Define the response promise
Set response hours, weekdays, time windows and public holiday behavior so the SLA reflects how the service organization actually works.
SLA hoursService windowHoliday handling
Response and compliance
Service Level Agreements with SLA-aware dispatch and compliance reporting
Define response hours, SLA windows, working days and holiday handling, then monitor whether covered service visits are delivered inside the agreed response time.
An SLA only matters if the service team can see it before the deadline is missed.
Sepolo makes SLA coverage visible in service calls, remote support cases and agreement reports so dispatchers can prioritize work by customer commitment, not only by queue order.
SLA response hoursSLA due timeBreach reportingAgreement owner notifications
Prioritize covered service calls
When an asset or customer is covered, Sepolo can show the agreement context and SLA urgency to dispatchers and supporters.
SLA badgeCountdownQueue priority
Measure from call to response
Track received time, first actual start and customer-requested timing so compliance evidence is based on the right operational timestamps.
Call receivedActual startCustomer-requested exclusion
Act on broken agreements
SLA compliance reports reveal breached visits, pending cases and invalid timestamps so managers can fix the process before it becomes customer friction.
Compliance rateBroken agreementsResponse evidence