Hear about a late ticket before the user complains.
Response and resolution targets by priority, live timers on every ticket, escalation paths and on-call rotas. SLA Watch flags risk to the right person while there is still time to act.
At risk now
Escalation path
Policies
- P1 Plant down, security15m / 4h
- P2 Team blocked30m / 8h
- P3 One user blocked2h / 2d
On call tonight
- Network engineer18:00 - 09:00
- Plant 2 floor support22:00 - 06:00
What SLA Watch does.
Live SLA timers
Every ticket shows time left to respond and resolve, paused automatically outside working hours and on holidays.
At-risk alerts
When a ticket passes 75% of its target, the owner is nudged. At 90%, the IT head is told.
Escalation paths
L1 to L2 to IT head, or straight to a vendor. Set by category, site or priority.
On-call rotas
Night and weekend rotas per site. P1 tickets after hours go to whoever is on call.
SLAs per department or client
Tighter targets for clinical systems or the production floor, standard targets elsewhere.
SLA performance
Met, missed and at-risk by engineer, category and site, week by week.
How it runs.
Define
Set targets for P1 to P4.
Schedule
Add working hours, holidays and rotas.
Watch
Timers run on every ticket.
Escalate
Risk goes to the right person automatically.
Starter policies you can adjust.
- P1. Plant down, security incident or clinical system. 15 min / 4 h.
- P2. A team or line is blocked. 30 min / 8 h.
- P3. One user is blocked. 2 h / 2 working days.
- P4. Requests and questions. 1 day / 5 working days.
- Holds. Timers pause while waiting on the user or a vendor.
SLA Watch questions.
01Can different sites have different working hours?
02Can we report SLAs to clients as an MSP?
03What counts as a breach?
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