Service Level Management

Don't react to SLA breaches. Predict them.

Set smart SLAs and OLAs, then let AI monitor every ticket, flag at-risk cases before they breach, and tell agents exactly what to do next.

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Don't react to SLA breaches. Predict them.

AI-Powered SLA Intelligence

SLA compliance that works before you have to

Three AI capabilities built specifically around keeping your service commitments: predicting risk, estimating resolution time, and helping agents respond in seconds.

Define SLAs as precisely as your operations demand

Build targeted time limits for every scenario, by priority, team, location, or request type, and give agents a clear picture of what's due and when.

Different SLAs for different scenarios

Create targeted time limits as broadly or precisely as needed, with different targets for first response, resolution, and each phase of delivery.

Rules based on priority, location, team, or request type
Separate targets for response, resolution, and workflow stages
Visual urgency indicators keep agents focused on what's due first

Coordinate internal teams with OLAs

Set clear commitments between IT teams with specific response times and handoff requirements. Know exactly which stage is causing delays, then fix it.

Stage-level time limits across each workflow step
Pinpoint which stage is impacting overall SLA compliance
Combined SLA + OLA view across the full request lifecycle

Define OLAs to coordinate internal teams

Track service levels throughout workflow stages

Apply SLAs to measure total time from request initiation to completion, while using OLAs to set time limits for each workflow stage. This dual approach identifies which stages cause delays and impact overall SLA compliance, enabling targeted process improvements.

Explore Workflows

Built to help teams meet and exceed their commitments

Available on-premise or SaaS. SLA intelligence works the moment you set it up.

Speed is based on actual priority

Every ticket is handled based on real impact and urgency, ordered by what matters most. AI surfacing risk makes the right order even clearer.

Better expectation management

ETTR gives users accurate, AI-generated estimates of when their issue will be resolved, before they even have to ask.

Improved customer satisfaction

Quick Replies help agents acknowledge requests instantly, so users always feel heard, even during peak load.

A platform for continuous improvement

OLA stage tracking shows exactly where bottlenecks form, making process improvement evidence-based and targeted.

Standardized across the organization

One SLA framework for IT and any other department using InvGate. Consistent commitments, consistent delivery.

Agents focused on what matters

AI risk signals and visual SLA indicators remove guesswork, so agents spend their time resolving tickets instead of triaging priorities.

Don't react to SLA breaches. Predict them.

SLA compliance that works before you have to

Define SLAs as precisely as your operations demand

Different SLAs for different scenarios

Coordinate internal teams with OLAs

Track service levels throughout workflow stages

Built to help teams meet and exceed their commitments

Discover other Service Management features

Ticket Management

AI-Powered

Self-Service

Workflows

Virtual Service Agent

Analytics

Knowledge Management

Change Management

Problem Management

Automation

ITIL

SLAs

Gamification

Multiple departments

Check out InvGate as your ITSM solution

Clear pricing

Easy migration