Report library
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.
- Benchmark
- None. There is no universal figure; track it against your own baseline.
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.
Where it lives, and what to read with 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.
Straight answers.
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.