SLA Analysis

Measure and monitor operations against your service level agreements.

SLA Analysis applies your operational rules — the response-time targets and completion windows you've defined for your portfolio — to your actual work order data. To set up or edit your rules, see Global Rules.

Compliance Metrics

Navigate to Maintenance → SLA Analysis and drill into any property, site, or asset group to review compliance metrics:

• Attend SLA % — Measures whether the first on-site response to a work order happened within your target window
• Complete SLA % — Measures whether work orders were fully resolved within your completion window
• Single-Visit Resolution % — Work orders resolved on the first technician visit
• No Repeat Issues % — Work orders that didn't result in a callback within 30 days

Each metric shows met vs. missed counts across a configurable date range.

Performance Breakdown

The Performance Breakdown shows attend and complete rates across the SLA structure defined for your operation, including:

• Priority levels
• Response-time categories
• Completion-time categories
• Custom work order groupings

This helps teams see where performance is meeting target and where breakdowns are concentrated.

Analysis & Insights

The Analysis & Insights section surfaces AI-generated findings such as:

• What is driving SLA failures
• Which failure patterns are clustering together
• Where vendors, parts, or process delays are affecting performance
• Which work order types or operational patterns appear most often in missed-SLA cases

Each insight links back to the underlying work orders for review.