SLA Management
Never miss an SLA breach again
Continuous monitoring, automatic alerts, and audit-ready reporting keep your service commitments on track.
Strategic positioning
Orqit provides a real-time SLA engine that integrates with ITSM, Asset, and Workflow modules, automatically calculates compliance, and triggers proactive remediation.
Who this is for
- Service desk managers ensuring SLA compliance
- Operations leadership monitoring service health
- Compliance officers auditing contractual obligations
Operational pain points
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Manual SLA tracking Spreadsheets and timers miss breaches until customers complain.
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Disparate data sources Real-time SLA visibility requires stitching multiple tools.
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Reactive breach handling Teams respond after SLAs fail instead of preventing them.
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Audit reporting gaps Inconsistent SLA evidence slows compliance reviews.
Execution-aware ITSM
See the full impact chain—not just the symptom
Users define SLA contracts (response, resolution times) per service or priority tier. The engine continuously evaluates incidents, calculates remaining time, and surfaces risk scores. When breach risk is detected, Orqit can auto-escalate, open approval requests, or execute predefined remediation workflows.
Capabilities
Platform capabilities
Real-time SLA engine for service desk managers, operations leadership, and compliance officers.
Contract Definition UI
Create SLA policies per service, priority, and customer.
Real-Time Compliance Engine
Calculates elapsed time against SLA targets continuously.
Proactive Breach Alerts
Multi-channel notifications via email, Slack, and Teams.
Automated Remediation
Trigger workflow automations to mitigate breach risk.
Audit-Ready Reporting
Exportable reports with digital signatures.
Workflow examples
How incidents move through Orqit
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1
High-Priority Incident
Engine flags 10 minutes remaining; auto-creates senior engineer approval.
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2
Scheduled Review
Nightly report aggregates SLA compliance across all services.
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3
Customer SLA Dashboard
External portal view for customers to monitor SLA performance.
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4
Escalation Path
Breach triggers automatic ticket escalation and management alert.
Operational benefits
Outcomes your teams will feel
Fewer breaches
Proactive alerts reduce SLA violations before they occur.
Faster remediation
Automated workflows accelerate response when risk rises.
Streamlined audits
Signed reports save hours of compliance preparation.
Higher satisfaction
Customers see commitments met consistently.
Governance & security
Built for audit and least-privilege
- SLA definitions are versioned and signed for audit trails.
- Access to edit SLA contracts is restricted to compliance officers.
- All alerting actions respect RBAC and least-privilege principles.
AI usage
Co-pilot within your guardrails
AI predicts breach likelihood based on incident trends, suggesting preventive actions before thresholds are hit.
Analytics visibility
Operational dashboards that executives trust
Dashboard displays SLA compliance percentages, breach heat-maps, and trend analysis.
Integrations
Connects to your stack
Salesforce
DocuSign
ServiceNow
FAQ
Common questions
Can SLAs be hierarchical?
Yes – you can define parent-child SLA relationships for service bundles.
Does the system support multi-region SLA tracking?
Yes – SLA contracts can be scoped by region, data center, or tenant.
Ready to modernize IT operations?
Launch a pilot workspace or book a walkthrough with our team.