SLA management software that measures while you work
Most teams discover an SLA breach the way archaeologists discover ruins: after the fact, by digging. The commitment lived in a contract PDF, the tickets lived in a queue, and nothing connected the two until someone assembled a spreadsheet for the quarterly review. Monitic builds SLA management directly into the service desk, so every ticket carries its targets from the moment it is created and the countdown is visible to the people who can still do something about it. The service level agreement stops being a document you check against and becomes a clock you work against.
Per-priority SLA targets
A password reset and a site-down outage should never share a deadline. Monitic lets you define SLA targets per priority level, so a critical incident carries an aggressive clock while routine work gets a realistic one. Set the targets that reflect what you have actually promised — to internal stakeholders or to customers under contract — and every ticket inherits the right commitment automatically based on its priority. There is no per-ticket configuration to forget and no default that quietly misrepresents your obligations. When priorities change mid-ticket, the applicable targets follow, so the measurement always matches the promise in force.
Breach visibility before and after the fact
The point of tracking an SLA is not to document failure — it is to prevent it. Monitic surfaces SLA state where technicians and managers actually look: on the ticket, in the queue, across the desk. Work that is trending toward its limit is visible while there is still time to reassign it, escalate it, or simply do it next. And when a target is missed, that is visible too — plainly, per ticket — so service reviews run on shared facts instead of competing recollections. Pair this with ticket automation and the desk can act on SLA pressure by itself, routing and escalating tickets before a human notices the clock.
One clock for incidents and requests alike
Because SLA management is part of the same desk that handles ticketing and request fulfillment, the same target framework covers both streams of work. Incident response commitments and request fulfillment commitments are defined once and enforced everywhere, and because tickets in Monitic carry live device context from the same agent that monitors the fleet, technicians spend their SLA window fixing the problem rather than looking up the machine. For MSPs, met and missed commitments sit beside the commercial record in billing and contracts — the operational truth and the contractual relationship in one platform.
Works with
- Ticketing — every ticket carries its SLA targets and live device context.
- Ticket automation — escalate and reassign automatically as clocks run hot.
- Request fulfillment — apply the same commitments to service requests.
- Endpoint management — the device data that shortens time-to-resolution inside every SLA window.
Frequently asked questions
Can we set different SLA targets for different priorities?
Yes. Targets are defined per priority level, so critical incidents carry tighter response and resolution commitments than routine work. Each ticket inherits its targets from its priority automatically.
How do we see breaches?
SLA state is visible on the ticket and across the queue — both time remaining while a ticket is open and breach status once a target is missed. Managers get the same view technicians do, so reviews run on shared numbers.
Can the platform act on an SLA before it breaches?
Yes, through automation rules. The desk can route, reassign, or escalate tickets based on conditions you define, which is how teams keep clocks green without a human watching every timer. See ticket automation.
Is SLA management priced separately?
No. It is part of the service desk, included in the platform. Per-endpoint plans with no per-technician fees — see pricing.
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