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Xurrent Service Level Management
Santa Barbara, California, USA
What it is
Xurrent Service Level Management helps organisations define service commitments, monitor performance, and manage breach risks. Teams can configure Service Level Agreements, Operational Level Agreements, and Experience Level Agreements with response and resolution times. Targets are calculated from the SLA’s Service Offering, including its durations and support-hours calendar, then applied automatically to covered requests. The platform provides real-time performance visibility, compliance monitoring, request prioritisation, and alerts. Predefined rules can trigger notifications and actions when an SLA is at risk, while escalation policies can raise breaches to higher support levels or management. Reports support service-delivery analysis and process improvement. Xurrent offers web, Android, and iOS access, plus GraphQL, REST, Bulk, Events, Mail, and Webhooks APIs and a Workato connector. SSO, JIT provisioning, and SCIM provisioning are also listed. Jira integration supports on-premise and cloud Jira, and a basic App Store integration is free for Xurrent users. Xurrent states that it holds ISO 27001 and ISO 27018 certifications. Pricing is available on request.
For and against
For
- Supports SLA, OLA, and XLA configuration.
- Rules can trigger actions when breach risk emerges.
- Targets are inherited automatically by covered requests.
- Offers real-time performance visibility and reporting.
Against
- Pricing is available on request.
- Plan pricing is custom rather than listed.
- Business-hours support applies to some plans.
The verdict
Xurrent combines configurable service commitments with monitoring, alerts, and escalation workflows. Its custom pricing means teams will need to request details to assess plan fit.
Who it suits
Xurrent positions its service for corporate IT organisations and managed service providers, including SMBs and enterprises. It may suit teams that need configurable service targets, automated escalation, and performance reports.
Plans and prices
Corporate
50 platform users/month · ITSM + ESM for SMBs up to 5,000 employees · 3 templated integrations · business-hours support
Read 30 Sep 2026 · xurrent.com
Enterprise
100 platform users/month · ITSM + unlimited ESM · unlimited scale · unlimited templated integrations
Read 30 Sep 2026 · xurrent.com
MSP Corporate
50 platform users/month · ITSM + limited ESM · licenses shareable among customers · business-hours support
Read 30 Sep 2026 · xurrent.com
MSP Enterprise
100 platform users/month · ITSM + unlimited ESM · unlimited scale · licenses shareable among customers
Read 30 Sep 2026 · xurrent.com
Starter
20 platform users/month · ITSM only · 1 integration · Xurrent Support
Read 30 Sep 2026 · xurrent.com
On the record
- AI SLA tracking
- The platform uses AI-powered SLA tracking, automated compliance monitoring, request prioritization and real-time alerts.xurrent.com · read 30 Sep 2026
- Audience
- The pricing page positions Xurrent for corporate IT organizations and managed service providers, including SMBs, enterprises and MSPs.xurrent.com · read 30 Sep 2026
- Automation
- Predefined rules can trigger notifications and actions when SLAs are at risk of being breached.xurrent.com · read 30 Sep 2026
- Data protection
- Xurrent provides GDPR capabilities and stores and processes customer data in an AWS processing region selected by the customer.xurrent.com · read 30 Sep 2026
- Escalation
- Escalation policies can automatically raise SLA breaches to higher support levels or management.xurrent.com · read 30 Sep 2026
- Integrations
- Xurrent offers GraphQL, REST, Bulk, Events, Mail and Webhooks APIs plus a Workato connector, SSO, JIT provisioning and SCIM provisioning.developer.xurrent.com · read 30 Sep 2026
- Jira integration
- The Jira integration supports on-premise and cloud Jira, and a basic App Store integration is free for all Xurrent users.xurrent.com · read 30 Sep 2026
- Purpose
- Xurrent provides customized and automated SLA processes to help ensure service commitments are met while reducing administrative overhead.xurrent.com · read 30 Sep 2026
- Real-time monitoring
- Xurrent provides real-time visibility into SLA performance to help prevent breaches and ensure timely service delivery.xurrent.com · read 30 Sep 2026
- Reporting
- The SLA module provides detailed reports on service performance for process improvement and service-delivery analysis.xurrent.com · read 30 Sep 2026
- Security compliance
- Xurrent states that it holds ISO 27001 and ISO 27018 certifications and allows customers to request its latest SOC 2 Type 2 report.xurrent.com · read 30 Sep 2026
- SLA types
- Users can configure SLAs, Operational Level Agreements and Experience Level Agreements with response and resolution times.xurrent.com · read 30 Sep 2026
- Support
- Xurrent advertises product support 24/7 and provides a developer support route through in-product requests or support email.xurrent.com · read 30 Sep 2026
- Target calculation
- Response and resolution targets are derived from the SLA’s Service Offering, including its durations and support-hours calendar, and inherited automatically by covered requests.xurrent.com · read 30 Sep 2026
