Service Commitments
Maintain response and resolution targets.
Service CommitmentsMaintain response and resolution targets.
Business CalendarsApply working clocks and pause rules.
Recorded OutagesDistinguish interruption, maintenance and degradation.
Customer CommunicationConnect status with cases and technical response.
CommitmentClock
Separate recorded outage intervals, customer status, maintenance and response commitments while connecting their work.
What Connects Here
Explore in detailBusiness Calendars
Apply working clocks and pause rules.
Recorded Outages
Distinguish interruption, maintenance and degradation.
Customer Communication
Connect status with cases and technical response.
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.
Account-aware cases
Validate customer, contact and affected-CI relationships.
Coverage and entitlements
Match configured contracts and service coverage.
Event workspace
Review operational events in a focused surface.
Alert triage
Track severity, acknowledgment and ownership.
Actual product view
Inside Service Availability & Commitments.
See the running demo environment. Features and records are subject to your role, configuration and integrations.
Connected capabilities
Explore the workspaces
that make it possible.
01 / service
Service Levels & Availability
Connect configured service levels and business calendars with customer cases, incidents and recorded outage intervals.
Explore 02 / customerCustomer Service Management
Connect account context, installed assets, entitlements, business service levels, playbooks, major cases and technical recovery.
Explore 03 / infrastructureEvent Management
Investigate events and alerts with affected CIs, ownership and linked incident evidence.
ExploreImplementation context
Features depend on enabled modules, configured roles, source data and supported integrations. Agree your implementation scope and acceptance criteria during discovery.
Who this is for
Service-level managers,Customer service owners,Operations reporting leads
Response targets, outage intervals and published service status answer different questions, yet they are often treated as one measure. Teams need to connect customer commitments and operational evidence while preserving the definitions, business clocks and recorded intervals that make each service report meaningful.
Illustrative walkthrough
Illustrative workflow: review a service interruption against recorded commitments
In this illustrative scenario, a customer-facing service experiences a recorded interruption. The service owner reviews outage and maintenance context alongside the relevant case targets and business calendar, then evaluates customer communication and availability reporting without confusing response performance with the measured interruption itself.
01Define the commitment and reporting question
Identify the service, affected customer context and the specific response or availability question. Review the configured commitment and relevant business clock. Distinguish a case response target from an outage duration before selecting records or interpreting a report, so evaluators know which definition and responsibility they are assessing.
02Review recorded intervals and related work
Inspect outage records, maintenance context and associated operational events or cases where relevant. Check the source and interval information supporting the report. Preserve uncertainty about incomplete records rather than assuming that absence of an outage entry proves uninterrupted availability or that every operational alert represents a customer-facing outage.
03Connect reporting to accountable communication
Review case SLA and availability information with the service owner and the appropriate customer status context. Agree how the findings should be communicated and which gaps require follow-up. Keep contractual commitments and reporting definitions explicit instead of turning one demonstration report into a universal uptime or response guarantee.
Inspect business calendars, service targets, recorded outage intervals, status and the associated report definitions. These support a clearer service review; they do not establish an unqualified uptime guarantee or make response compliance interchangeable with the availability of a service.
Explore the platform
See Qintorava in action.
Open a workspace for a closer look.
Prepare the evaluation
Bring the right inputs.
What to prepare
- Service commitment and business calendar definitions
- Representative case, outage and maintenance records
- Reporting scope and customer communication ownership
Candidate measures to agree
- Reports with explicit commitment and interval definitions
- Recorded interruptions with reviewed supporting context
- Service reviews separating response and availability measures
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.
Is meeting a case response target the same as service availability?
No. Response targets measure a defined service interaction against configured clocks, while availability reporting depends on the relevant recorded service intervals and definitions. Evaluate the two responsibilities separately and then inspect how their records connect for the customer and service owner’s review.
Does every alert count as an outage?
An alert is an operational signal requiring appropriate interpretation. It does not automatically establish customer impact, outage timing or the reporting treatment for maintenance. Review the affected service, recorded interruption and relevant work before using an alert as evidence in an availability discussion.
Does a website example create an uptime commitment?
No. Contractual service commitments and their measurement definitions must be agreed with Qintorava for the relevant implementation. The demonstration helps inspect service targets, business clocks and reporting context, but it does not establish a universal guarantee of response performance or uninterrupted availability.
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when everything connects.
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