SLA Monitoring & Escalation
Continuously monitors the progress of open tickets against agreed SLA times and automatically sends escalation alerts when deadlines are at risk of being missed. Prevents SLA penalties and keeps customers proactively informed.
At a glance
Up to 8 hours/week
time saving
Up to 6x within 4 months
expected ROI
Live in 3 weeks
from intake to production
GDPR-compliant
EU hosting & human-in-the-loop
Time savings and ROI are indicative and depend on your process, data and volume.
Before & after
From manual to automatic
SLA violations are noticed too late and cost customer trust and money
- Employees have no real-time view of which tickets are about to miss their SLA deadline — only discovered afterwards with the damage already done.
- Escalation procedures are manual: managers are informed too late and customers are not proactively kept in the loop.
- SLA reports are compiled manually, so reporting data is too old to act on.
Real-time SLA monitoring with automatic escalation triggers
- Continuously monitors each open ticket and calculates how much time remains until the SLA deadline based on priority and customer contract.
- Automatically triggers escalation alerts to the right manager or employee at configured thresholds (for example, at 75% and 90% of SLA time elapsed).
- Proactively informs customers via email or WhatsApp if a ticket is at risk of missing the deadline, including expected resolution time.
- Generates real-time SLA dashboards and weekly reports per customer, team, and ticket type.
Workflow
How it works
See how the agent moves through the process step by step — you stay in control of every decision.
Workflow in action
SLA Monitoring & Escalation · Monitors service level agreements and triggers escalations when deadlines are at risk
Continuously monitor open tickets
apiContinuously monitor all open tickets
Calculate remaining SLA time
analysisDetermine remaining SLA time
Escalation threshold reached: send alert
dataSignal escalation point
Inform manager and customer
outputInform manager and customer
Generate SLA report
apiReport SLA performance
0
Steps completed
5
Total steps
What it delivers
Fewer SLA violations, stronger customer relationships, and better team performance
Every SLA violation costs money — through contractual penalties, churn, or reputation damage. By automating escalations, the right people intervene before it happens. Customers appreciate proactive communication and managers have real-time visibility into team performance. The result: consistently higher SLA compliance without extra administrative work.
through proactive escalation before deadline
through proactive communication when delays occur
automated SLA reports instead of manual work
Figures are indicative and depend on your processes and volume.
Integrations
Works with your software
Connects with your helpdesk systems, communication tools and BI platforms for fully automated SLA monitoring and reporting.
Helpdesk & ITSM
Communication
CRM & Contract Management
Reporting & BI
Frequently asked questions
Can we set different SLA times per customer or contract type?
Yes, you configure SLA parameters per customer, priority level, or contract type. Premium customers can have shorter response times than standard contracts. The agent retrieves contract data from your CRM or helpdesk platform and automatically applies the threshold values per ticket.
Who receives the escalation alert and through which channel?
You define the escalation matrix yourself: who is informed at 75% of SLA time elapsed, who at 90%, and who if the deadline is actually missed. Escalations go via email, Slack, Teams, or SMS — you configure the channel per recipient and urgency level.
How does proactive customer communication work when a ticket is at risk?
When a ticket reaches a configured threshold, the agent automatically sends a status update to the customer with the current status, expected resolution time, and contact person. You customize the message text in your brand voice. Customers appreciate this and ask for status updates less frequently.
How detailed are the SLA reports?
Reports include per period: compliance percentage per customer and priority, average resolution time, top bottlenecks per category, and trend analysis. You can have reports automatically sent weekly or monthly to managers and account managers. All data is also available in your BI tool via API.
What if a ticket reaches an SLA deadline outside business hours?
The agent accounts for business hours and service windows that you configure. Outside business hours, SLA clocks pause or escalations are routed to an on-call employee, depending on your contract terms. For 24/7 contracts, the agent monitors continuously and escalates around the clock.
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