SLA & Performance Tracking

SLA & Performance Tracking

Track Deadlines. Enforce Standards. Improve Response.

Timely maintenance is not just good practice — it’s often a requirement.
Our SLA & Performance Tracking Module ensures your teams meet the defined service levels by monitoring every task against clear timelines and escalating when things fall behind.

From response times to resolution rates, the system keeps everyone accountable — and you always know where performance stands.

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Who It’s For

  • Maintenance Managers – to enforce service timelines
  • Supervisors – to act on alerts and escalations
  • Operations Heads – to evaluate department performance
  • Compliance Officers – to audit SLA compliance
  • Executives – to ensure standards are upheld across locations

What You Can Monitor

  • Service Request SLA: Response & Approval Time
  • Preventive Maintenance SLA: Compliance Window
  • Escalations: Response delay triggers to supervisors
  • Performance Dashboards: SLA met vs missed over time

Key Features

  • Multi-Level SLA Configuration – Set SLA targets for response and resolution times separately; configure per module (WO, SR, PM)
  • Automatic Escalation – Define escalation rules when deadlines are missed; notify higher-level users (via SMS, Email, In-app)
  • Live SLA Monitoring – View SLA countdown clocks inside Service Requests & Work Orders
  • SLA Logs & Alerts – System logs every alert, delay, and action taken; view historical breaches by category or team
  • PM SLA Enforcement – Preventive tasks also tracked for timeliness; missed windows visible on dashboards and reports

Strategic Business Outcomes

  • Consistent maintenance delivery across teams and locations
  • Clear measurement of technician or vendor performance
  • SLA data for audits, reviews, and compliance
  • Reduced downtime by enforcing prompt action
  • Zero ambiguity on responsibilities and due times

Seamless Integration

  • SLA rules apply across:
      → Service Requests (Submission to Approval)
      → Preventive Maintenance (Scheduled to Executed)

  • Escalations and SLA breaches appear in Reports, Dashboards, and Notification Logs

  •  SLA reports are exportable via the Reporting Module

Ready to Make Accountability Automatic?

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