A Spaid engineer maps your SLA breach patterns by customer tier, job type, and tech assignment — and builds a dispatch intelligence layer that flags at-risk jobs before they miss the window.
SLA compliance isn’t a staffing problem — it’s a dispatch intelligence problem. The jobs that breach are predictable if you look at the data. The same customer tiers, the same job types, the same tech assignments, the same time-of-day patterns show up in breach data every month.
Analysis of SLA data consistently shows that 70–80% of breaches come from 20–30% of job-type and customer-tier combinations. The patterns are visible in the FSM. Nobody has connected them to dispatch decisions.
70–80% of breaches from predictable combinationsDispatch assigns jobs based on who’s available. SLA-critical jobs get the same queue treatment as standard jobs. Without SLA risk scoring at the assignment stage, breach probability is invisible until the customer calls.
Average 2.4 hour delay between SLA breach and operator awarenessFor operators with commercial accounts or PE oversight, SLA performance is a P&L line — penalty clauses, contract renewal risk, customer concentration exposure. A weekly breach pattern discovered in a quarterly review is a 3-month loss that could have been prevented in Week 1.
SLA penalty clauses average 5–15% of contract valueA breach report tells you what you lost. Breach probability scoring tells you what’s at risk right now — before the window closes.
Breach patterns from 6–12 months of history. Daily probability monitoring. PE-ready reporting.
Analyzes job queue against tech availability, job type duration history, and travel time to score breach probability at dispatch time. High-risk jobs surface to the top of the prioritization stack before the window closes, not after the customer calls.
Pulls SLA history by customer account, job type, time of day, and tech assignment. Identifies which combinations generate the most breaches, which customer tiers have the highest exposure, and which dispatch decisions correlate with breach outcomes.
Monitors SLA performance daily with forward-looking breach probability scoring — not a monthly report after the damage is done. Flags when breach rate is rising by customer tier, job type, or branch so you have a 3–7 day window to address root cause.
Weekly SLA performance report by branch and customer tier — maps breach rate to contract penalty exposure, renewal risk, and EBITDA impact. Formatted for PE and board visibility, not just internal ops review.
Our Full-Operation Audit (Days 1–30) maps every revenue leak — field and back of house. If we don't identify at least $200,000 in recoverable annual revenue, we refund Phase 1 in full. You keep all audit deliverables.
After kickoff, we ask for about 30 minutes a week of your ops leader's time.
We'll start with a recent export or sample call data from your FSM and call system, show you the biggest leaks, and scope the engagement. Full access happens only if you proceed to the audit.