Managing Client Service Level Agreements (SLAs)

This article is for Administrators and Company Admins.

Service Level Agreements define the minimum standards of service you have committed to deliver to each client — guard coverage rates, response times, patrol frequencies, and incident reporting deadlines. Attlock lets you codify these commitments, track performance against them in real time, and generate SLA compliance reports for client reviews.

Where SLAs Live

SLA configuration is found at Clients → [Client Name] → SLAs. Each client can have one or more SLA documents, each covering a specific contract period or service type.

Creating an SLA

1. Open the client record and go to the SLAs tab.
2. Click New SLA.
3. Fill in the SLA details:
   • SLA Name — e.g., "Retail Portfolio 2026 Contract"
   • Contract Period — start and end date
   • Sites Covered — select which of the client's sites this SLA applies to
4. Add SLA Metrics (see below).
5. Click Save SLA.

SLA Metric Types

Attlock supports the following measurable SLA metrics:

For each metric, set:

• Target value — the committed performance level
• Warning threshold — the level at which you want an internal alert (e.g., 96% when target is 98%)
• Measurement period — daily, weekly, or monthly

Monitoring SLA Performance

The Clients → [Client Name] → SLA Dashboard shows real-time performance against each metric:

• Green — meeting or exceeding target
• Amber — below target but above warning threshold
• Red — below warning threshold; action required

Drill into any metric to see the underlying data — which shifts were missed, which patrols were incomplete, which incidents exceeded the response time target.

SLA Breach Alerts

When a metric drops below its warning threshold, Attlock can automatically notify your operations team:

1. In the SLA metric settings, expand Alerts.
2. Toggle Enable Breach Alert to On.
3. Add recipients — typically the Account Manager and Operations Manager for that client.
4. Set the Alert Delay — how long the metric must be in breach before the alert fires (prevents alerts from transient dips).

Generating SLA Reports

SLA reports are designed to be shared directly with clients:

1. Go to Clients → [Client Name] → SLAs → [SLA Name].
2. Click Generate Report.
3. Select the Reporting Period (weekly, monthly, or custom date range).
4. Choose the Report Format — PDF or Excel.
5. Toggle Include Raw Data if the client wants underlying shift and patrol records.
6. Click Generate.

The report includes your company branding, the client's name, each metric with its target and actual performance, and a trend chart for the period.

Sharing Reports with Clients

Generated SLA reports can be:

• Downloaded as PDF/Excel for manual distribution
• Emailed directly from Attlock using the Send to Client button — the report is attached and sent to the client's registered email contacts
• Shared via the Client Portal — if the client has portal access, reports appear in their Reports section automatically

Best Practices

• Set warning thresholds 2–3% above the SLA target — gives you time to intervene before a breach.
• Review SLA performance weekly — monthly reviews are too infrequent to catch trends early.
• Include SLA reports in client QBRs — data-backed reviews build trust and justify contract renewals.
• Document SLA exceptions — if a breach was caused by a client-side issue (e.g., site access denied), log it as an exception so it does not count against your performance.

Related Articles

• Managing Clients
• Managing Sites
• Reports & Analytics
• Billing, Contracts & Bill Items