SLA

An SLA (Service Level Agreement) is a formal contract between a service provider (for example, an ESE or construction company) and their client (a municipality or private property). This document defines expected quality standards and maximum response times.

For example, a lighting tender may stipulate:

• High Priority (Electrical risk): Resolution in < 2 hours.
• Medium Priority (Light out): Resolution in < 48 hours.

The consequences of non-compliance

Failure to meet SLAs usually results in severe financial penalties in monthly certifications. Therefore, for the maintenance company, controlling SLAs is not just a quality issue, but a matter of direct contract profitability.

SLA Monitoring in Maptainer

Managing SLAs with paper or WhatsApp is financial suicide. Notices get lost and deadlines pass. Maptainer acts as a "watchdog" for your contractual commitments:

• Automatic Timers: Each type of incident has its countdown according to the configured contract.
• Early Alerts: The system warns the coordinator when an incident is at 75% of the time limit and still open. "Warning, this order will expire in 1 hour!".
• Digital Evidence: At closure, it's recorded minute by minute when it was notified and when it was resolved, offering irrefutable proof for any municipal audit.