SLA compliance report
SLA compliance measures how often a contractor meets the response and resolution commitments written into a service level agreement — arriving inside the promised response window and resolving the issue inside the promised resolution window. The SLA compliance report tracks that rate per agreement, per customer, and per branch.
The columns.
- Response timeActual time to acknowledge and respond against the window written into the service level agreement.
- Resolution timeActual time to resolve against the contractual resolution window.
- Compliance ratePass/fail per job rolled up per agreement, customer, and branch — the measure behind SLA compliance rate.
How the report works.
What SLA compliance measures
Most commercial service agreements carry a response-time commitment — respond within 4 hours for an emergency call, for example — and often a resolution-time commitment on top of it. The SLA compliance report tracks actual response and resolution times against those commitments for every job performed under a covered agreement, and rolls the pass/fail result up into a compliance rate per agreement and per customer.
This is distinct from general schedule adherence, which tracks whether a visit started on time against the day's dispatch schedule. SLA compliance is specifically about contractual commitments made to a customer — the number that matters when a customer asks 'are you meeting what we signed for.'
Why this report exists separately from dispatch reporting
SLA terms vary by agreement — different response windows for different customers, different definitions of 'resolved,' different exclusions for after-hours or major failures. A generic on-time-arrival number doesn't capture any of that nuance, and a contractor reporting overall punctuality to a customer with a specific 4-hour emergency SLA is answering the wrong question.
The SLA compliance report is built to answer the specific one: for this agreement, on the terms actually written into it, how often did we hit the commitment.
How Thermal tracks it
SLA terms are set per agreement in Thermal, and every dispatched job under that agreement is measured against its response and resolution windows automatically from the same timestamps used for scheduling and dispatch — no manual stopwatch or separate compliance log.
Because compliance is calculated from the same records used to run dispatch day to day, the number a branch manager sees internally is the same one that can be shared with a customer or account team without reconciliation.
Using SLA compliance in customer conversations
For contractors selling into facilities and multi-site accounts, SLA compliance is often the first thing a customer's ops team asks about at renewal. Being able to show the actual compliance rate — not an estimate — turns that conversation from a trust exercise into a data review, and a compliance rate trending down becomes a signal to fix a dispatch or staffing problem before the customer raises it.
Dispatch coordinators use the report differently: as a live check during the day, not just a retrospective, to catch a job trending toward an SLA breach while there's still time to reassign it.
See it live in Thermal
Thermal's SLA compliance report lives at app.trythermal.com/reports/sla, tracking response and resolution windows per agreement against the same dispatch timestamps used to run the schedule.
Questions about this report.
Can SLA terms differ by customer or agreement?
Yes. Response and resolution windows are set per agreement, so a facility with a 2-hour emergency SLA and a smaller account with a next-business-day SLA are each measured against their own terms, not a single company-wide standard.
How is SLA compliance different from schedule adherence?
Schedule adherence tracks whether a visit started inside its scheduled dispatch window on a given day. SLA compliance tracks whether the visit happened inside the contractual response or resolution window written into the customer's agreement. A job can be schedule-adherent and still miss its SLA if it was scheduled too late to begin with.
Does an after-hours emergency call use a different SLA than a scheduled visit?
Agreements can define separate SLA terms for emergency versus scheduled work, and the report measures each job against the terms that actually apply to it.
Can dispatch see SLA risk before a job breaches?
Yes. The dispatch coordinator view surfaces jobs trending toward an SLA breach in real time, so a job can be reassigned or escalated before it actually misses the window, not just reported on after the fact.
These reports, on your own data.
If you want to see how they read on your branch's actual work orders and billing, that's a demo.