Xurrent Service Level Management

Overview

Xurrent Service Level Management is an SLA management module for organizations that need to define service targets and track whether support work meets them. It is best suited to corporate IT teams and managed service providers that want configurable agreements, automated escalation and service-performance reporting. Its strength is the depth of its SLA controls; custom pricing and plan-specific user and integration limits make checking the fit essential before committing.

Key features

Xurrent supports service-level agreements, operational-level agreements and experience-level agreements, with response and resolution targets. Those targets derive from the relevant service offering, including its duration and support-hours calendar, and flow automatically to covered requests. That inheritance can reduce manual setup and help keep targets consistent, particularly when support hours differ by service.

AI-powered tracking, compliance monitoring, request prioritization and real-time alerts give teams several ways to spot work at risk. Predefined rules can trigger notifications and other actions, while escalation policies can raise breaches to higher support levels or management. These controls suit teams with formal response paths; organizations seeking only a basic help desk may not need this level of SLA administration.

Detailed performance reports support service-delivery analysis and process improvement. Xurrent also offers GraphQL, REST, Bulk, Events, Mail and Webhooks APIs, a Workato connector, SSO, JIT provisioning and SCIM provisioning. Its Jira integration works with both 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, and customers can request its latest SOC 2 Type 2 report. GDPR capabilities are provided, with customer data stored and processed in an AWS region selected by the customer. Product support is advertised 24/7, though plan support terms vary.

Pricing

Xurrent uses custom pricing across its plans, so teams should compare the user allowance, integrations, scope and support terms as well as the quoted cost.

• Starter: 20 platform users per month, ITSM only, one integration and Xurrent Support. It is the narrowest fit for a smaller ITSM deployment, but does not include ESM.
• Corporate: 50 platform users per month, ITSM plus ESM for SMBs with up to 5,000 employees, three templated integrations and business-hours support. It adds broader service scope, but not round-the-clock escalation support.
• Enterprise: 100 platform users per month, ITSM plus unlimited ESM, unlimited scale, unlimited templated integrations and 24/7 escalation support. This is the clearest fit for organizations needing broad deployment and continuous escalation coverage.
• MSP Corporate: 50 platform users per month, ITSM plus limited ESM, licenses shareable among customers and business-hours support. The shared licensing suits MSPs, while limited ESM constrains broader service use.
• MSP Enterprise: 100 platform users per month, ITSM plus unlimited ESM, unlimited scale, shareable customer licenses and 24/7 escalation support. It suits MSPs with wider service needs, but still requires a custom quote.

Platforms

Xurrent supports Android, iOS and web, alongside API access. That combination supports mobile and browser access as well as integration work; the platform list does not include desktop operating systems.

Who it's for

Xurrent is aimed at corporate IT organizations and managed service providers, from SMBs to enterprises. It is a stronger match for teams managing multiple agreement types, business-hour calendars, inherited targets and escalation paths than for buyers who only need a basic ticketing tool. Its 2010 founding and Santa Barbara headquarters provide company context, but the decision turns more on the service scope and custom plan fit.

Pros and cons

• Pro: Targets inherit from service offerings and their support calendars, reducing repeated configuration across covered requests.
• Pro: Rules, alerts and multi-level escalation can surface at-risk work and route breaches upward without relying solely on manual monitoring.
• Pro: Broad API options, provisioning support and Jira connectivity give organizations several integration paths.
• Con: Every plan uses custom pricing, so buyers cannot compare a published subscription price before requesting a quote.
• Con: Starter is ITSM-only, while Corporate and MSP Corporate cap templated integrations at three and include business-hours support rather than 24/7 escalation.
• Con: Platform-user allowances differ by plan, from 20 to 100 per month, so larger or growing teams need to confirm licensing needs and terms.

Alternatives

For a broader shortlist, browse IT SLA Management Software.

• Effigate is worth comparing if a seven-day full-access trial and a published Professional price of $79 a month are priorities.
• ManageEngine ServiceDesk Plus is a fit for buyers who want a freemium option and published Standard and Professional plans at 13.00 USD and $27 a month.
• Chronodesk may suit teams looking for a combined project-management, CRM, timesheet and billing offering, with an Essential plan at $15 a month.
• Easy8 HelpDesk is an alternative for buyers considering self-hosted or web deployment and an Essentials plan priced at €6.90 a month when billed annually, subject to minimum license counts.
• Freshservice is worth comparing if published annual-billing plans and a support portal with knowledge and task management matter; its Starter plan is $19 a month.
• ServiceNow Service Level Management is another paid, web-based option to consider.
• Vivantio may appeal to teams seeking a published annual-billing range of $49–$99 per agent per month, with end users free.
• SolarWinds Service Desk is a comparison point for buyers seeking a paid service desk with a free trial and published technician-based plan pricing.

Verdict

Choose Xurrent when your organization needs configurable, multi-level service targets tied to support calendars, automated breach handling and reporting across ITSM or MSP operations. Its most compelling advantage is the way targets carry through from service offerings to requests, backed by monitoring and escalation options. Look elsewhere if published pricing or a simple, low-commitment starting point matters more than that depth of SLA management.