Enterprise · Part of Service Desk
SLA & OLA tracking
Business-hours SLA (Service Level Agreement: a contractual performance target, e.g. answering X% of calls within Y seconds.) timers for response and resolution, plus internal OLA (Operational Level Agreement: an internal performance target between teams, e.g. how fast L2 picks up a ticket that L1 escalates.) targets between teams, with at-risk and breach states surfaced before a deadline slips.
Response, resolution, and escalation targets per priority, measured against business hours, not wall-clock time.
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For the operator
Each ticket carries its SLA clock, calculated against the project's business hours and holidays, pausing while you wait on the requester and resuming when they reply. Agents and supervisors see on-track, at-risk, breached, and met states, and a background scanner notifies the queue before a target is missed instead of after.
Business impact
Client SLA commitments are measured the way the contract reads, not in raw elapsed time, and breaches are caught early enough to act. OLAs hold internal teams to the same standard, so the L1-to-L2 handoff has a number on it.