Abstract: A method for managing support services includes storing one or more support level agreements (SLAs), each having an associated attribute, in a database as one or more corresponding data objects. One or more trouble tickets, each having one or more associated attributes, are entered into the database as one or more corresponding data objects. One or more of the one or more stored SLAs are automatically applied to each of the one or more trouble tickets by matching the attributes of the one or more trouble tickets with the attributes of the one or more SLAs.