Service Level Agreements (SLA)

Last Updated: Sep 13, 2016 04:13PM CDT
What is an SLA?
A Service Level Agreement, or SLA, defines your company’s expected level of performance when performing work for your customer. Performance against SLAs provide the basis for your company’s score and standing with your customer.

There are three primary SLAs:
  • time to accept/reject a work order
  • time to complete a work order, and
  • time to invoice
It is imperative that you understand the SLAs for each of your clients and that your work meets or exceeds the terms of those SLAs.

Are the SLAs the same for all clients?
Service Level Agreements vary across accounts. You can find account-specific SLAs from the blue “Home” tab of your Pro Connect portal. You are strongly encouraged to validate the SLA expectations for each account for which you perform services.

What are the SLAs I am accountable to deliver?
You can find these in your blue “Home” tab under each client that you service.
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