Overview
Our Service Level Agreement (SLA) outlines the target timeframes we aim to meet as we manage a service request from start to finish. These targets help ensure maintenance and service needs are handled consistently, efficiently, and with clear communication throughout the process.
In addition to work order timelines, our SLA also includes expectations for call center responsiveness, message response times, and service quality through our Pro Network.
Work Order Stages & Target Timeframes
Work Order Stages | Target SLA % | Emergency | Non-Emergency |
Time to Accept | 90% | 10 Minutes | 10 Minutes |
Time to Schedule | 80% | 4 Hours | 1 Business Day |
Time to On-Site | 80% | 24 Hours | 3 Business Days |
Time to Submit Quote After On-Site | 80% | 4 Hours | 2 Business Days |
Time to Return After Quote Approved | 80% | 24 Hours | 3 Business Days |
Total Time to Complete (Minus the Customer Time to Approve Quote) | 80% | 72 Hours | 10 Business Days |
Time to Invoice | 80% | 2 Business Days | 5 Business Days |
Things to note:
The target SLA means we are adhering to the defined SLAs that percentage (%) of time.
Emergency is broken down by hours to emphasize that these are handled at all times of day.
The Total Time to Complete does not include the total time for the customer to approve the quote.
Time to On-Site is dependent on the resident's availability.
Call Center Metrics
Metric Name | Target SLA % | Metric |
Speed of Answer | 80% | 90 Seconds |
Time to Return Missed Call | 80% | 10 Minutes |
Call CSAT | 80% | 80% |
Things to note:
We capture call CSAT through AI sentiment tracking. We occasionally run call surveys, but this metric is based on sentiment analysis.
Pro Network Ratings
Metric | Target SLA % | All Work Orders |
Average Tenant Rating | 85% | 4.0 or Above |
NPA | 85% | 75 or Higher in Each Market |
Customer Communication Response Times
Channel | Target SLA % | Emergency | Non-Emergency |
Email/PMS/Lula Portal | 85% | 1 Hour | 24 Hours |
Slack | 85% | 1 Hour | 2 Hours |