SLA Management

Keep up with contract service level agreements.

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Effectively track and monitor all contractual service level agreements

Setup SLAs, create thresholds, identify escalation points, attach evidence, record your findings, move vendors into remediation with defined cure periods, and report on all remediation efforts.

Maintain high-quality and consistent service

Through a detailed log and formalized process, tracking the SLA through each step of the way and viewing reports, you’re able to hold both your team and the vendor accountable.

Identify financial gain if thresholds are not being met

Easily spot and call attention to SLA issues to maximize potential options to benefit your organization.

Conveniently compare services for the best match

Utilize active and historical SLA information to analyze and provide insight to base long-term service provider selection decisions.

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Record vendor performance

Keep track of performance by notating if they're following the SLA or not. There are severity settings including Successful Performance, Improvement Needed, and Unsuccessful Performance. You can set SLA boundaries around range, penalty, cure period, and escalation.

Create thresholds and identify escalation points

A team member will receive email notifications when an SLA reaches a boundary that requires escalation.

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Comprehensive SLA reports

Pull reports on inventory, performance, remediation, and performance trends. See how the performance continues as additional entries are added.

Central SLA monitoring

It’s one central location to monitor and track service level commitments defined in contracts and archive as needed. Glance at overall quick stats, such as how many current SLAs, time in remediation, amount per category, and easily see details and history for each SLA.

Attach evidence

With each entry, you can attach any documents needed to enhance the information being provided.

Remediate SLA and record work

Fix issues happening with SLAs and record new information about it as the process progresses. If any of the monitored SLAs go into remediation, you’ll need to manage it until remediation is complete.

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"Their vendor assessment service takes a significant amount of time and pressure off of our staff, who don’t have the expertise to adequately review most high-risk or critical vendors."

VP Compliance