Flexible SLA Management in Jira Software for Betcore

Betcore is a B2B technology company where partner support quality is a key part of daily operations. The company manages communication between first-line, second-line, and technical support teams using Jira.

As their support processes evolved, Betcore needed a way to measure SLA performance without changing the Jira environment their technical teams relied on.

Collaboration with Almarise

Almarise helped Betcore implement SLA PowerBox to introduce flexible SLA management directly into Jira Software. The primary objectives were to:

  • enable SLA tracking in Jira Software projects,
  • preserve the existing support workflow without migrating to Jira Service Management,
  • automate SLA calculations using Jira Automation, API, and webhooks,
  • improve reporting and visibility of support performance.

Challenge

Betcore's support organization was split between different Jira projects.

While Jira Service Management offers built-in SLA functionality, the company's second line and technical support teams worked in Jira Software projects, which better suited their engineering processes.

This created several challenges:

  • no native SLA tracking in Jira Software,
  • limited visibility into Time to First Response and Time to Resolution,
  • difficulty measuring support performance,
  • complex workflows that required highly customized SLA logic,
  • the need to avoid rebuilding existing support processes.

Betcore needed a solution that would integrate with their existing Jira Software workflow while providing enterprise-grade SLA management. 

Solution

Almarise implemented SLA PowerBox and configured it to fit Betcore’s operational processes. Key elements of the implementation included:

Flexible SLA configuration

SLA metrics such as Time to First Response and Time to Resolution were configured directly within Jira Software projects.

Workflow-based SLA automation

Using Jira Automation, API, and webhooks, SLA timers were configured to start, pause, resume, and stop based on workflow status changes and support team activities.

Support performance monitoring

The application provided real-time SLA visibility, enabling support managers to monitor compliance, identify bottlenecks, and improve response times.

Advanced reporting

Reliable SLA data allowed Betcore to evaluate support quality objectively and make operational decisions based on measurable KPIs instead of assumptions.

Results

  • Better SLA visibility
    Support managers gained complete insight into SLA performance across Jira Software projects.

  • Improved support quality
    The team was able to identify process gaps, reduce response times, and deliver a more consistent service to business partners.

  • Seamless integration with existing workflows
    SLA tracking was embedded into Betcore’s existing Jira processes without requiring migration to Jira Service Management.

  • Greater operational flexibility
    API integration, webhooks, and Jira Automation allowed the company to support complex support scenarios while maintaining its established operational model. 

Conclusion

With SLA PowerBox, Betcore successfully introduced enterprise-level SLA management into Jira Software while preserving its existing support workflows. After more than a year of use, the solution became an essential part of the company’s support operations, improving reporting, operational visibility, and service quality without disrupting established processes.