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Response commitments only mean something when they’re measured. The SLA engine attaches first-response and resolution targets to each ticket category, times them from the moment a ticket is raised, pauses the resolution clock while you’re waiting on the requester, and warns you before a deadline slips — turning “we’ll get to it” into a number you can report on.
How the clock works
Every ticket tracks two commitments independently: how fast someone first responds, and how fast it’s resolved. Both are driven by the ticket’s category, so a password reset and a production outage carry different promises — and the clock reflects reality, not wishful thinking.
The clock starts when a ticket is raised and stops the instant the first agent (never the requester) replies. Miss it and the ticket is flagged, not quietly forgotten.
A separate clock runs until the ticket is resolved, sized by category so critical issues carry tighter deadlines than routine ones.
When a ticket is waiting on the requester, the resolution clock pauses — you’re not penalised for time you don’t control, and it resumes on their reply.
Policy, not guesswork
Define a category once — with its response and resolution targets, a default queue and a default owner — and every ticket in it inherits the policy automatically. Change the policy, and future tickets follow. No per-ticket fiddling, no spreadsheet of promises.
Before the deadline slips
A clock is only useful if it nudges you before it runs out. A scheduled check flags tickets that are breaching soon and those already breached, fires reminder notifications through your existing rail, and — as escalation lands — pushes an overdue ticket up to the owner’s manager.
Tickets approaching a deadline surface on the dashboard and ping their owner while there’s still time to act.
A scheduled job re-checks every open ticket against its due dates and emits reminder notifications the moment a target is missed.
On breach, the ticket escalates to the assignee’s manager — reusing the same escalation path as leave and approvals.
The SLA engine ships after the core desk. SLA columns are already reserved on every ticket, so turning it on is behaviour — not a migration.
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