Service levels and escalation
Track response and resolution against your working calendar, and hand requests to the team or provider that can help.
Make service commitments visible
A service-level agreement, or SLA, sets the response and resolution targets you agree with a customer. Solidlio applies configured targets and working calendars to ticket work so teams can see deadlines, warnings and breaches.
Basic SLA management starts at MSP Starter or Organization Professional. Advanced SLA management starts at MSP Growth or Organization Business. Check current plans for the capability level you need.
Bring in help through Solidlio
When a request needs skills beyond your team, an authorized user can escalate it through the platform. The ticket keeps the handoff and escalation history. Organization permissions must allow platform escalation; plan access to SLA configuration is a separate consideration.
Tridacom IT Solutions Inc. is the initial MSP enrolled in the escalation pool. Its confirmed specialties include servers, desktops, networking, cloud infrastructure, AI, and software development/customization.
Scope, availability, acceptance and any billable work must be agreed before engagement. The platform subscription does not establish free specialist support, coverage hours or a response guarantee.
A defined handoff
- Record the request and link the relevant technology.
- Work it within your team or escalate it through the permitted path.
- Review the accepted scope and commercial terms.
- Keep progress, conversations and recorded work with the ticket.
A broader specialist-provider directory is planned. The implemented platform escalation path and the service marketplace are distinct workflows.