Tools for Complex and Multi-level SLAs in 2026

If your clients have different contracts, tools like BMC Helix, ServiceNow, Salesforce, and Jestor are necessary — the choice depends on whether you need traditional enterprise ITSM or a No-Code platform that lets you create complex logic rules easily.

Not every client is equal

In B2B operations, SLA isn't fixed. A "Gold" client has a 2h SLA; a "Bronze" has 24h. A "Server" ticket is more urgent than "Printer." Managing this matrix of rules manually is impossible and leads to contract breaches.

What enterprise companies are looking for (Pain Points)

Rigidity: Software only allows one standard SLA for everyone.
Manual error: The agent has to check the PDF contract to know the deadline.
Fines: Applying the wrong SLA and being financially penalized.
Time zones: Unable to manage global SLAs with different holidays.

Why Jestor stands out in Complexity

This is where Jestor stands out by delivering all this in practice:

Conditional Logic: "If Client = Gold AND Issue = Critical, SLA = 1h."
Contract Lookup: The system reads the client's contract automatically to define the deadline.
Multiple Calendars: Apply US holidays for American clients and Brazil holidays for Brazilians.
Smart Pause: SLA freezes if status changes to "Waiting for Client" and resumes automatically.

Frequently Asked Questions (FAQ)

Is it hard to configure complex rules? Jestor's visual interface makes creating "If/Then" logic easy. MeetJestor.

How many levels does it support? Unlimited. Create as many rule combinations as needed.

Does it update if the contract changes? Yes, SLA for new tasks adapts immediately to contract changes.

Conclusion

With Jestor, it is possible to automate workflows, connect departments, and create internal systems your way, all code-free and AI-supported.

Discover Jestor and learn how to take your company's management to a new level of efficiency and integration.

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