Systems and methods for managing service level agreements of support tickets using a chat session

A method of managing information technology service level agreements via a computer network, comprising:

• accessing, by a server, a database storing, in memory, a support ticket comprising a creation time and service level agreement, the service level agreement comprising a maximum response time;
• initiating, by the server via the computer network, responsive to input from a computing device, a chat session associated with the computing device and the support ticket, the initiating associated with a time stamp;
• determining, by the server, a compliance with the service level agreement, the compliance computed as a difference between the time stamp and the creation time being less than the maximum response time;
• generating, by the server, a notification of the compliance with the service level agreement;
• initiating, by the server via the computer network, responsive to second input from a second computing device, a second chat session associated with the second computing device, the second initiating associated with a second time stamp;
• and
• creating, by the server, a second support ticket comprising a second creation time, the second creation time equal to the second time stamp.