Industries · IT and managed services
A desk that knows the contract behind the ticket.
An MSP lives on two clocks at once: how fast a ticket gets answered, and when a client’s contract needs renewing. Both belong on the same record as the client itself.
SLA clocks on your working hours
Response and resolution targets count the hours you actually work, so "breached" means breached on your calendar, not a generic 24 hours.
Levels and departments
Frontline, a specialist team, and escalation beyond it — a ticket moves between them and each agent sees only their own queue.
Recurring contracts, billed on schedule
A managed-services retainer raises its own invoice each period, with auto-charge through your own Stripe account if you want it.
A renewal reminder before the contract lapses
A signed contract’s expiry is watched, and a reminder goes out ahead of it, not after a client asks why the service stopped.