Refront for Managed Service Providers - SLAs & Tickets Under Control
Manage MSP clients efficiently with Refront. SLA tracking, multi-client ticket management, per-client time tracking and automated invoicing.
The Challenge
Managed Service Providers (MSPs) manage IT infrastructure for dozens of clients simultaneously, each with their own SLA agreements and service levels. Juggling proactive maintenance, reactive support, and project work requires a tightly organised platform. Refront provides MSPs with a central system for multi-client ticket management, SLA monitoring, and automated invoicing.
Common Pain Points
Managing dozens of clients with different SLA levels and requirements
Mixing proactive maintenance, reactive support, and project work
Time tracking per client, work type, and SLA category being complex
SLA breaches detected too late
Invoicing based on contract type (retainer, per incident, hourly) being manual
How Refront Helps
Multi-client SLA management
Configure SLA levels per client with automatic escalation, prioritisation, and real-time dashboards showing compliance per client.
Complex time tracking per work type
Integrated time tracking automatically categorises hours by work type (maintenance, support, project) and links them to the correct client.
Manual invoicing for diverse contract types
Automated invoicing calculates costs based on each client's contract type — retainer, per incident, or hourly — and sends invoices on schedule.
Benefits
Technologies
Case Study
An MSP in Breda with 40 clients increased their SLA compliance from 82% to 97% and saved 10 hours per week on invoicing after switching to Refront.
Frequently Asked Questions
Can Refront manage multiple SLA levels per client?
Yes, you configure per-client SLA levels with specific response times, escalation rules, and reporting.
Does Refront support per-incident billing?
Absolutely. Refront supports retainer, per-incident, and hourly billing. You set the contract type per client.
How does the client portal work for MSP clients?
Each client gets their own portal where they submit tickets, view SLA status, and review invoices — completely separated from other clients.
Ready to get started?
Try Refront for free and discover how AI automates your workflow.