MSP Service Desk with SLA & Escalation Engine

Per-client business calendars (working days/hours, holidays) so SLA timers never count time the client's office is closed. SLA policy matrix: one policy per contract x priority combination, each with its own response and resolution target in business hours. Ticket response/resolution deadlines computed against the client calendar, not wall-clock time. Stop-clock "waiting on customer" pause state that freezes the SLA clock and re-extends the deadlines once work resumes. Multi-level escalation ladder driven by a scheduled action: as a ticket consumes a configured percentage of its SLA budget, it is escalated (priority raised, manager notified, reassigned) without double-escalating past levels already triggered. SLA-attainment reporting: aggregate met/breached counts and attainment percentages per contract, priority and period.