Mediagenix
- Platform Engineering, Media & Broadcasting
Client
Mediagenix
Location
Brussels, Belgium
Engagement
Platform Engineering and Media & Broadcasting Technology
Technologies & Tools Used
From manual tracking to accurate SLA intelligence.
Mediagenix is a global leader in media business management solutions, helping more than 200 media groups worldwide manage, schedule, and distribute content across broadcast and streaming platforms.
Its SaaS suite spans content strategy, value management, scheduling, and personalization.
Building an automated SLA reporting system with accurate business-hour tracking.
Mediagenix needed a new SLA reporting tool to act as the central system for tracking customer-reported issues.
The existing approach could not accurately calculate response and resolution times when business working hours were considered.
The replacement also needed to remain fully synchronized with JIRA Cloud without disrupting live support workflows.
Spark Eighteen helped Mediagenix replace manual SLA tracking with an automated, business-hour-aware reporting system built for deep JIRA Cloud integration and long-term reliability.
The Challenge
Mediagenix needed to calculate SLA performance using real working hours, maintain complete alignment with JIRA Cloud, and introduce a dependable reporting tool without disrupting existing support operations.
SLA Time Accuracy
JIRA Cloud Integration
Operational Reliability
The Solution
Spark Eighteen designed and built a dedicated SLA reporting application around Mediagenix’s support operations.
We implemented custom business-hours logic that excludes off-hours, weekends, and non-working periods from response and resolution calculations.
The application was deeply integrated with JIRA Cloud to maintain real-time alignment across issues, statuses, and SLA metrics.
The solution was delivered on a scalable backend strengthened through DevOps practices.
The Results
Support teams now work with SLA figures that reflect actual working hours instead of calendar time.
Issues, statuses, and timelines remain aligned with JIRA Cloud, while visibility into resolution performance continues to improve.
3 streams
Business Outcomes
Faster bug resolution - Better SLA visibility cut time to resolve customer-reported issues.
Seamless support workflows - Full JIRA Cloud sync keeps first response and follow-ups smooth.
Reliable core tool - The SLA system is a dependable foundation for issue handling.
Accurate SLA tracking - Response and resolution times aligned precisely with business hours.
Operational transparency - Support teams see performance and SLA compliance clearly.
Built to scale - Backend handles growing issue volumes with stable deployments.
With Spark Eighteen’s top-notch IT solutions, Mediagenix significantly improved how customer-reported issues are tracked and resolved. The new SLA reporting system brought accuracy, visibility, and seamless synchronization with JIRA, making our support workflows more efficient and reliable.
