Know which tickets are about to breach their SLA
Import tickets from your helpdesk, apply each client’s SLA policy and business hours, and follow every deadline on a single board. Then prove what you delivered.
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Breached · −1h 20m
#4821 · VPN not connecting
Acme Lda · Resolution
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At risk · 35m
#4825 · Printer offline
Nova Clínica · Response
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On track · 6h
#4830 · New starter laptop
Porto Legal · Resolution
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Paused
#4818 · Email signature
Acme Lda · Waiting on client
How it works
From a spreadsheet export to a clear answer
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1
Import
Upload your helpdesk export and map the columns once. Re-importing updates existing tickets instead of duplicating them.
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2
Apply policies
Each client gets an SLA policy with response and resolution targets per priority, measured in their business hours.
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3
Act and prove
Work the tickets closest to breaching, then show clients exactly what was met and what was missed.
Features
Everything you need to keep promises
Flexible imports
Import CSV exports with saved column mappings, or let your helpdesk send tickets live through a webhook.
Business-hours deadlines
Deadlines respect working hours, weekends and holidays, and recalculate when anything changes.
Per-client SLA policies
Different targets for each priority and each client, all in one place.
Early warnings
Tickets move to “at risk” before the deadline, so you can act while there is still time.
Fair pause handling
The clock stops while you wait on the client, so they never count against you.
Proof of performance
A clear record of met and missed targets per client, ready for your next review.
SLA states
One glance, six answers
On track
Plenty of time before the deadline.
At risk
The deadline is close. Time to act.
Breached
The deadline has passed on an open ticket.
Paused
Waiting on the client. The clock is stopped.
Met
Delivered within the target.
Missed
Resolved after the target. Now on record.
Pricing
Priced by the size of your support team
Every plan starts with a free 30-day pilot on your own data. Prices exclude VAT.
Starter
Up to 3 support agents · first year only
- Up to 3 clients
- Unlimited Metproof users: invite your whole team
- CSV import with saved mappings
- Live board with early warnings
- Email alerts when a ticket is at risk or breached
- Client reports as PDFs with your logo and colours: monthly, executive summary and P1 incident report
Team
Most teamsUp to 10 support agents · first year only
- Up to 15 clients
- Everything in Starter
- Webhook: your helpdesk sends tickets live
- Alerts in Slack and Microsoft Teams
- Team reports: breach, agent, volume, data quality and response times
- Quarterly client summary
- Service credits in client reports
Business
Up to 30 support agents · first year only
- Unlimited clients
- Everything in Team
- Priority support
Custom
30+ support agents · first year only
- Unlimited Metproof users
- Native connectors for your helpdesk, on request
- Hosting in the EU on request
- Agreed support hours
What client SLA reports cost today, per month
5 agents · example figuresMetproof works alongside your helpdesk, so the comparison is with the other ways of getting client SLA reports: doing them by hand, paying your helpdesk for its reporting tier, or Handover, the closest product.
Competitor prices are approximate list prices converted to euro and may have changed. The manual figure is an example; replace it with your own hours.
Optional setup, €300–800 once: we connect your helpdesk by webhook and set up SLA rules per client.
FAQ
Questions before you start
Does Metproof replace my helpdesk?
No. Metproof works alongside it. Your team keeps using the helpdesk; Metproof reads the tickets, applies each client’s SLA policy and shows where every deadline stands.
Which helpdesks does it work with?
Any helpdesk that can export tickets to CSV. You map the columns once and can re-import at any time. On the Team plan and above, a helpdesk that can call a webhook can also send tickets live.
How are business hours and waiting time handled?
Each client has its own business hours, weekends and holidays, and deadlines are counted only inside them. While a ticket waits on the client, its clock is paused.
What does a client SLA report contain?
Compliance against the target, response and resolution times per priority, and every missed ticket with its reason. Reports are PDFs with your logo and colours.
Is there a free trial?
Yes. Every plan starts with a free 30-day pilot on your own data. Prices exclude VAT.
Guides
Learn how to keep and prove your SLAs
Client SLA reports for IT support providers
Send each client a monthly SLA report as a branded PDF: compliance, response and resolution times, and every breach explained. Built from your helpdesk tickets.
Read the guide →How to calculate SLA compliance
The SLA compliance formula, with a worked example, and how business hours and waiting-on-client pauses change the result.
Read the guide →SLA tracking from your helpdesk’s CSV export
Track SLAs without changing helpdesk: export tickets to CSV, map the columns once and re-import whenever you like. No duplicates, no integration project.
Read the guide →SLA breach alerts by email, Slack and Teams
Get warned while a ticket is still at risk, not after the SLA is already breached. Alerts by email, Slack and Microsoft Teams.
Read the guide →Free SLA deadline calculator
Work out an SLA deadline in business hours: set the opening hours, working days and holidays, and see exactly when a ticket is due.
Read the guide →SLA report template for IT support
A ready-to-use structure for a monthly client SLA report: what to include, in what order, and what to leave out.
Read the guide →SLA vs OLA vs SLO: the differences
SLA, OLA, SLO and SLI explained in plain words, with an IT support example showing how they fit together.
Read the guide →Stop guessing. Start proving.
Bring your tickets in and see where every SLA stands in minutes.