A contract, not an advertising slogan
Permanent electrical service with SLA for businesses and multiple facilities
One reporting line, agreed priorities, substitute technician, cost tracking, and KPI report. The agreement divides four times: acceptance, contact, travel, and restoration of operation – so that "SLA" has a definition, not just a number.
We do not publish a single "2h/4h" time for the entire region. We set parameters for your facilities, priorities, and hours – and record them in the agreement.
Contractual model
What permanent service includes.
- Register of facilities, contacts, and access hours
- P1–P4 priorities based on impact on operations
- Agreed service times and zones
- Reporting coordinator and substitute technician
- Planned inspections and preventive actions
- Report status and decision history in the panel
- Limit or acceptance of additional costs
- Monthly or quarterly KPI report
Substitution included in the process
- when another technician or coordinator takes over the report,
- how this changes the travel window,
- who confirms the cost in the absence of the decision-maker.
The agreement explicitly describes the substitution path – availability does not depend on one person's calendar.
Definitions
Four times instead of one password.
| Time | Meaning |
|---|---|
| Acknowledgement | The system registered the report and assigned a number. |
| Contact | The coordinator confirmed the impact of the failure and collected data. |
| Travel | The technician arrived at the agreed point of the facility. |
| Restoration | The agreed function is working — sometimes after temporary safeguarding. |
- P1 critical — facility downtime
- P2 high — partial downtime
- P3 standard — no downtime
- P4 planned — service window
Note: SLA does not always cover the full repair time. Restoration of operation may depend on parts, network operator or cost approval — the contract separates safeguarding, temporary and definitive repair.
Implementation
Contract launched in stages.
- List of facilitiesFacilities, critical functions, contacts and access hours.
- Initial auditDocumentation and outstanding faults — starting point.
- Priorities and zonesAvailability model tailored to the role of the facility.
- Cost authorisationsWho approves expenditure and up to what limit.
- PilotRepresentative group of facilities before scaling.
- Parameter correctionFirst month's report and SLA fine-tuning.
- Full launchManagement of the entire portfolio and periodic reviews.
Management report
What is visible in the KPI report.
- Number of reports 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 faults — with prevention recommendation
- Open decisions on the client's side
FAQ
Questions about the service contract.
Does the SLA cover the full repair time?
Not always. Restoration of operation may depend on parts, network operator or cost approval. The contract separates safeguarding, temporary and definitive repair — we state this directly, instead of promising one time for everything.
Can one contract cover multiple locations?
Yes — after defining 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 accounted for?
Possible models include rates, markup, limit, periodic budget or separate approval. The chosen model is transparent before the contract starts — 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 record them in the contract for your facilities — we do not declare times that we cannot meet.
B2B Contact
Request an SLA proposal.
Provide the number of facilities, cities, operating hours and critical functions — we will return with a proposal for priorities, zones and four times.
Our principle: every SLA parameter is published with a definition and scope, never as just a keyword.