For Managed Service Providers

Multi-client SLA management and billing for Managed Service Providers.

Manage every client's SLA, bucket contract, ticket queue, and portal from a single workspace. Effigate was designed for the complexity MSPs operate at every day.

Start free trial See pricing

Support Tier Routing

CON-2024-018 · Bucket-based contract scope

Rules Active

L1 — Helpdesk

8h response

$80/h

Included

L2 — Technical Support

4h response

$120/h

Included

L3 — Engineering

2h response

$160/h

Included

Solution Architect

24h response

$220/h

Not in Scope
Only contract-defined levels are selectable on tickets Route + Rate + SLA
The MSP Problem

Dozens of clients. Dozens of SLAs. One team. No unified system.

MSPs operate under a unique set of pressures: differentiated SLA terms per client, pre-sold hour buckets that must be consumed accurately, and agents shared across competing priorities.

SLA breaches across multiple clients

Each client has different SLA windows. Tracking them manually means someone is always about to breach — you just don't know who.

Bucket hours are hard to track

Pre-sold hour blocks are consumed across tickets and projects. Without real-time tracking, clients run out of hours without warning.

Agent allocation is reactive

Agents are assigned to tickets ad hoc. Queue depth is invisible until someone is overwhelmed or an SLA breaches.

Billing reconciliation takes hours

Invoicing requires manual reconciliation of time logs, contract terms, and support levels — across every client, every month.

Clients have no self-service visibility

Every status update requires a call or email. Clients don't trust what they can't see — creating noise your team doesn't need.

Project and support work are siloed

Delivery projects and managed support run on different tools. Hours don't merge. Billing doesn't unify. Reports don't reconcile.

Bucket-Based Contracts

Pre-sold hours tracked in real time — per client, per contract.

Effigate's Bucket-Based contracts let MSPs define exactly how many hours are pre-sold and which job type categories are in scope. Every ticket and task logged deducts from the bucket automatically.

  • Configurable bucket size (e.g. 50h, 75h, 100h) — set per contract independently
  • Job type categories configurable per contract — independently of bucket size
  • Only support levels included in the contract are selectable on tickets
  • Live remaining balance visible to managers and clients in real time
  • Overage alerts before the bucket is exhausted — not after
Explore billing engine

CON-2024-018 · Nexus Corp

Active since Jan 2026

Bucket-Based
Hour Bucket Consumption 63 / 100 hrs
37 hrs remaining Low-balance alert at 10h

63h

Consumed

37h

Remaining

63%

Used

Job Type Categories

3 / 5 allowed
Development DevOps Support L1 Support L2 Consulting

2 categories available to activate · requires contract amendment to add more

Support Levels Included

L1 First Response

4h SLA

L2 Technical

8h SLA

L3 Engineering

24h SLA

Solution Architect

Custom

Renewal due Aug 2026 On track
Multi-Client SLA Management

Independent SLA timers per client — managed from one view.

Each client contract defines its own SLA rules. Priority, support level, job type, and after-hours flags all feed into per-ticket SLA timers. Breach escalation is automatic.

  • Per-contract SLA rule configuration — independent per client
  • SLA timers start at ticket creation, pause on client reply, escalate on breach
  • After-hours and weekend flags adjust SLA window calculations per contract
  • L1, L2, L3, and Solution Architect escalation chains per client
  • Cross-client SLA compliance dashboard for operations managers
Explore SLA management

SLA Compliance

Jan to Jun 2025 performance trend

98.3% Met

Outcome

98.3% SLA Met

Monthly Compliance Rate Target: 95% minimum
96%
Jan
97%
Feb
98%
Mar
97.5%
Apr
98.8%
May
98.3%
Jun

100%

Critical

98%

High

97%

Medium

99%

Low

Key Capabilities

The full MSP operations platform.

Ticket management

Multi-client ticket queues with SLA timers, job type routing, support level assignment, and full activity history.

Agent management

Assign and balance agents across client queues. Monitor workload and SLA exposure across the entire MSP operation.

Per-client portals

Each client logs in to their own portal. They track tickets, view project progress, check bucket balance, and download invoices.

Project delivery

Run project delivery alongside managed support. Both consume from the same contract bucket — unified billing.

Contract-driven invoicing

Invoices generated from approved time logs with automatic rate card application. Immutable once issued.

MSP operations reporting

SLA compliance rates, bucket consumption trends, agent performance, and client financial health — all in one report layer.

MSP Operations Workflow

From ticket raise to invoice — every step governed by the contract.

Effigate structures every client touchpoint around the contract — ensuring SLAs are met, hours are tracked accurately, and billing is automatic.

  1. 1
    Step 01

    Client raises a ticket via the portal

    Ticket is created with job type and priority. SLA timer starts. Contract determines the applicable support levels and rate card.

  2. 2
    Step 02

    Ticket routes to the correct agent queue

    Routing logic uses job type category and support level to assign to the right queue. Agent workload is balanced against all active clients.

  3. 3
    Step 03

    Agent resolves and logs time

    Time logged against the ticket deducts from the client's bucket balance in real time. Billable flag is automatic based on job type.

  4. 4
    Step 04

    Manager reviews SLA compliance

    Operations dashboard shows SLA status across all clients simultaneously. Breach risk is visible before the timer expires.

  5. 5
    Step 05

    Invoice generated at billing period end

    Approved time logs across all tickets and project tasks generate a single, rate-card invoice per client. Issue through the portal. Track payment.

Explore related capabilities

SLA Management

Timers, escalation, breach alerts

Billing Engine

Bucket contracts, rate cards, invoicing

Client Portal

Per-client portals, ticket self-service

Agent Management

Queues, assignment, workload
FAQ

Questions from Managed Service Providers

Effigate's Bucket-Based contracts let you pre-sell a block of hours (e.g. 50h, 100h) across a configurable set of job type categories. Each ticket and task logged under the contract deducts from the bucket in real time. Clients and managers always see the remaining balance.

Yes. SLA rules are configured per contract — each client can have different response windows, priority mappings, and support levels. SLA timers run independently per ticket, governed by that client's contract terms.

Each client has their own isolated portal. They can log tickets, track existing tickets, view project progress, and download invoices — without seeing any other client's data. MSP managers see all clients from one workspace.

Effigate supports L1, L2, L3, and Solution Architect support levels. For each Bucket-Based contract, you explicitly define which support levels are included — only those levels are selectable when raising tickets under that contract.

Tickets route to agent queues based on job type category, support level, and client priority. Managers can see queue depth, agent workload, and SLA status across all clients simultaneously — enabling proactive resource allocation.

Yes. Effigate unifies project management and helpdesk operations. Project tasks and support tickets share the same time tracking and billing layer — all hours (project and support) deduct from the same contract bucket.

Get started today

Run your entire MSP operation from one platform.

Effigate gives MSPs the SLA enforcement, bucket billing, agent management, and per-client portals to scale without operational chaos.

Start free trial View pricing