Development of a Generic SLA Management Mechanism at Exatel

Exatel is one of the largest telecommunications providers in Poland, serving more than 10,000 business and institutional clients. The company offers a wide range of services that require precise, SLA-based management of incidents and service requests.

Collaboration with Almarise

Exatel partners with Almarise under an implementation and ongoing support agreement for Atlassian Jira. The cooperation includes configurations, custom development, troubleshooting, and continuous user assistance. As part of this long-term collaboration, Almarise delivered a generic SLA management mechanism to handle thousands of diverse SLA configurations efficiently.

Challenge

Due to the large number of clients and services, Exatel managed thousands of SLA contracts, each with unique parameters based on:

  • customer type,
  • service type,
  • response and resolution requirements.

Before the new system:

  • SLA management was manual and time-consuming,
  • each change required individual adjustments,
  • the process was prone to human error,
  • scaling SLA configurations was extremely difficult.

Exatel needed a unified, automated and scalable solution.

Solution

Almarise designed a comprehensive and generic SLA management mechanism based on four key tools:

Assets - a centalized SLA data repository

A full schema was built in Assets to store and manage:

  • clients,
  • services,
  • SLA parameters.

Assets became the single source of truth for the entire SLA logic.

Functions retrieving correct SLA parameters

Custom logic was developed to:

  • identify the customer and the service,
  • fetch relevant SLA parameters from Assets,
  • pass them dynamically to SLA PowerBox clocks.

Each ticket receives the correct SLA configuration automatically.

SLA PowerBox – dynamic SLA clocks

Using data from Assets:

  • dynamic SLA definitions were created,
  • clocks adapt automatically to each service and customer,
  • SLA recalculation is triggered whenever changes occur.

ScriptRunner – automation and business logic

ScriptRunner enables:

  • automatic overwriting of SLA parameters when issue fields change,
  • real-time SLA updates,
  • integration between Jira, Assets and SLA PowerBox,
  • full workflow automation.

Results

  • Increased operational efficienc
    Automation and centralization streamlined SLA administration and reduced manual effort.

  • Improved customer service quality
    Each ticket is processed according to the exact terms of the relevant SLA.

  • Reduced risk of errors
    Automation significantly minimized human error in SLA configuration.

  • High scalability
    The mechanism supports thousands of clients and services without manual adjustments.

  • Full SLA accuracy and compliance
    All SLA parameters are always up to date — even after changes in customer or service data.

Conclusion

The generic SLA management mechanism implemented by Almarise enabled Exatel to manage its service obligations more efficiently and at scale. By integrating Jira, Assets, SLA PowerBox, and ScriptRunner, Exatel now operates with a modern, automated and highly flexible SLA system that meets the demands of a rapidly evolving telecommunications market.