SLA tracking for agency client work
SLA tracking in AgencyPro lets your agency promise a turnaround in hours on each service, flags every request as on track, at risk or breached, and reports your hit rate by assignee. Included on the Pro and Plus plans.
SLA status per request
On track, at risk, breached
SLA management tools
Turnaround targets per service, status on every request, and a hit-rate report.
Each service can promise a turnaround in hours, for example 48 hours for a social graphic or 120 hours for a landing page. Leave it empty and SLA tracking does not apply to that service.
The SLA due time is set when a request becomes active work. A request bought on a plan keeps the turnaround that applied when the client purchased it, even if you change the service later.
Open requests show On track until 80% of the window has passed, then At risk, then Breached once the due time passes. Completed requests are marked On time or Breached.
See your hit rate for a period, how many requests were on time or breached, what is still open and overdue, and the same split by assignee.
The capacity board (also Pro) counts each person's overdue requests next to their open workload, which shows whether misses come from overload.
Support tickets track response and resolution deadlines separately and record when either one is missed, so quick questions get their own clock.
Why SLA tracking matters
Agencies lose clients over missed deadlines. SLA tracking turns vague promises into measurable commitments your team can hit consistently.
On-time delivery
Track and improve turnaround
How it works
From SLA setup to compliance reporting in four steps.
Enter the promised delivery window in hours on the services where you make a promise, for example 48 for a design request.
When a request for that service becomes active, AgencyPro sets its SLA due time from the turnaround.
Requests move from On track to At risk at 80% of the window, and to Breached when the due time passes. Prioritize the at-risk ones.
Check the SLA performance report by period and by assignee. Repeated misses usually point to a capacity or scoping problem, not a lazy team.
Who uses it
Any agency that promises delivery timelines to clients.
Promise 48 hours on small design requests and a longer window on brand work, then check which service misses most often.
Give quick content edits a short turnaround and campaign builds a longer one, so the team knows what to pick up first.
Keep bug reports on ticket SLAs for response and resolution, and feature work on request turnarounds per service.
If your plan page says "48-hour turnaround", set 48 on the service and the hit rate tells you whether the promise holds.
Frequently asked questions
Each service has a turnaround field in hours. Set it on the services where you promise a delivery window and leave it empty on the rest. Requests for that service get an SLA due time when they become active.
An open request is At risk once 80% of its SLA window has passed. For a 48-hour turnaround, that is after about 38 hours. Once the due time passes it is Breached.
No. The due time is the start time plus the turnaround in hours, so it counts calendar hours. If you promise two business days, set the turnaround with weekends in mind, for example 96 hours for work that starts on a Thursday.
SLA status and the hit-rate report are tools for your team. Clients see their requests and statuses in the portal.
SLA tracking is on Pro ($79/mo), Plus ($149/mo) and Enterprise. Each plan includes one seat; a 5-person team on Pro pays $79 + 4 x $20 = $159/mo.