SLA and Escalations

The problem

You signed a contract that says four-hour response. Nobody can tell you whether you hit it last month. The ticket queue has no clock on it, so “urgent” means whoever shouted loudest, and the first anyone hears about a missed commitment is the client on the phone. When a ticket lands that your team genuinely cannot solve — the firewall nobody configured, the Exchange migration that broke — it sits, because there is no defined next step and no one wants to own the delay.

What Solidlio does about it

Every ticket gets two independent clocks — first response and resolution — sized by priority from a policy you define per client. The clocks run against a real working calendar: a per-day working week in a declared time zone, minus the holidays you list. They stop when you are waiting on the customer and resume when you are not. A job sweeps every 60 seconds to mark breaches and warn 15 minutes ahead. When a ticket needs to leave your team, escalation moves it with a reason and an audit trail — either by hand, or automatically on breach — and can be dispatched to an external provider whose rate is snapshotted at the moment of assignment, tracked through to time entries, approval and billing.

Capabilities

Built for MSPs and their clients

SLA is a two-sided commitment, so the product treats it as one. The MSP writes the targets it is contractually bound to; the client sees what it is owed and whether it is being delivered.

A managed client normally holds no SLA configuration of its own — its MSP cannot write inside the client’s organization. Solidlio resolves this by falling back to the policy and calendar of the account servicing the client. The client’s own configuration always wins where it exists, and the relationship is directional, so one client’s policy can never land on another’s ticket.

How it works

1. Define the policy — name it, add a target row per priority in minutes, mark it default for the organization.
2. Set the calendar — choose the time zone, enable working days, set start and end times, then list the holidays. Without a calendar, clocks run 24/7.
3. Tickets acquire deadlines — on creation, a ticket takes the default policy’s target for its priority and gets a response and resolution deadline computed across working hours only.
4. The desk works the ticket — the detail banner shows time remaining and the policy in force. Waiting on the customer? Pause; the paused span is excluded when the clock resumes.
5. The sweep runs — every 60 seconds, breaches are marked and tickets within 15 minutes of a deadline raise a warning to the queue’s members and to any subscribed integration.
6. Escalate what needs it — by hand with a reason, or automatically once a breach has stood for as long as the organization specifies.
7. Dispatch and settle — offer the escalation to a provider, who accepts, works and completes it. Time is logged and approved, billing is calculated against the rate snapshotted at assignment, and the requester leaves a rating.

Compliance and audit

Every SLA and escalation transition is recorded against the ticket, not just in a log file. Reconstructable after the fact:

• Which policy applied, and both deadlines as computed
• When first response and resolution were recorded, and whether each breached
• Every pause and resume, and the total paused minutes carried
• Who escalated a ticket, when, why, and the account and assignee it came from
• Who accepted, returned or resolved an escalation, with resolution notes
• The rate agreed at assignment — snapshotted, so later rate-card edits cannot rewrite the cost of work already done
• Every time entry against an escalation, and who approved it

Compliance reporting returns met and breached counts, a compliance rate, and average response and resolution times, scoped to the caller’s account and filterable by organization and date range.

Editions

slaManagement gates SLA configuration. Escalation carries no plan gate.

MSP / IT partner plans

End-customer plans

Reads are never gated. A downgrade leaves existing SLA configuration visible and removable rather than stranded. A managed client inherits its managing MSP’s tier. Blocked writes return a structured upgrade offer rather than a bare error.

Integrations

Outbound webhook events for SLA_WARNING, SLA_RESPONSE_BREACHED and SLA_RESOLUTION_BREACHED carry the ticket, organization, assignee, deadline and remaining minutes, so an existing on-call or chat tool can act on them.