Don't react to SLA breaches. Predict them.
Set smart SLAs and OLAs, then let AI monitor every ticket, flag at-risk cases before they breach, and tell agents exactly what to do next.
SLA compliance that works before you have to
Define SLAs as precisely as your operations demand
Build targeted time limits for every scenario, by priority, team, location, or request type, and give agents a clear picture of what's due and when.
Different SLAs for different scenarios
- Rules based on priority, location, team, or request type
- Separate targets for response, resolution, and workflow stages
- Visual urgency indicators keep agents focused on what's due first
Coordinate internal teams with OLAs
- Stage-level time limits across each workflow step
- Pinpoint which stage is impacting overall SLA compliance
- Combined SLA + OLA view across the full request lifecycle
Track service levels throughout workflow stages
Built to help teams meet and exceed their commitments
Available on-premise or SaaS. SLA intelligence works the moment you set it up.
Speed is based on actual priority
Every ticket is handled based on real impact and urgency, ordered by what matters most. AI surfacing risk makes the right order even clearer.
Better expectation management
ETTR gives users accurate, AI-generated estimates of when their issue will be resolved, before they even have to ask.
Improved customer satisfaction
Quick Replies help agents acknowledge requests instantly, so users always feel heard, even during peak load.
A platform for continuous improvement
OLA stage tracking shows exactly where bottlenecks form, making process improvement evidence-based and targeted.
Standardized across the organization
One SLA framework for IT and any other department using InvGate. Consistent commitments, consistent delivery.
Agents focused on what matters
AI risk signals and visual SLA indicators remove guesswork, so agents spend their time resolving tickets instead of triaging priorities.
Discover other Service Management features
Ticket Management
Manage your incidents
AI-Powered
Enhance support efficiency
Self-Service
Encourage self-help
Workflows
Improve IT efficiency
Virtual Service Agent
Conversational ticket resolution
Analytics
Analyze your efforts
Knowledge Management
Build and share knowledge
Change Management
Better manage change
Problem Management
Get proactive
Automation
Automate support processes
ITIL
Employ best practices
SLAs
Prioritize IT operations
MCP
Query service desk data
Gamification
Improve team productivity
Multiple departments
Extend outside IT
Product Catalog
Request and fulfill hardware
Agent Studio
Build governed agents
Clear pricing
No surprises, no hidden fees — just clear, upfront pricing that fits your needs.
Easy migration
Our team ensures your transition to InvGate is fast, smooth, and hassle-free.