SLA compliance is measured from the moment a ticket is created to the first technician response. Our system automatically timestamps all interactions and calculates compliance in real time.
What counts as an SLA breach?
Missing the guaranteed first response time by any amount — even 1 minute — counts as an SLA breach and triggers our breach protocol, including client notification and escalation.
Do you provide SLA reports?
Yes. All Business and Enterprise clients receive monthly SLA compliance reports with full ticket history, response times, resolution times, and trend analysis.
What is the SLA credit process?
SLA credits are calculated as a percentage of your monthly plan fee proportional to the breach. Credits are automatically applied to your next invoice within 5 business days — no request needed.
View Pricing & Select Your SLA Tier
Transparent pricing with no hidden fees — select the plan that fits your business needs