projects and contracts. The utilisation view shows each team member's load as a percentage of available hours, with breakdowns by project, contract, and ticket category.
The audit log records every significant operational action: contract activations and amendments, rate card changes, SLA breach events, invoice issuance and payment, permission changes, time log modifications, and firewall rule changes — each with a timestamp and the authorised user.
Time records that cannot be attributed to a valid contract are flagged immediately. Rate card conditions are applied automatically to every billable record. Bucket-Based contracts surface hour burn rates with exhaustion forecasts. Invoice generation pulls from approved, locked time records — not manual entry — eliminating the most common sources of billing leakage.
Get the cross-client visibility your operations team needs
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