An SLA (Service Level Agreement) is a formal contract between a service provider (for example, a maintenance contractor or an energy services company) and their client (a solar plant operator, the management entity of an industrial park, or the owner of a business park). This document defines expected quality standards and maximum response times.
For example, a maintenance contract for the lighting and electrical installations of an industrial park 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 deadlines: Each incident and work order receives the response and resolution deadline that corresponds to its criticality and customer, counted in working hours.
- SLA-at-risk warning: An open work order or incident moves to "SLA at risk" once it has used 75% of its deadline (configurable percentage), and the alert can escalate by email to the person in charge.
- Digital evidence: The status history records when it was reported, when work started, and when it was resolved: traceable proof for the customer or for any audit.