SLA-governed project and helpdesk management for IT services teams.
Run project delivery and ticket support in one platform. SLA timers, contract-linked billing, agent queues, and client portals — purpose-built for IT services operations.
Projects and support running on disconnected systems — both suffering.
IT services companies operate two distinct workflows: project delivery and ongoing support. Without a unified platform, billing gaps, SLA breaches, and client frustration compound fast.
SLA breaches go unnoticed
Support tickets age without escalation. No automatic SLA timer or breach alert means clients notice the breach before you do.
Projects and tickets are siloed
Project work and support tickets live in separate tools — no unified billing view, no capacity awareness across both streams.
Time not billed at the right rate
L1 and L3 work billed at the same rate because the system doesn't know which support level handled the ticket.
Agent queues are invisible
Managers cannot see which agents are overloaded, which tickets are stuck, or which SLAs are at risk until it's too late.
Contract terms don't drive billing
Billing is manual and disconnected from contract rate cards — errors appear at invoice time, not at ticket close.
Clients see nothing until it's late
Clients have no self-service visibility — every status update requires a manual email or call from your team.
SLA enforcement built into every ticket — not bolted on after the fact.
Effigate calculates SLA timers from the moment a ticket is raised, factoring in priority, support level, and after-hours or weekend flags. Breaches escalate automatically so no ticket ages silently.
- L1, L2, L3, and Solution Architect support levels per contract
- SLA timers start on ticket creation, pause on client response, escalate on breach
- After-hours and weekend flags adjust SLA window calculations
- Priority levels (Critical, High, Medium, Low) map to configurable SLA rules
- Escalation chains route breach alerts to the right manager or senior agent
SLA Enforcement Engine
Every hour billed at the right rate — automatically.
Effigate links every ticket and task to a contract. Rate cards apply by support level and job type. Approved time logs generate invoices without manual reconciliation.
- Rate cards defined per support level and job type category
- Bucket-Based contracts track consumed hours against pre-sold balance
- Only support levels included in the contract are selectable on tickets
- Time logs across both tickets and project tasks feed a unified invoice
- Immutable invoices once issued — full audit trail per billing period
Outcome
Zero billing disputes
Invoice Total
£18,400
The full stack for IT services delivery.
Ticket management
Create, route, and resolve support tickets with SLA timers, escalation rules, job type categories, and full activity history.
Agent management
Assign tickets to agents and queues. Track agent workload and response time. Escalate based on SLA status or priority.
Project hierarchy
Run delivery projects alongside support — with the same team, the same time tracking, and the same billing engine.
Client portal
Clients log in to track their tickets, view project progress, and download invoices — without calling your team.
Operational reporting
SLA compliance rates, ticket resolution time, agent performance, and project financials — all in one reporting layer.
Multi-client isolation
Serve multiple IT services clients from a single workspace. Complete data isolation and per-client contract governance.
From ticket raise to billing — one governed workflow.
Effigate handles the complete IT services delivery loop: support, project escalation, time logging, and billing — all contract-linked.
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1
Client raises a ticket
Ticket is created with job type, priority, and support level. SLA timer starts immediately. Contract terms determine billing rate.
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2
Agent is assigned from the queue
The ticket routes to the correct agent queue based on category and support level. Agent workload is balanced automatically.
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3
Work is logged against the ticket
Agents log time against the ticket. Billable flag applies. For Bucket-Based contracts, hours deduct from the pre-sold balance in real time.
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4
Escalate or link to a project task
Complex tickets spawn a linked project task — keeping support and delivery work in the same governed hierarchy.
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5
Invoice generated from approved logs
At billing period end, approved time logs across tickets and project tasks generate a contract-linked, rate-card invoice.
Questions from IT services teams
Each ticket is governed by SLA rules derived from the contract: priority level, support tier (L1/L2/L3/Solution Architect), and after-hours or weekend flags all influence SLA timers. Breaches trigger escalation alerts automatically.
Yes. Time logged against tickets and project tasks flows into Effigate's billing engine. Rate cards apply automatically based on the contract and support level, and invoices are generated directly from approved time logs.
Effigate supports L1, L2, L3, and Solution Architect support levels. For Bucket-Based contracts, only the levels explicitly included in the contract are selectable on tickets — preventing billing at incorrect rates.
Tasks and tickets share the same time tracking and billing layer. A support ticket can spawn a project task (or subtask), linking helpdesk work back to the project hierarchy for complete delivery visibility.
Yes. Effigate is multi-tenant and multi-client. Each client has isolated data, their own portal, and their own contract terms — managed from a single workspace with no cross-client data exposure.
Unify your project delivery and support operations.
Effigate gives IT services teams the SLA governance, contract-driven billing, and agent visibility they need to deliver reliably at scale.