User guide
Configure service levels and escalate a request
Looking for what it does rather than how to use it? Read the Service levels and escalation overview .
Plan access and service commitments
Basic SLA management starts at MSP Starter or Organization Professional. Advanced SLA management starts at MSP Growth or Organization Business. Roles and permissions determine who can configure targets.
SLA settings describe the commitments your team agrees to deliver. They do not establish Tridacom’s support hours or response commitments.
Set up service targets
- Define the working days, hours, time zone and holidays for the service.
- Set response and resolution targets for the relevant priorities.
- Review how status changes pause or resume the clocks.
- Configure the relevant assignment and escalation rules.
- Test deadlines and routing with approved example tickets before applying the policy broadly.
Review the calendar carefully. A missing or disabled working-hours configuration can make clocks run continuously; it does not mean a support team is staffed around the clock.
Escalate through the platform
Check that the organization permits platform escalation and that your role can use the action. Add the request, relevant technology, attempted work and required expertise. Use the configured servicing-provider or platform path and keep the handoff on the ticket.
Tridacom is the initial MSP in the platform escalation pool. Confirm acceptance, scope, availability and rates for the work; obtain the required approval before incurring charges. Recorded time and approval are part of reviewing billable work.
Distinguish the workflows
Platform escalation hands off a support request. The service marketplace supports service listings and resale. A broader specialist directory is planned, so do not assume a searchable pool with published capacity, rate cards or response commitments is available today.