Set first-response and resolution targets per client and priority, stop the clock while a ticket is on hold, count only your working hours, and prove it all with breach reports and scorecards.
Get Started Free Compare VertaskFree forever No credit card Setup in minutes
Separate first-response and resolution SLAs per billing audience and priority tier — the way real service agreements are written.
A 4-hour SLA opened at 5pm lands the next morning, not overnight. On-hold time never counts against you.
Live SLA badges on every ticket, an escalation alert before you breach, and a per-client scorecard you can export for the monthly review.
Yes. Targets are defined per billing audience (client/contract) and per priority, so each agreement gets its own response and resolution goals.
Yes — putting a ticket on hold pauses its SLA clock, and the time is given back when work resumes, so waiting on a client never counts against your numbers.
Yes. Vertask includes an SLA breach detail report, a per-audience compliance scorecard and a first-response report — all filterable by date range and exportable to CSV/Excel.