Promises you can actually keep.

SLA policies that understand your working hours, your holidays and your escalation path — and that warn you before a breach rather than reporting it afterwards.

PrimeOps SLA management screen showing overall compliance, active SLA and breach counters above an SLA configuration form with response, resolution and escalation time targets set per priority level — On this screenSet response, resolution and escalation targets per priority, scoped to incidents, service requests or both — with live compliance and breach counts above them.
Separate response, resolution and escalation clocks
A different target for each priority, from 15 minutes to 8 hours
One policy applied to incidents, service requests or both
Compliance rate, active policies and breach count above the form
Click the screenshot to enlarge →

What you get

Business calendars and holidays

A 4-hour SLA raised at 6pm on Friday should not breach over the weekend. Define working hours and holiday calendars so targets reflect reality.

Response and resolution targets

Track both clocks separately per priority, because acknowledging fast and fixing fast are different promises.

Tiered escalation

Automatic L1 and L2 escalation as a ticket approaches its target, so the right manager knows before the customer does.

At-risk warnings

Tickets heading for a breach are flagged while there is still time to act, not filed into a breach report afterwards.

On-hold handling

Pause the clock when you are legitimately waiting on a requester or a vendor, so your metrics measure your performance and not theirs.

Breach reasons

Capture why a target was missed, so SLA reporting explains the number instead of just showing it.

Also included

Per-team SLA policies

Per-service SLA policies

Priority matrix configuration

SLA automation rules

Breach trend reporting

On-call schedule integration

Scheduled SLA reports

Escalation notifications

Works with the rest of the platform.

Incident ManagementQueues, SLA clocks, major incidentsExplore →Service CatalogRequest forms and approval workflowsExplore →Smart NotificationsGranular, per-event alertingExplore →

Get started

Try it on your own tickets for 14 days.

No credit card, no sales call required. Start free and see how it handles your actual queue.

14-day trial · No credit card · From ₹549/agent/mo · Data stored in India