Service Commitments
Maintain response and resolution commitments.
Service CommitmentsMaintain response and resolution commitments.
Business ClocksApply configured calendars and pause rules to supported workflows.
Case SLA ReportsReview consumed time and breach status.
Outage RecordsDistinguish unplanned interruption, maintenance and degradation.
CommitmentClock
Connect configured service levels and business calendars with customer cases, incidents and recorded outage intervals.
What Connects Here
Explore in detailBusiness Clocks
Apply configured calendars and pause rules to supported workflows.
Case SLA Reports
Review consumed time and breach status.
Outage Records
Distinguish unplanned interruption, maintenance and degradation.
Commitment → Clock → Evidence
Explore the details below, then bring your workflow, source data and questions to a guided conversation.
Built into the platform
The capabilities behind
the experience.
Service commitments
Maintain response and resolution commitments.
Business clocks
Apply configured calendars and pause rules to supported workflows.
Case SLA reports
Review consumed time and breach status.
Outage records
Distinguish unplanned interruption, maintenance and degradation.
Published status
Control the updates customers can see.
Availability reports
Measure recorded outage intervals with explicit coverage limits.
Actual product view
Inside Service Levels & Availability.
See the running demo environment. Features and records are subject to your role, configuration and integrations.
Connected by design
Context travels
with the work.
Service records, configuration items, people, locations and evidence share the same operational foundation. Move from investigation to the related asset, service or customer workflow with clear ownership.
Explore the platform architectureImplementation context
Availability reflects recorded outage intervals and does not establish complete monitoring coverage. Industry requirements and service commitments are configured during implementation.
Who this is for
Service level managers, customer success leads, incident managers and availability analysts
A service-level report is difficult to interpret when business hours, pause rules and outage coverage are invisible. Teams must distinguish a configured commitment from the evidence used to calculate elapsed time, breach status or recorded availability.
Illustrative walkthrough
Review a commitment against clocks and outage evidence
A fictional service provider reviews a customer case and a maintenance interval after a service disruption. Its service manager checks the business calendar, consumed time and recorded outage classification before discussing performance with the customer.
01Establish the commitment clock
Inspect the response or resolution commitment, configured business calendar and supported pause rules that apply to the selected incident or customer case. Maintain response and resolution commitments.
02Review actual recorded time
Examine consumed time and breach status in the supported case reporting view, then verify the events and conditions used to interpret the result. Review consumed time and breach status.
03Qualify the availability statement
Distinguish unplanned interruption, maintenance and degradation records and inspect the recorded outage intervals before publishing a customer-visible status or availability interpretation. Control the updates customers can see.
Ask to demonstrate the calculation context for one case and one outage interval, including business hours and classification, and explain where monitoring or recorded coverage is incomplete. Use demonstration records and preserve the applicable reporting scope.
Explore the platform
See Qintorava in action.
Open a workspace for a closer look.
Prepare the evaluation
Bring the right inputs.
What to prepare
- Configured commitment and business calendar
- Case timing and pause context
- Classified outage intervals
Candidate measures to agree
- Cases reviewed against applicable business clocks
- Outages with clear classification
- Published reports with explicit coverage limits
These are evaluation criteria, not promised outcomes. Agree the baseline, scope, source coverage and acceptance method with the responsible owners before drawing conclusions.
Questions for this topic
Get the details.
Does a calendar commitment create a contractual SLA?
Product commitments and service obligations are established in the applicable customer agreement; configuration implements selected operating rules and does not independently create a new contractual promise.
Does recorded availability prove complete monitoring?
No. Availability reflects the recorded outage intervals and their classification, and does not establish complete monitoring coverage across all services or time periods.
Can customer-visible status be controlled?
The platform supports controlled published status, and reviewers should check which update is approved for the customer alongside the internal incident and outage context.
Your next operating chapter
See what connects
when everything connects.
Bring one workflow, one service challenge or one part of your estate. We’ll show you where Qintorava fits.