Vivantio AI
AI across your whole service operation
Assist agents in the moment, deflect with smart self-service, and turn service data into insight — not a chatbot bolted on.
Explore all Vivantio AIService Management
Automate & Configure
Assist agents in the moment, deflect with smart self-service, and turn service data into insight — not a chatbot bolted on.
Explore all Vivantio AISLA breaches don't happen because teams don't care — they happen because no one saw the clock running out. Vivantio's service level management gives every team real-time visibility of where every ticket stands against its commitment, with escalation rules that fire before it's too late.
SLM is included on every Vivantio deployment — no tier upgrade required.
Service teams at leading organisations trust Vivantio
When SLA targets exist but aren't enforced by the platform, teams rely on agents remembering to check. That's not a system — it's a hope. By the time a breach is visible, it's already happened.
Without SLM…
P2 incident sits unresolved — no one notices the SLA window is 80% elapsed
Breach happens — manager finds out from the customer, not the system
Monthly SLA report is a manual export from the ticket system — it takes two hours to produce
Vivantio SLA targets are configured by ticket type, priority, customer and service. A P1 incident carries a 1-hour resolution target; a low-priority service request carries a 3-day target. Multiple SLA profiles let you honour different commitments for different customers — enterprise clients with tighter contracts get their own profile, applied automatically when the ticket is raised. Business-hours calendars factor in working hours, bank holidays and custom schedules so the clock only runs when your team can act.
Vivantio fires configurable alerts as tickets approach their SLA window — at 50%, 75% and 100% of elapsed time, or at custom thresholds you define. When a ticket stalls, escalation rules automatically reassign or notify a supervisor without waiting for someone to notice. Agents see SLA countdown timers on every ticket in their queue, so priority is never ambiguous. No manual monitoring required — the platform manages the clock so your team can focus on the work.
A single breach tells you something went wrong. A pattern tells you why. Vivantio's SLA reporting lets managers measure performance by team, agent, ticket type, priority and customer over any time period — surfacing the chronic issues beneath individual incidents. Scheduled reports distribute automatically to stakeholders, and customer-facing SLA summaries can be generated for account reviews. Fix the root cause, not just the symptom.
Service level management (SLM) is the ITIL practice of defining, measuring and continually improving service commitments made to customers and internal users. In an ITSM platform, SLM involves configuring response and resolution targets per ticket type, monitoring compliance in real time, triggering escalations before breaches occur, and reporting on SLA performance over time. Vivantio includes SLM as a core capability on every deployment.
Yes. Vivantio supports multiple SLA profiles that can be applied by customer, customer group, ticket type, priority or any combination. Managed service providers and teams with tiered service contracts use this to give enterprise customers tighter SLAs than standard accounts. Each profile defines its own response and resolution targets, business hours calendar and breach notification rules.
Vivantio supports SLA pause states — when a ticket moves to a status like "Pending Customer" or "Awaiting Third Party", the SLA clock pauses automatically. This ensures that agent response time is measured fairly, without penalising teams for delays outside their control. When the ticket is updated by the customer, the clock resumes from where it paused.
Yes. Vivantio includes pre-built SLA performance dashboards and the ability to build custom SLA reports. You can measure breach rates by team, agent, service type, priority and time period. Reports can be scheduled and automatically distributed to stakeholders, and customer-facing SLA summaries can be generated for account reviews and contract renewals.
We'll show you how Vivantio SLM maps to your current commitments — and what it takes to get breach alerts and escalation rules running for your team.
