Meet every SLA commitment — or know about it before you breach
Set response time and resolution time rules per job priority. The SLA clock starts on job creation, pauses during holds, and alerts you before a deadline passes.
Upgrade to ProfessionalHow SLA rules work
Rules per priority
Set separate response and resolution time limits for each job priority level — low, normal, urgent, and emergency. Emergency jobs can require a 2-hour response while standard jobs allow 24 hours.
Business hours option
Choose between calendar hours and business hours for SLA calculations. A job logged Friday at 4pm on a business-hours SLA does not breach on Saturday morning.
SLA clock pauses on hold
When a job is placed on hold — waiting for parts, waiting for customer access — the SLA clock pauses. It resumes when the hold is lifted. Every hold requires a reason.
Breach alerts before they happen
Configurable pre-breach alerts — for example, notify the dispatcher when 80% of SLA time has elapsed. Act before the breach, not after.
Who needs SLA tracking?
- +Security companies with contractual 4-hour response obligations to commercial clients
- +HVAC businesses with government or corporate maintenance contracts specifying resolution times
- +Facilities management contractors managing multi-tenant properties
- +Cleaning companies with performance KPIs written into service agreements
Meet your SLA commitments — every time
Upgrade to Professional from R1 999/mo base + R499/technician.
Upgrade to Professional