Question 1

What is the difference between an SLA and a maintenance contract?

Accepted Answer

A maintenance contract commits you to planned visits on a schedule. An SLA commits you to speed when something breaks unexpectedly. Many agreements contain both: quarterly servicing plus a response commitment for breakdowns between visits.

Question 2

Does Omni Field track SLA compliance?

Accepted Answer

There is no dedicated SLA compliance tracker. Omni Field records job priority and the timestamps for raised, arrived and completed, and reports across them, which is the raw material for measuring against a commitment. If you have contractual SLAs, verify that this meets your reporting obligations.

Question 3

Should a small service business offer SLAs?

Accepted Answer

Only for commitments you can actually meet, and price them accordingly. An unmet SLA is worse for a relationship than no SLA, because it converts a delay into a breach. Start with response times inside business hours and extend once you can evidence the performance.

Service level agreement (SLA)