What Is an SLA and How to Use Service Levels in Dwellant
A Service Level Agreement (SLA) is a commitment between a Managing Agent and their clients (or contractors) to handle tasks within a specific timeframe.
Measuring these timelines allows for transparent reporting—usually on a monthly basis—to show how well service expectations are being met.
This requires commitment internally for you as a customer and can only be turned on by your senior team.
Setting Realistic Expectations
Not every task carries the same urgency. To manage this, as an example, we define different Service Levels based on the type of work required.
| Category Example | Response Target | Resolution Target |
|---|---|---|
| Emergency (e.g., Person stuck in lift) | 30 Minutes | 2 Hours |
| Routine (e.g., Repainting a bin store) | 2 Days | 30 Days |
| Long-Term Project | 8 Weeks | 12 Weeks |
How it Works in the Portal
Once SLAs are enabled for a building, the system automates the tracking of deadlines to reduce manual data entry.
1. Assigning a Service Level
When logging or editing a request under "Additional Information," you will see a Service Level field.
Autocomplete: Start typing the name of the service (e.g., "High" or "Routine") to filter the list.
Automation: Once a Service Level is selected, the system automatically calculates the Target Date and sets the Importance level based on your pre-defined contract rules.
2. Acknowledgment
Selecting a Service Level will automatically mark the request as "Acknowledged," capturing the initial response time immediately.
Getting Started
If you would like to implement SLAs for your organisation or specific buildings, please follow these steps:
Consultation: Speak with your Account Manager to ensure SLAs are included in your service agreement.
Define Your Levels: Provide us with a clear list of your required Service Levels, including the Name, Importance, Response Period, and Resolution Period.
Activation: We can enable SLAs for your entire portfolio or on a building-by-building basis depending on your specific client requirements.