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Mastering Turnaround and Service Levels: The TAT & SLA Module Explained 

A powerful TAT & SLA intelligence layer that keeps every part of your service operation aligned, accountable, and always on time.

TAT & SLA Management
Automatic TAT Tracking

Track turnaround time effortlessly from the moment a request is raised to the moment it’s closed. Every stage, from pickup, diagnosis, repair, to dispatch is time-stamped automatically, giving you complete visibility without any manual effort. No more guesswork, no more missed timelines.

Unified SLA Monitoring Across Your Entire Network

Monitor SLA commitments for different product categories, customer types, service centers, and technician teams- all from a single, intuitive dashboard. Whether you operate in one city or fifty, the system keeps every unit aligned with your service standards and contractual obligations.

Smart Delay Alerts & Multi-Level Escalations

Never get blindsided by a breach again. Intelligent alerts notify the right people the moment delays start creeping in. Set escalation chains for supervisors, regional heads, or OEM partners so issues are addressed proactively, not reactively.

Live Countdown Timers That Drive Action

Every service request comes with a real-time countdown clock that displays the remaining response and resolution time. This keeps agents focused, technicians accountable, and managers informed, ensuring the entire service workflow moves with clarity and urgency.

Customer Loyalty and Uptime: Why TAT & SLA are Non-Negotiable?

In today’s fast-paced service environment, timelines aren’t just operational metrics; they directly shape customer satisfaction, brand loyalty, and operational efficiency. Strong TAT and SLA management ensures every request moves smoothly through the workflow, and every customer receives services right on time. 

Reduce Delays 

Automated alerts, real-time countdowns, and instant visibility into bottlenecks help your teams act before delays escalate. With every stage monitored, you eliminate blind spots and keep service operations running with clockwork precision. 

Improve Customer Trust 

Nothing builds trust like reliability. By consistently meeting the timelines you promise - whether it’s repaired, pickups, or resolutions - you strengthen customer confidence and create a predictable, frustration-free service experience. 

Standardize Performance Across the Network

Establish a single, unified standard for response and resolution of time across all service centers, teams, and locations. With everyone aligned to the same metrics, performance becomes consistent, measurable, and easy to scale.

The Engine of Efficiency: Core Capabilities That Drive Results 

The fast-paced world of field service demands managing Turnaround Time (TAT) and adhering to Service Level Agreements (SLAs) is paramount to protecting customer satisfaction, minimizing risk, and maximizing profitability.

Auto-SLA Assignment

Eliminate manual work with intelligent scheduling that assigns the right technician to the right job in seconds. Adapt quickly to last-minute changes with real-time updates and keep operations running smoothly.

Real-Time SLA Timer

Never lose track of the clock. Every request comes with a dynamic countdown that visualizes the exact time left for response, resolution, repair, and even logistics or transport events. Teams stay alert, prioritized, and always aware of what needs immediate attention.

Multi-Level Escalations

Stay ahead of breaches with intelligent escalation chains. When a case approaches its limit, the system notifies supervisors, regional heads, or any predefined stakeholders to ensure timely intervention. No delays, no surprises.

SLA Breach Reasons & RCA

Understand the "why" behind every delay. Capture breach reasons directly from teams and compile RCA insights that highlight recurring patterns, operational bottlenecks, and improvement opportunities.

Custom TAT Rules

Design TAT rules that match your real-world workflows. Configure timelines for each stage, whether it's service request, pickup, diagnosis, repair, quality check, dispatch, or delivery. Every step is measurable, trackable, and fully aligned with your service commitments.

SLA Reports & Dashboards

Make data-driven decisions with a comprehensive reporting suite. Monitor on-time vs. breached cases, engineer-wise SLA performance, location-specific TAT trends, and compliance with customer or contract-level SLAs—all in real time.

The Engine of Compliance:
Simple Steps to Master Your Service Timelines

We take the stress out of managing diverse service commitments by automating crucial decisions, visualizing time constraints in real-time, and building fail-safe escalation protocols.  

The result is a system where every request, regardless of complexity or customer tier, follows a predictable, optimized path, ensuring your teams always know what to do, when to do it, and why it matters. 

Configure Your SLAs & TAT Rules

Set up your response and resolution commitments in just a few minutes. Define timelines based on product types, customer categories, warranty status, workflows, and service center capabilities.

System Applies Rules Automatically

The moment a new service request or job card is created, the system calculates the applicable SLA and TAT automatically calculates the applicable SLA and TAT, ensuring consistency and eliminating manual dependency.

Track Live Timers & Alerts

Teams get real-time visibility into countdown timers, upcoming deadlines, and potential breaches. Automated alerts and escalations ensure timely action at every stage.

Receive Alerts & Escalations Before Breaches

Automated alerts notify teams as deadlines approach, while multi-level escalations ensure supervisors and managers step in before SLAs are breached.

Analyze, Learn & Optimize Performance

Review SLA compliance, breach of reasons, and turnaround trends to identify bottlenecks. Use data-backed insights to continuously refine workflows and improve service efficiency.

Elevating Service Standards Across the Board

ServiceStation optimizes the repair journey for every participant involved. It streamlines operations for service centers, enhances oversight for OEMs, and delivers transparency and speed for customers, creating a truly unified and high-quality service experience.

For OEMs & Brands

For OEMs & Brands

ServiceStation brings complete standardization to repair quality across all authorized centers, ensuring every job follows brand-defined workflows. With full network visibility, OEMs can track performance, SLA adherence, repair timelines, and parts usage in real time.

Built-in validation rules and audit trails reduce fraudulent claims and unauthorized expenses. The result is tighter warranty cost control, improved compliance, and a more predictable service ecosystem.

For Service Centers

For Service Centers

Service teams benefit from smoother, faster operations with automated job assignments, guided diagnostics, and digital approvals. Turnaround times improve significantly as manual steps are removed, and technicians receive clear instructions at every stage.

Workload becomes easier to manage with centralized dashboards and real-time progress tracking. With the right parts, clear workflows, and quality checks, first-time-fix rates rise, leading to happier customers and more efficient teams.

For Customers

For Customers

Customers enjoy complete transparency throughout the repair and return journey. They receive timely updates - right from job creation to diagnostics, estimates, repair completion, and dispatch - without needing to make follow-up calls.

Faster resolutions, accurate estimates, and transparent billing build trust and remove ambiguity. Overall, the experience becomes smoother, clearer, and more dependable.

For Distributors

For Distributors

Maintain transparent and reliable SLAs across stocking points and distribution hubs. Ensure that replacements, part movement, and product transfers follow predictable timelines to support smooth service centers and customer operations.

Hear Our Clients Talking

Client Photo Quote

We reduced SLA breaches by 43% in just three months after shifting to automated alerts and real-time TAT tracking. Our teams finally have complete visibility—and our customers can feel the difference.

— Amelia V., Director of Field Operations, TechServe Global

Support Expert

Master Your Timelines. Maximize Customer Satisfaction.

Empower your teams with powerful TAT & SLA automation that keeps every request on track and every customer delighted.

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