Service performance

Turn Service Commitments Into Measurable Performance

Targets defined per service category and priority, timed automatically, escalated before they breach, and reported from the same records used to do the work.

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The business problem

Service levels agreed in contracts, measured by argument

Contracts commit to response and rectification times, but the evidence lives in call logs, email and memory. Month-end reporting becomes a negotiation, disputed cases are settled by whoever documented more, and nobody knows a target is at risk until it has already been missed.

No agreed clock start and stop per requestLegitimate pauses not recorded, so targets look missedEscalation triggered after breach rather than beforeReporting assembled manually and contested

The IntelliGrid approach

Timers on the record, not in a spreadsheet

Each work order inherits the targets applicable to its service category and priority. Clocks start and stop on defined events, pause where the contract allows, and drive escalation notifications as risk accumulates. SLA reporting is then a query against operational data rather than a reconstruction.

Automatic timers with defined start, pause and stop eventsEscalation before breach, to named accountabilityClient and tenant SLAs held separately on the same workBreach alerts and reporting from operational records

A configurable priority matrix

Example configuration. Targets are set per contract during deployment.

Priority	Description	Response	Attendance	Target resolution
P1	Emergency — safety or critical system	15 mins	30 mins	Configurable
P2	Urgent — service affecting	30 mins	2 hours	Configurable
P3	Routine — non-service affecting	4 hours	Next working day	Configurable
P4	Scheduled — planned work	Next working day	By plan date	By plan date

Capabilities

SLA capabilities

Service categories

Targets differentiated by discipline, asset class and location type.

Priority matrix

Priority derived from impact and urgency, driving which targets apply.

Client SLA

Commitments made to the building owner or client organisation.

Tenant SLA

Separate, often tighter, commitments made to occupants.

Automatic timers

Response, attendance, rectification and resolution timed independently.

Pause rules

Documented pauses for access restrictions, parts lead time or client hold.

Escalation

Tiered notification as a target approaches, then as it is exceeded.

Breach alerts

Immediate notification with cause captured for review.

SLA reports

Performance by period, site, category, technician and contractor.

Workflow

The SLA clock

STEP 1

Raise

Work order created; response clock starts.

STEP 2

Acknowledge

Response target met; attendance clock starts.

STEP 3

Attend

Technician on site; rectification clock starts.

STEP 4

Pause

Documented hold for access or parts, if permitted.

STEP 5

Rectify

Service restored; rectification target assessed.

STEP 6

Acceptance recorded; resolution target assessed.

Business benefits

Performance reported from operational records rather than reconstruction Escalation acting before a target is missed Legitimate pauses documented so performance is fairly represented Client and tenant commitments tracked separately on the same work Disputes resolved by timeline, not recollection

Connects with

Work order engine Contact centre Duty rosters Contractor management Notification BI export

See integration architecture →

Frequently asked

Can IntelliGrid track SLAs for multiple clients with different targets?

Yes. Target sets are held per contract and service category, so a managed portfolio can apply different commitments per client, building or tenancy while operating from one work queue.