SLAs & priorities

With fam., the CAFM/CMMS platform for facilities management, you can easily set priorities that match the way your team actually works. Name priorities however you like, assign custom colors, and define up to three SLA levels for each one. Mark high-priority tickets as urgent so they appear in a dedicated view, and allow users to flag new tickets as emergencies to ensure they are seen and handled quickly.

For each priority, fam. lets you fine-tune SLA tracking to match real-world workflows, contracts, and service agreements. Configure response times, first visits, and resolution stages with flexible time settings, skip specific days like weekends, and disable any steps you don’t need. The platform automatically monitors progress and provides built-in filters and reports so you can stay on top of vendor performance, ticket resolution, and overall facilities operations.