Tickets, SLAs, contracts, projects and billing — running on the same platform as your monitoring, so the alert and the ticket are the same conversation.
Intake rules match on the machine, the check and the exit code — not just the words in an email. Rule conditions:
Queues with skills-based claiming. Shared mailboxes via Google Workspace or Microsoft 365. Canned responses, watchers, satisfaction surveys. History that cannot be edited, enforced by the database.
Response and resolution targets per priority, measured against a real calendar — split shifts, public holidays, time zones and all — so a Friday-evening ticket is not technically breached by Monday morning.
Split shifts, holidays and time zones, per support group. Or 24/7 for the teams that are.
Give your gold clients tighter targets without maintaining a second set of policies.
A configurable threshold pages someone while there is still time to act.
Reassign, raise priority or move the ticket to another group automatically.
Your customers sign in with their own identity — not a shared password — and see their own tickets, contracts, invoices and projects. Because the modules share a platform, they can also see the devices you look after for them, live, and the documentation you have chosen to share.
You decide what each contact is allowed to see, one control at a time, and everything they do is recorded against their own name rather than a generic customer login.
Each of these is switched on per contact, so a billing contact and a technical contact need not see the same things.
Lifecycle stages with full version history. Renewal detection, notice periods and auto-renew. Churn reasons captured, so the pattern is visible. Health scoring across your book of business.
Sprints with a real close ceremony, not a status flip. Dependencies, epics, story points and subtasks. Cycle time, cumulative flow and estimation accuracy. Every carried-over item logged, so spillover is measurable.
Track time as you work, then generate invoices from it — grouped by contract, at that contract’s agreed rate, with anything it couldn’t price explained rather than silently dropped. Entries are stamped once billed, so the same hour cannot go out twice.
The one that touches four systems. That is the one worth walking through together.