A contract, not a marketing slogan
Ongoing electrical service with SLA for businesses and multi-facility portfolios
A single reporting line, agreed priorities, backup technician, cost tracking, and KPI report. The contract separates four times: acceptance, contact, travel, and restoration of operation — so that "SLA" has a definition, not just a number.
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We do not publish a single "2h/4h" time for the entire region. We set parameters for your facilities, priorities, and hours — and write them into the contract.
Contract model
What ongoing maintenance includes.
- Register of facilities, contacts, and access hours
- P1–P4 priorities based on business impact
- Agreed times and service zones
- Ticket coordinator and backup technician
- Planned inspections and preventive actions
- Ticket status and decision history in the customer panel
- Limit or approval of additional costs
- Monthly or quarterly KPI report
Replacement built into the process
- when a ticket is taken over by another technician or coordinator,
- how this changes the travel window,
- who approves the cost in the absence of the decision-maker.
The contract describes the replacement path directly — availability does not depend on the calendar of a single person.
Definitions
Four times instead of one slogan.
| Time | What it means |
|---|---|
| Receipt | The system has registered the ticket and assigned a number. |
| Contact | The coordinator confirmed the impact of the fault and collected data. |
| Arrival | The technician arrived at the agreed point of the facility. |
| Restoration | The agreed function is working — sometimes after temporary securing. |
Swipe the table sideways to see the remaining columns.
- P1 critical — facility downtime
- P2 high — partial downtime
- P3 standard — no downtime
- P4 planned — service window
Note: SLA does not always cover the time of full repair. Restoration of operation may depend on parts, the network operator, or cost approval — the contract separates securing, temporary repair, and target repair.
Implementation
Contract launched in stages.
- List of facilitiesFacilities, critical functions, contacts and access hours.
- Initial auditDocumentation and outstanding defects — the starting point.
- Priorities and zonesAvailability model tailored to the role of the facility.
- Cost approvalsWho approves the expenditure and up to what limit.
- PilotA representative group of facilities before scaling.
- Adjustment of parametersFirst month's report and SLA fine-tuning.
- Full launchService of the entire portfolio and periodic inspections.
Management report
What is visible in the KPI report.
- Number of requests by priority and facility
- Median times: acceptance, contact, travel and report
- Percentage of orders handled within the agreed time
- Costs broken down by facility and work category
- Recurring defects — with prevention recommendation
- Open decisions on the customer's side
FAQ
Questions about the service contract.
Does the SLA cover the time of full repair?
Not always. Restoring operation may depend on parts, the network operator or cost approval. The contract separates securing, temporary repair and target repair — we say this directly instead of promising one time for everything.
Will one contract cover multiple locations?
Yes — after defining the facilities, zones, priorities, hours and contact persons. Not all facilities must have the same priority or travel time; the method of description and reporting is common. See also multi-facility service.
How are materials settled?
Possible models include rates, markup, limit, periodic budget or separate approval. The selected model is transparent before the contract is launched — no surprises on the invoice.
What about response times for my area?
Specific contact and travel times depend on location, priority and time of day. We write them down in the contract for your facilities — we do not declare times we cannot keep.
B2B Contact
Request an SLA proposal.
Provide the number of facilities, cities, operating hours and critical functions — we will return with a proposal of priorities, zones and four times.
Our rule: we publish each SLA parameter with a definition and scope, never as a slogan alone.