Issues with a clock on them
Customer issues tracked against service level agreements that actually measure response and resolution — so a missed commitment is visible while you can still do something about it.
What you get
Issues against customers
Every issue sits on the customer record alongside their orders and invoices, so support has the context a conversation needs.
Service level agreements
Response and resolution targets defined per priority and applied automatically, rather than remembered by whoever picks the ticket up.
Priorities that mean something
Each priority carries its own targets, so urgent is a commitment with a clock rather than a label.
The clock pauses correctly
SLA timers can hold while an issue waits on the customer, which is what stops the measurement from punishing you for someone else's delay.
Warranty claims
Claims tracked against the item and its serial number, connecting a support case to what was actually sold.
Issue types and history
Categorised issues build into a record of what breaks most — the difference between firefighting and fixing.
Common questions
Can we set different response times per priority?
Yes. Each priority within a service level agreement carries its own response and resolution targets.
Does the SLA clock stop while we wait on the customer?
Yes, SLA timers can be paused on defined statuses so waiting on a reply does not count against your target.
Can support see the customer's orders?
Yes. Issues sit on the same customer record as their quotations, orders and invoices.