Description
Keep every support promise with SLA Guard for Perfex CRM
SLA Guard brings clear, accountable service-level management to Perfex CRM tickets. Instead of guessing which tickets are at risk, your team gets a live view of response and resolution deadlines, so urgent work is handled before it slips.
Flexible SLA policies for real support teams
Build policies by department and priority, and refine them for specific clients when VIP accounts need faster treatment. The system matches client-specific rules first, then falls back to general policies, so coverage stays consistent without duplicate setup.
Live ticket monitoring at a glance
A colour-coded monitor shows whether each ticket is pending, on time, approaching its deadline, breached, or resolved. Filter by SLA status, department, priority, or date to focus on the work that matters most right now.
Automatic warnings and escalations
SLA Guard sends a warning before a deadline and notifies the designated manager when a breach occurs. An anti-spam cooldown prevents repeated alerts for the same ticket, while persistent-breach escalation keeps long-overdue cases visible.
Business hours, reports, and control
Deadlines respect your configured business hours and working days. Compliance reports break performance down by department, priority, staff member, and client, with CSV export for client reporting. Built-in settings, test mode, detailed escalation history, and strong permission controls help you run SLA management safely and transparently.
Ideal for support teams, agencies, and CRM consultancies that need measurable response times, fewer missed deadlines, and a professional SLA workflow inside Perfex CRM.
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