SLA tracking that doesn't require a spreadsheet
SLA tracking that lives in a spreadsheet is SLA tracking that quietly fails. Orbit ties SLAs to the work itself — tickets show their countdown, queues show what's at risk, and reports show actual performance vs the agreement.
Who it's for
- MSPs running tiered agreements with different SLAs per tier
- IT support companies with response-time commitments
- Help desks measured on first-reply and resolution times
- Service managers who need defensible SLA reporting
Pain points we solve
- No live view of which tickets are about to breach SLA
- End-of-month SLA reports calculated by hand
- SLA definitions buried in PDFs no one reads
- Escalations happening after the SLA is already missed
How Orbit fits
Orbit treats SLAs as first-class objects. You define them once — by client, agreement, or ticket type — and every relevant ticket inherits its countdown. The queue surfaces what's at risk now. The reports show actual performance over time.
What Orbit delivers
Per-client and per-agreement SLAs
Set different response and resolution targets for different clients or agreement tiers. No one-size-fits-all defaults.
Live countdown on tickets
Every ticket shows its SLA state — green, at-risk, or breached — so technicians and managers can self-prioritize.
Pre-breach escalation triggers
Automations fire when a ticket is X minutes from breach, routing it to a senior tech or manager before it slips.
SLA reporting and trends
Track first-response and resolution times by client, technician, tier, and category. Surface trends, not just totals.
Pause and resume
Pause SLA counters when the ticket is waiting on the client, then resume when activity resumes — without manual edits.
When teams reach for this
- Multi-tier MSP support with different response targets per tier
- Premium support upsells with stricter SLAs
- Internal IT teams reporting SLAs to leadership
- Help desks measuring tier-1 vs tier-2 performance
- QBR prep with defensible SLA performance data
Frequently asked questions
- Can we have different SLAs for different clients?
- Yes. SLAs can be set at the client level, the agreement level, or the ticket-type level — and they cascade in that order.
- How does the SLA pause work?
- When a ticket status changes to 'waiting on client' (or any status you configure as a pause state), the SLA counter pauses. When the client responds and the status flips back, the counter resumes.
- Can we report SLA performance to clients?
- Yes. SLA reports can be filtered by client and exported, or surfaced in client portal views for transparency.
Want to see how this works in Orbit?
Pick a 15-minute slot — we'll show how Orbit handles this in your workflow.
Pick a 15-min slot · No commitment required