Service commitment visibility
Track and enforce SLAs across every customer.
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Operations
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A service level agreement (SLA) is a contract commitment between a company and a customer specifying the level of service that will be provided, such as response time for support requests, system uptime, or resolution times. SLAs vary by customer and are critical to maintain to avoid penalties and preserve the customer relationship.
SLAs scattered and invisible
Today, SLAs live in different places: embedded in CRM deals, stored in PDF contracts, tracked in support tickets as tags, and scattered across spreadsheets. Support teams don’t have a reliable way to check what SLA applies to a customer before responding, missing commitments and breaching agreements. Leadership can’t easily see which SLAs are at risk across the customer base or track compliance.
Centralized SLA tracking
In Qontext, store all SLAs in your context repository, synced from your CRM, contracts, and support system. When a support ticket arrives, the team checks the repository to see the customer’s SLA instantly. Leadership gets a clear view of all commitments across the customer base and which ones are at risk. Support teams meet commitments consistently, and violations become visible before they happen.
Get started
Connect your Qontext workspace to your CRM and support system to sync customer SLA data.
Create SLA files in the context repository organizing commitments by customer, with response and resolution time targets.
When support tickets arrive, search the repository to check the customer’s SLA before responding.