Xurrent Service Level Management

What Xurrent Service Level Management is

Xurrent Service Level Management helps organizations configure service commitments, track performance, and automate responses to breach risks. Teams can define Service Level Agreements, Operational Level Agreements, and Experience Level Agreements with response and resolution targets. Those targets are calculated from an SLA’s Service Offering, including its durations and support-hours calendar, and are inherited by covered requests. AI-powered tracking, compliance monitoring, request prioritization, and real-time alerts help teams monitor active commitments. Predefined rules can trigger notifications and actions when an SLA is at risk, while escalation policies can raise breaches to higher support levels or management. The module also provides detailed service performance reports for delivery analysis and process improvement. Xurrent offers web, Android, and iOS access, along with GraphQL, REST, Bulk, Events, Mail, and Webhooks APIs and a Workato connector. It supports SSO, JIT provisioning, and SCIM provisioning. Its Jira integration works with both on-premise and cloud Jira, and a basic App Store integration is free for Xurrent users. Xurrent states that it holds ISO 27001 and ISO 27018 certifications, provides GDPR capabilities, and processes customer data in an AWS region selected by the customer. Pricing is custom.

Who it suits

Xurrent Service Level Management suits corporate IT organizations and managed service providers that need to define and monitor service commitments. Its configurable SLA types, automated escalations, reporting, and integrations are relevant to teams managing service requests across support levels.

Limits

The Starter plan covers 20 platform users per month, ITSM only, and one integration. Corporate includes 50 platform users per month and three templated integrations; MSP Corporate includes 50 users and limited ESM. No plan prices are listed.

Getting started

1. Visit the Xurrent SLA page.
2. Contact Xurrent for custom pricing and plan details.
3. Choose a plan based on its platform-user allowance, service scope, integrations, and support level.
4. Configure an SLA, OLA, or XLA with response and resolution times.
5. Set service offerings and support-hours calendars so covered requests inherit targets.

Verdict

Choose Xurrent if your IT organization or MSP needs automated service target tracking, escalation, and reporting across different agreement types. Check the plan scope and custom pricing against your user, integration, and support needs before selecting a tier.