Solution
For support operations, service delivery, and customer success leaders: SLA terms read from the contracts themselves and enforced against live ticket queues, with evidence.
The problem
Nobody watches the clock the contract actually defines, so missed commitments surface as service credits and escalations, never as warnings.
The static SLA field doesn't know about holidays, business hours, pause conditions, or the custom terms your biggest account negotiated.
When a customer claims a missed SLA, nobody has the pause-and-resume history to prove otherwise — so unjustified credits get paid.
The product, not a promise
How it works
Pull SLA terms, tiers, and pause-clock conditions from the contracts.
Track live tickets against each commitment's true remaining time.
Fire risk alerts before breaches and re-rank agent queues dynamically.
Keep an audit-ready timeline for every commitment.
Analyze past breaches and surface staffing and process fixes.
Who it's for
Support manager
VP of customer success
Legal & finance
Service-level commitments live in contracts; performance lives in ticket queues. In between sits a static CRM field that doesn’t know about holidays, business hours, or the custom terms your biggest account negotiated — so breaches are discovered after they happen, penalties follow, and when a customer disputes a deadline, nobody has the timeline to prove otherwise.
The SLA Compliance Intelligence Agent extracts service-level terms directly from the contracts — response times, resolution targets, support tiers, pause-clock conditions, penalty clauses — and monitors live ticket streams against them. Time remaining is computed truthfully: customer-specific business hours, holiday calendars, and tier all factored in. Agent queues re-rank dynamically so the genuinely at-risk ticket rises to the top instead of the easy one getting cherry-picked. Risk alerts fire hours before a breach, giving managers time to swarm the issue while it can still be saved.
Multi-tier logic that is impossible to police manually — Premium versus Standard versus the one custom contract — becomes configuration the system enforces uniformly. New premium tiers with their own timers roll out without retraining the frontline team.
Every commitment tracked carries its trace: the contract clause it came from, the ticket events against it, the pause-and-resume history of the clock. When a customer claims a missed SLA, the response is an audit-ready timeline rather than a negotiation — which is what ends unjustified service-credit payouts. Beyond individual tickets, the agent analyzes the root causes of past breaches — topics, times of day, staffing patterns — and surfaces the adjustments that prevent recurrence. Account managers see real-time adherence and health for their key accounts from the same governed data the support team works from, so success and support argue from one record instead of two.
Objections, answered
It is computed from the contract's own terms — business hours, holiday calendars, tier, pause conditions — and every commitment shows the clause it came from plus the event history behind the timer. You can check any number against its source.
Yes — that is the point. Terms are extracted from each contract's actual language, so tiers, carve-outs, and one-off commitments are enforced per account instead of flattened into one default policy.
Each commitment carries an audit-ready timeline: the source clause, the ticket events against it, and the full pause-and-resume history. Support, success, and the customer argue from the same record.
Point it at the contracts and connect the ticket system. Monitoring starts read-only alongside your existing dashboards; queue re-ranking and alerts switch on once you have watched it be right.
Watch the agent extract its tiers and pause clauses, wire them to a live queue, and flag the first at-risk ticket.
Request a demo