SLA & KPI Management
In short
SLA & KPI Management turns every contractual service level into a measurable target. Each client contract carries its own SLA rules by priority, and every request is measured across four stages: respond, attend, contain and fix. Each outsourced service is then scored monthly against an agreed KPI catalogue.
Applies to: SLA rules are configured per client contract
A service level agreement is only worth what you can prove.
Most CAFM systems track when a job was raised and when it was closed. That is enough to say something happened, and not enough to settle a disagreement about whether the service met the contract. SLA & KPI Management exists to close that gap in two ways: finer measurement on each job, and an agreed monthly score on each service.
SLAs that match the contract, not the system
- Contract-specific SLAs: Different clients and contracts carry their own service levels, all managed in one place.
- Priority-based tiers: Separate targets for emergency, urgent, medium and other priorities.
- Operating days and hours: An SLA can apply only on selected weekdays and within a defined time window, so a clock does not run through a weekend the contract does not cover.
- Flexible time units: Targets from minutes to months, such as 30 minutes, 4 hours, 2 days or 1 month, to match any contract term.
- A clear hierarchy view: SLAs shown by client, then contract, then type, then priority, with every target visible at once.
- Bulk import: SLAs loaded in bulk when a new contract starts, and edited as the contract changes.
Four-stage tracking
Most systems track two points: response and completion. CAFMTEK measures four.
| Stage | What it measures |
|---|---|
| Respond | Time to acknowledge the request |
| Attend | Time for a technician to reach the site |
| Contain | Time to make the issue safe or stop it getting worse |
| Fix | Time to fully resolve the issue |
The middle two are what make the figures defensible. A job where a technician arrived in twenty minutes and made the situation safe, then waited three days for a part, is a very different service story from one that sat untouched for three days. Two-stage tracking cannot tell those apart. Four-stage tracking can.
Hold time is recorded separately as paused time, rather than silently counting against the target.
Monthly service scorecards
Beyond individual jobs, each outsourced service on a contract is scored every month.
- One contract, many service streams: Cleaning, landscaping, HSE, security and the rest are each scored separately, then rolled up to a contract total.
- An agreed KPI catalogue: A fixed list of KPIs per contract, each with its own code, unit and target.
- Criticality tiers: Each KPI’s tier sets its weight and how much non-compliance is tolerated before it fails. Tiers are configured per contract rather than being a fixed list.
- Pass or fail per KPI: A KPI passes only if its non-compliance is within the tolerance for its tier. There is no partial credit, which is a deliberate rule and one worth agreeing with the client up front.
- RAG performance bands: Configurable thresholds that colour a score, so a number becomes a status.
How a month is scored
- Configure: Service streams, the KPI catalogue, criticality tiers and performance bands are set once and reused every month.
- Assess: The assessor records non-compliances per KPI on the score card. The target score, the pass or fail result and the performance percentage update live as they type.
- Review: The monthly summary rolls up every stream to a contract total.
- Close: A completeness gate requires every stream to be scored or marked not applicable, then the month locks and a snapshot freezes.
- Issue: The score card or monthly summary is exported as a formal performance report.
A KPI marked not applicable is excluded from the calculation. A KPI left blank is treated as not started and blocks the month from closing, so a blank is never a free pass.
Month close and audit
Closing a month freezes a snapshot of every stream’s score. A closed month does not change quietly, and only an administrator can reopen it, which clears the frozen figures for further editing. Administrators are notified when a month closes, and a change history is kept for accountability.
That is the part clients care about most. The copy they were sent and the figure in the system agree permanently.
Optional automation
Selected KPIs can derive their non-compliance automatically from the contract’s own data, reading PPM completion rates and work order SLA performance. Automation applies only to KPIs flagged for it, and a typed assessment always overrides the automatic value. The engine assists, it does not overrule the assessor.
Who does what
| Role | What they do |
|---|---|
| Assessor | Scores each service stream monthly, records non-compliances, marks KPIs not applicable and adds notes |
| Contract or performance manager | Reviews the monthly summary across all streams and closes the month once every stream is scored |
| Administrator | Configures the programme and is the only role that can reopen a closed month |
Reports and exports
Score cards and monthly summaries export as branded, client-ready documents. Exports of a closed month use the frozen snapshot, so the client copy and the system agree.
How it connects to other modules
- Contract Management holds the SLA rules, priorities and operating hours each contract is measured against.
- Task Management supplies the job timings that the four stages are measured from.
- PPM Management supplies completion data for auto-measured KPIs.
- Reports produces the exports.
Frequently asked questions
What are the four SLA stages?
Respond, attend, contain and fix. Respond is time to acknowledge, attend is time to reach site, contain is time to make the issue safe, and fix is time to fully resolve it.
Can SLA clocks run only during working hours?
Yes. An SLA can apply on selected weekdays within a defined time window, taken from each contract.
Is hold time counted against the SLA?
No. Hold time is recorded and reported separately as paused time.
Can different contracts have completely different service levels?
Yes. SLAs are contract-specific, with their own priority tiers, operating hours and targets.
How are monthly KPI scores calculated?
Each service stream is scored against an agreed KPI catalogue. Each KPI carries a criticality tier that sets its weight and its tolerated non-compliance. A KPI passes only if it stays within that tolerance, with no partial credit, and the streams roll up to a contract total.
Can a closed month be changed?
Only by an administrator reopening it, which clears the frozen figures. A closed month cannot change silently.