In field service, Service Level Agreements (SLAs) are more than paperwork — they’re promises. Promises about how quickly you’ll respond, how reliably you’ll deliver, and how you’ll be held accountable.
But promises only matter if you can track and prove you’re keeping them.
1. What Is an SLA in Field Service?
An SLA defines:
Response time – how fast you'll start the job
Resolution time – how quickly the issue must be fixed
Working hours – timeframes when service is expected
Penalties – what happens if you don’t meet terms
It’s a mutual agreement that sets expectations and protects both sides.
2. Why SLA Tracking Is Essential
If you don’t track SLA compliance, you risk:
Missed deadlines
Lost client trust
Contract penalties
Lack of accountability
Poor performance visibility
On the flip side, tracking SLAs gives you data to prove reliability — or fix weak spots.
3. Automate SLA Monitoring With Digital Tools
A system like Serfy can:
Start timers automatically when a task is created
Alert you when deadlines approach
Show which SLAs are at risk or breached
Generate reports by client, technician, or team
No manual tracking. No surprises. Just transparency.
4. Set Different SLA Rules by Client or Task Type
Not all tasks are equal. Customize SLA rules based on:
VIP clients (faster response times)
Task categories (e.g. urgent repair vs. routine check)
Operating hours (24/7 vs. business hours only)
Flexibility lets you scale while keeping promises clear.
5. SLAs Build Trust — Even When Things Go Wrong
If you’re transparent about SLA terms and tracking, even a delay can feel professional:
“We know the SLA was 24h, and we missed it by 1h — here’s why and what we’re doing to prevent it.”
This openness turns service into a partnership, not just a transaction.