{"id":15885,"date":"2026-07-02T12:31:58","date_gmt":"2026-07-02T10:31:58","guid":{"rendered":"https:\/\/almarise.com\/?page_id=15885"},"modified":"2026-07-02T12:38:01","modified_gmt":"2026-07-02T10:38:01","slug":"flexible-sla-management-in-jira-software-case-study","status":"publish","type":"page","link":"https:\/\/almarise.com\/en\/case-studies\/flexible-sla-management-in-jira-software-case-study\/","title":{"rendered":"Flexible SLA Management in Jira Software for Betcore"},"content":{"rendered":"

Flexible SLA Management in Jira Software for Betcore
\n<\/span><\/h2><\/div>

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.<\/p>\n

As their support processes evolved, Betcore needed a way to measure SLA performance without changing the Jira environment their technical teams relied on.<\/p>\n<\/div><\/div><\/div>

<\/span><\/div><\/div><\/div><\/div><\/div>

Collaboration with Almarise<\/h2><\/div><\/div><\/div>

Almarise helped Betcore implement SLA PowerBox to introduce flexible SLA management directly into Jira Software. The primary objectives were to:<\/span><\/p>\n

    \n
  • enable SLA tracking in Jira Software projects,<\/li>\n
  • preserve the existing support workflow without migrating to Jira Service Management,<\/span><\/li>\n
  • automate SLA calculations using Jira Automation, API, and webhooks,<\/span><\/li>\n
  • improve reporting and visibility of support performance. <\/span><\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div>

    Challenge<\/h2><\/div><\/div><\/div>

    Betcore's support organization was split between different Jira projects.<\/span><\/p>\n

    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.<\/span><\/p>\n

    This\u00a0created\u00a0several\u00a0challenges:<\/span><\/p>\n

      \n
    • no native SLA\u00a0<\/span>tracking<\/span>\u00a0in\u00a0<\/span>Jira<\/span>\u00a0Software,<\/span><\/span><\/li>\n
    • limited<\/span>\u00a0<\/span>visibility<\/span>\u00a0<\/span>into<\/span>\u00a0Time to First\u00a0<\/span>Response<\/span>\u00a0and Time to Resolution,<\/span><\/span><\/li>\n
    • difficulty<\/span>\u00a0<\/span>measuring<\/span>\u00a0<\/span>support<\/span>\u00a0performance,<\/span><\/span><\/li>\n
    • complex<\/span>\u00a0<\/span>workflows<\/span>\u00a0<\/span>that<\/span>\u00a0<\/span>required<\/span>\u00a0<\/span>highly<\/span>\u00a0<\/span>customized<\/span>\u00a0SLA\u00a0<\/span>logic<\/span>,<\/span><\/span><\/li>\n
    • the\u00a0<\/span>need<\/span>\u00a0to\u00a0<\/span>avoid<\/span>\u00a0<\/span>rebuilding<\/span>\u00a0<\/span>existing<\/span>\u00a0<\/span>support<\/span>\u00a0<\/span>processes<\/span>.<\/span><\/span><\/li>\n<\/ul>\n

      Betcore<\/span>\u00a0<\/span>needed<\/span>\u00a0a\u00a0<\/span>solution<\/span>\u00a0<\/span>that<\/span>\u00a0<\/span>would<\/span>\u00a0<\/span>integrate<\/span>\u00a0with\u00a0<\/span>their<\/span>\u00a0<\/span>existing<\/span>\u00a0<\/span>Jira<\/span>\u00a0Software\u00a0<\/span>workflow<\/span>\u00a0<\/span>while<\/span>\u00a0<\/span>providing<\/span>\u00a0<\/span>enterprise-grade<\/span>\u00a0SLA management.<\/span><\/span>\u00a0<\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div>

      Solution<\/h2><\/div>

      Almarise implemented SLA PowerBox and configured it to fit Betcore’s operational processes. Key elements of the implementation included:<\/p>\n<\/div><\/div><\/div>

      <\/i><\/span><\/div>

      Flexible SLA configuration<\/h3><\/div>
      <\/div>
      \n

      SLA metrics such as Time to First Response and Time to Resolution were configured directly within Jira Software projects.<\/p>\n<\/div>

      <\/div><\/div><\/div>
      <\/i><\/span><\/div>

      Workflow-based SLA automation<\/h3><\/div>
      <\/div>
      \n

      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.<\/p>\n<\/div>

      <\/div><\/div><\/div>
      <\/i><\/span><\/div>

      Support performance monitoring<\/h3><\/div>
      <\/div>
      \n

      The application provided real-time SLA visibility, enabling support managers to monitor compliance, identify bottlenecks, and improve response times.<\/p>\n<\/div>

      <\/div><\/div><\/div>
      <\/i><\/span><\/div>

      Advanced reporting<\/h3><\/div>
      <\/div>
      \n

      Reliable SLA data allowed Betcore to evaluate support quality objectively and make operational decisions based on measurable KPIs instead of assumptions.<\/p>\n<\/div>

      <\/div><\/div><\/div>
      <\/div><\/div><\/div><\/div><\/div><\/div>

      Results<\/h2><\/div>
      • <\/i><\/span>
        \n

        Better<\/span> SLA <\/span>visibility<\/span><\/strong>
        \nSupport managers gained complete insight into SLA performance across Jira Software projects.<\/p>\n<\/div><\/li>

      • <\/i><\/span>
        \n

        Improved<\/span>\u00a0<\/span>support<\/span>\u00a0<\/span>quality<\/span><\/span><\/strong>
        \nThe team was\u00a0<\/span>able<\/span>\u00a0to\u00a0<\/span>identify<\/span>\u00a0<\/span>process<\/span>\u00a0<\/span>gaps<\/span>,\u00a0<\/span>reduce<\/span>\u00a0<\/span>response<\/span>\u00a0<\/span>times<\/span>, and\u00a0<\/span>deliver<\/span>\u00a0a\u00a0<\/span>more<\/span>\u00a0<\/span>consistent<\/span>\u00a0service to business\u00a0<\/span>partners<\/span>.<\/span><\/span><\/p>\n<\/div><\/li>

      • <\/i><\/span>
        \n

        Seamless<\/span>\u00a0<\/span>integration<\/span>\u00a0with\u00a0<\/span>existing<\/span>\u00a0<\/span>workflows<\/span><\/strong>
        \nSLA\u00a0<\/span>tracking<\/span>\u00a0was\u00a0<\/span>embedded<\/span>\u00a0<\/span>into<\/span>\u00a0<\/span>Betcore’s<\/span>\u00a0<\/span>existing<\/span>\u00a0<\/span>Jira<\/span>\u00a0<\/span>processes<\/span>\u00a0<\/span>without<\/span>\u00a0<\/span>requiring<\/span>\u00a0<\/span>migration<\/span>\u00a0to\u00a0<\/span>Jira<\/span>\u00a0Service Management.<\/span><\/p>\n<\/div><\/li>

      • <\/i><\/span>
        \n

        Greater<\/span>\u00a0<\/span>operational<\/span>\u00a0<\/span>flexibility<\/span><\/strong>
        \nAPI\u00a0<\/span>integration<\/span>,\u00a0<\/span>webhooks<\/span>, and <\/span>Jira<\/span>\u00a0Automation\u00a0<\/span>allowed<\/span>\u00a0the\u00a0<\/span>company<\/span>\u00a0to\u00a0<\/span>support<\/span>\u00a0<\/span>complex<\/span>\u00a0<\/span>support<\/span>\u00a0<\/span>scenarios<\/span>\u00a0<\/span>while<\/span>\u00a0<\/span>maintaining<\/span>\u00a0<\/span>its<\/span>\u00a0<\/span>established<\/span>\u00a0<\/span>operational<\/span>\u00a0model.<\/span><\/span>\u00a0<\/span><\/p>\n<\/div><\/li><\/ul><\/div><\/div><\/div><\/div>

        Conclusion<\/h2><\/div>

        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.<\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":10,"featured_media":0,"parent":3835,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"100-width.php","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-15885","page","type-page","status-publish","hentry"],"yoast_head":"\nFlexible SLA Management in Jira Software for Betcore - Almarise<\/title>\n<meta name=\"description\" content=\"Case study: how Betcore improved SLA tracking and support visibility in Jira Software without changing existing workflows.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/almarise.com\/en\/case-studies\/flexible-sla-management-in-jira-software-case-study\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Flexible SLA Management in Jira Software for Betcore\" \/>\n<meta property=\"og:description\" content=\"Case study: how Betcore improved SLA tracking and support visibility in Jira Software without changing existing workflows.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/almarise.com\/en\/case-studies\/flexible-sla-management-in-jira-software-case-study\/\" \/>\n<meta property=\"og:site_name\" content=\"Almarise\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CompanyAlmarise\/\" \/>\n<meta property=\"article:modified_time\" content=\"2026-07-02T10:38:01+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@CompanyAlmarise\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/almarise.com\\\/en\\\/case-studies\\\/flexible-sla-management-in-jira-software-case-study\\\/\",\"url\":\"https:\\\/\\\/almarise.com\\\/en\\\/case-studies\\\/flexible-sla-management-in-jira-software-case-study\\\/\",\"name\":\"Flexible SLA Management in Jira Software for Betcore - 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