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SLA Tracking

The SLA Tracking module lets you define, monitor, and report on service-level agreements for each customer. It replaces the compliance calendar used by accounting verticals with deadline-driven SLA management purpose-built for MSPs.

Setting Up SLAs​

SLA Tiers​

Define SLA tiers that can be assigned to customers. Each tier specifies:

  • Response time target — maximum time from ticket creation to first response (e.g. 15 minutes for Critical, 1 hour for Standard).
  • Resolution time target — maximum time from ticket creation to resolution (e.g. 4 hours for Critical, 24 hours for Standard).
  • Uptime commitment — percentage uptime target over a rolling period (e.g. 99.9% monthly).
  • Business hours — whether SLA clocks run 24/7 or only during defined business hours.

Assigning SLAs to Customers​

  1. Navigate to Customers and open the customer detail view.
  2. Under the SLA tab, select the appropriate SLA tier.
  3. Optionally override individual targets for customers with bespoke agreements.

SLA assignments take effect immediately. All new tickets for that customer will inherit the configured targets.

Monitoring SLA Performance​

SLA Dashboard​

The Dashboard includes an SLA Health panel showing:

  • Tickets currently approaching or breaching response/resolution targets.
  • Overall compliance percentage for the current period.
  • Per-customer SLA performance breakdown.

SLA Deadline Alerts​

AtlasOS generates alerts as SLA deadlines approach:

  • Warning — a configurable percentage of the target time has elapsed (default: 75%).
  • Breach — the target time has been exceeded.

Alerts appear in the Smart Inbox and can trigger escalation workflows.

Escalation Workflows​

Configure escalation rules that fire when SLA thresholds are crossed:

  1. Auto-reassign — move the ticket to a senior technician or team lead.
  2. Notify — send an email or in-app notification to the account manager.
  3. Escalate to management — flag the ticket for practice-level review.

Escalation rules are configured under Administration > SLA Settings > Escalation Rules.

SLA Reporting​

Generate SLA performance reports filtered by:

  • Customer or customer group
  • SLA tier
  • Date range
  • Breach vs. met targets

Reports can be exported as PDF or CSV and shared via the Client Portal, giving customers transparency into your service delivery performance.

Integration with Billing​

SLA performance data feeds into the billing module. You can:

  • Track SLA credits or penalties defined in customer contracts.
  • Include SLA compliance summaries on invoices.
  • Use SLA breach data to identify customers requiring contract renegotiation.