SLA Response Tracking
Open Reports → SLA in Thermal →
What it's for
SLA Response Tracking is "Guaranteed response windows and breach flags for service-agreement jobs." When an agreement promises a four-hour response, this is the report that says whether you delivered it — before the customer does.
Reach it from Reports → SLA, at /reports/sla.
Tabs
Reports links back to the hub.
Panels and controls
Columns: WO, Customer, Created, Window (hrs), Actual response, and Status.
- Window (hrs) is the guaranteed response recorded on the customer's agreement — not a shop-wide default. Two customers on different plans are measured against different promises, which is the only fair way to do it.
- Actual response against that window produces the Status. A breach is a fact you can act on: apologise, credit, or reprice the plan.
- Only jobs under an agreement with a response window appear. A job for a customer with no agreement has no promise to breach, so it is not counted — which keeps the report about commitments rather than about everything.
Clear resets the filters.
No SLA-tracked jobs is the empty state, and on a shop with agreements it usually means no response window has been set on them.
What it accepts
| Field | Format | Required | Rule |
|---|---|---|---|
| Filters | Date range, customer, status | No | "Clear" resets them |
The report is a read-out over work orders and the agreements behind them.
How to configure it
- Guaranteed response (hours) on each agreement is the promise this report measures against. An agreement with that field empty produces no SLA rows — see Edit agreement.
- Agreements settings decide the default response window a new plan starts with.
- Branches scope the report.
Who can see it
This screen sits behind the Reports area.
Owners, office managers and dispatchers can open it. Technicians cannot. The gate is checked on the server, not just hidden in the sidebar, so a direct link does not get around it.
The full role matrix is on Roles & permissions.