Glossary / SLA (Service Level Agreement)
A contractual commitment defining the response and resolution time an MSP promises for a given ticket priority — and how performance against it is measured and reported.
An SLA typically defines two clocks per priority level: time to first response (how quickly a human acknowledges the ticket) and time to resolution (how quickly it's actually fixed). A "critical" priority ticket usually carries a much tighter commitment than a "low" priority one.
SLA reporting only means something if the timestamps behind it are trustworthy — a ticket created in one system from an alert generated in another, with two clocks that were never designed to agree, produces an SLA report that's an approximation dressed up as a fact.
Breach warnings — a flag before a clock actually runs out, not just a report after it already has — are what actually let a dispatcher intervene in time to avoid the breach in the first place, rather than just documenting that one happened.
How Nexus handles this
SLA timers in Nexus run against the same ticket record the alert was created as, with breach warnings before they happen, not a reconciled report after the fact.
A company that remotely manages a client's IT infrastructure and end-user systems on an ongoing, proactive basis — usually a flat-fee contract, not break-fix billing.
Software that lets an MSP monitor device health and perform remote management tasks — patching, scripting, remote control — across every client site from one console.
Software that runs the business side of MSP operations — ticketing, SLAs, billing, contracts, and client records — the system of record most MSP work flows through.
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