How does InvGate Service Management define and manage SLAs?

InvGate Service Management includes a native SLA management model designed to reflect real operational conditions rather than static countdown timers.

SLAs can be defined based on attributes such as service type, priority, request category, customer group, or help desk, and are enforced automatically through workflows rather than manual tracking.

By embedding SLA logic into execution, the platform ensures service commitments are consistently applied and measurable across the organization.

Can SLAs vary and change dynamically during a request’s lifecycle?

Yes. InvGate Service Management supports multiple SLA definitions that can vary by service, priority, department, or requester group.

SLAs can also be recalculated dynamically as a request changes state, priority, ownership, or help desk. For example, an SLA may adjust when a request is escalated or reclassified.

This allows organizations to model real-world service behavior without duplicating workflows or relying on complex status design.

What are Operational Level Agreements (OLAs), and how are they used?

Operational Level Agreements (OLAs) define internal performance expectations between teams that contribute to fulfilling a service.

In InvGate Service Management, OLAs are used to measure internal execution across multi-team workflows, while SLAs remain the external commitment to the requester.

This separation enables accountability across teams without fragmenting the user-facing service experience.

How does InvGate Service Management support multi-team fulfillment with OLAs?

InvGate Service Management allows OLAs to be associated with specific workflow stages, help desks, or task assignments.

As a request moves between teams, the platform measures how long each team takes to complete its portion of the work, independently of the overall SLA.

This provides visibility into internal handoffs and bottlenecks without splitting the request into disconnected tickets.