Rev up your customer support to pit crew speeds with DevRev's precision-tuned SLAs and ensure your team hits every response time target. Your service promises become reality through SLAs (Service Level Agreements) that are connected to your customers, product parts, and issues - not just tickets. Get granular, context-aware, and customer-centric with your SLAs so that you never miss one.
Effortlessly create and assign SLAs
Say goodbye to the hassle of creating and assigning SLAs using complex flowcharts. Our SLA rule engine, powered by granular controls, intelligent automation, and flexible customization, ensures your customers consistently receive the right level of support, every single time.
Define triggers that will activate your SLA
Our simple interface allows you to map conditions to parts of your product, tags, severity levels, or any other relevant criteria. This granular control ensures that your SLAs are triggered at the right moment, every time.
Pick a metric (or create one) for your support goals
Whether it's first response time, next response time, or resolution time, our platform offers pre-built metrics to choose from. Need a metric that’s more specific? You can easily create custom metrics tailored to your unique requirements.
SLAs in sync with your business
Our flexible settings allow you to account for calendar and business hours, ensuring that your SLAs accurately reflect your support availability.
Automate SLA Assignment
Spending hours creating complex flowcharts to auto-assign SLAs to customers? Our intelligent Assignment Rules automates SLA assignment based on your predefined criteria, ensuring the right SLAs are consistently applied to relevant old and new customers – saving time and hassle.
Flexible Exceptions
One size doesn't always fit all. We understand that sometimes you would like to create Exceptions for customers who require special treatment, overriding the Assignment Rules when necessary. This flexibility allows you to tailor support to your customers’ unique needs.
Default SLA Fallback
Never leave a customer without an SLA. Our system automatically assigns a Default SLA to customers who do not meet any of the specified criteria, guaranteeing that every customer receives the appropriate level of support.
Effortlessly monitor SLAs everywhere
Keep track of SLAs on all channels so that you can focus on the most urgent or time-sensitive customer issues, ensuring rapid response to critical customer issues. Gain instant visibility with real-time SLA tracking in your Omnichannel Inbox, Ticket Vistas, and Conversation panels.
Instant visibility on Omnichannel Inbox
When support teams have real-time visibility of critical SLA information, they can quickly identify customer issues that are at risk of breaching or have already breached their SLAs. With Next SLA Target filter on your Inbox, take action before the breach occurs, minimizing the impact on customer satisfaction and preventing penalties due to non-compliance.
SLA-at-a-glance with color-coding and countdowns
The Next SLA Filter on Tickets vista can sort tickets in order of priority based on the time remaining until SLA breach, incorporating visual cues such as color-coding and countdown timers. This allows support teams to make swift decisions, allocate resources effectively, and take proactive measures to prevent a breach.
Real-time SLA timers on Conversation and Ticket panel
Equip your support team with SLA Timers inside Conversation and Ticket views. Provide agents with the comprehensive context they need to understand each customer's issue and prioritize based on service level commitments. With full visibility, support teams can deliver tailored support, facilitate collaboration, and reliably meet SLAs.
Effortlessly stay on top of your SLAs
Get instant, actionable notifications across all your favorite channels, so you never miss an SLA
Push notifications in real-time
Take immediate action when you receive real-time notifications of SLAs close to breach. Clickable push notifications provide direct access to the relevant ticket or conversation, enabling agents to start working on critical issues without missing a beat. Color-coded visual cues convey the urgency of each SLA, ensuring that support teams can prioritize effectively.
We put the SLA in Slack
Stay ahead of SLAs with real-time Slack notifications that alert your support team the moment a ticket breaches or is about to breach an SLA. Route notifications to specific channels based on ticket subtype, severity, and part of the product, keeping your team organized and focussed. You can also tailor your Slack notifications to include all the essential details, like ticket number, customer name, SLA type, time remaining, and a direct link to the ticket in your Support app, so your team can jump into action and resolve issues faster than ever.
SLA notifications on the go
With real-time email notifications get instant, detailed, and actionable alerts on SLA status straight to your inbox. Customizable email alerts, advanced automation, and seamless integration with your workflow give support teams the power to fix and escalate issues without breaking stride. Whether you're at your desk or on the go, you will have all the information you need to make informed decisions and act swiftly.
Effortlessly report SLA adherence
What gets measured and reported, improves exponentially. Create custom reports in seconds without coding and monitor the performance of your support team in real-time. Gain valuable historical perspective with easy-to-access hit and miss data, to make data-driven decisions and consistently exceed customer expectations.
No code custom SLA analytics
Create tailored SLA reports in seconds without any technical expertise. No more complex formulas or SQL queries – just the data you need, when you need it. Our intuitive visualization tool lets you select metrics and generate custom reports instantly.
Out-of-the-box SLA reports
Hit the ground running with pre-configured SLA reports. Perfect for teams who need immediate insights, these out-of-the-box solutions offer instant visibility into critical SLA metrics, ensuring consistent tracking across your entire support team.
Only hits, no misses : Retro-analyze SLA compliance
View SLA breaches, compliance rate, hit & miss rate as they happen with our dynamic support analytics dashboard. Take immediate action on issues, maintain high customer satisfaction, and stay in control of your SLA performance at all times.
Never miss an SLA with DevRev
With DevRev, you can reduce SLA breaches by 40%, improve response time by 60%, and resolve tickets 4X faster. Book a demo today to see DevRev in action.
