Feature
Contracts, SLA clocks, certificates and evidence packs
The commercial promise, the work and the proof stay attached to the same customer record.
The problem
The contract says four-hour response. The job sheet has a date. The certificate is in a folder. When the customer asks for evidence, the office rebuilds the story from email, paper and memory.
What you get
Effective contract versions
Keep the agreed services, coverage and exclusions, and pin the version that applied when a job or maintenance plan was linked.
Contractual SLA clocks
Track intake, acknowledgement, response and resolution clocks separately from the appointment. Rescheduling does not rewrite SLA history.
Business calendars
Apply working hours, holidays and time-zone rules so the deadline reflects the contract, not a 24/7 timer.
Certificate register
Record worker, asset and site certificates with expiry reminders, verification and audited manager overrides.
Evidence packs
Generate a period or site PDF containing obligations, jobs, certificates, defects, SLA outcomes and exceptions.
Customer portal visibility
Customers see their published contract, service lines and authorised contacts, never drafts or internal notes.
How it works
Publish the agreement
Record service lines, covered sites and assets, exclusions and authorised contacts, then publish a version.
Link the work
Jobs and maintenance plans reference the contract service line and the version that applied.
Track the clock
SLA events record when the job was received, acknowledged, responded to and resolved, including pauses.
Prove it
Download an evidence pack for a site and period, or let the customer view their published contract in the portal.
Works with
Questions about this feature
Does moving an appointment reset the SLA clock?
No. Contractual SLA clocks are explicit events and survive rescheduling. Schedule-derived report targets remain informational.
Can customers see internal notes?
No. The portal shows the published contract, coverage and authorised contacts only.
What is in an evidence pack?
The selected site and period, contract obligations, jobs, certificate status, defects, SLA outcomes and any exceptions.
Can a manager override a certificate block?
Yes, with an explicit reason and an audit entry. The override is visible in history.
Bring one contract to the walkthrough
We will show how coverage, SLA clocks and evidence fit around the work you already do.
Book a walkthroughKeep reading
Help articles for this feature
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