Use Case
Hit 99%+ SLA compliance.
SLA contracts pay premium rates — and cost premium penalties when missed. BeanRails tracks every clock, escalates overruns automatically, and produces the monthly compliance reports your customers expect.
Live SLA clocks · Auto-escalation · Monthly compliance reports
The problem
SLA breaches are expensive and avoidable.
SLA contracts are how service businesses earn premium rates — critical-care customers pay 2-3x the standard rate because they expect response in minutes, not hours. Miss the SLA, and you give the money back. Miss it twice, and the customer leaves.
The root cause is almost always the same: nobody noticed the clock running out until it was too late. BeanRails fixes this by making every SLA clock visible to everyone who needs to see it — and by escalating automatically when the clock is at risk.
How BeanRails does it
Six steps from ticket to compliance report.
SLA tiers per contract
Each customer contract defines SLA tiers — P1 critical (15 min response, 4 hr resolve), P2 (2 hr response, 8 hr resolve), P3 (next day). BeanRails captures the tier per contract.
Clock starts on ticket creation
The moment a ticket or job is created, the SLA clock starts ticking. BeanRails tracks response time and resolution time against the tier.
Live dashboard for the dispatcher
The dispatcher sees every active SLA clock in real time — green (well within), yellow (half used), red (approaching breach). No surprises.
Automatic escalation
When a clock crosses 75% used, BeanRails escalates to the service manager. At 100%, the customer and the operations director are notified.
Customer notifications
Customers receive updates when the technician is assigned, en-route, and on-site. The customer experience stays tight even when the SLA clock is tight.
Monthly compliance report
At the end of each month, BeanRails produces the SLA compliance report — every ticket, every tier, every response time, every resolution. Sent to the customer automatically.
The outcome
What 99% SLA compliance does for the contract value.
Most service businesses running on spreadsheets or email hit 75-85% SLA compliance. BeanRails customers typically hit 95-99% within the first three months. The lift comes from visibility — every clock is visible to every stakeholder, and escalations happen automatically before the breach.
The financial impact is significant. At 80% SLA compliance on a RM 20,000 (S$ 6,000) monthly contract, you're paying RM 4,000 (S$ 1,200) a month in SLA credits. At 99%, you're paying RM 200 (S$ 60). That's RM 45,600 (S$ 13,680) a year recovered on a single contract.
The bigger win is retention. Customers who get 99% SLA compliance don't leave. They renew, they expand the contract, and they refer you to their peers. The flywheel turns.
FAQ
Common questions about SLA compliance on BeanRails.
How does BeanRails track SLA clocks?
Each customer contract defines SLA tiers (P1, P2, P3, P4) with response and resolution time targets. BeanRails starts the clock the moment the ticket is created and tracks it through to resolution. The clock is visible to the dispatcher, the technician, and the customer.
What happens when an SLA clock runs out?
When a clock crosses 75% used, BeanRails escalates to the service manager. At 100%, the customer is notified that the SLA has been breached. The office has visibility into every breach in real time, and the monthly report shows the breach rate per tier.
Can SLA tiers vary per customer?
Yes. BeanRails supports unlimited SLA tiers per contract. Critical-care customers (hospitals, data centres) get tighter tiers than general commercial customers. Each tier is tracked separately on every ticket.
How do customers see their SLA performance?
Customers receive a monthly SLA compliance report automatically — every ticket, every tier, every response time, every resolution, and any breaches. The customer portal shows live status on every open ticket.
Does BeanRails calculate SLA penalties?
BeanRails tracks breaches and flags them for review. SLA penalty calculation is configured per contract (e.g. 5% of monthly fee per breach). The office reviews the breach report and applies the appropriate credits.
Can we change SLA tiers mid-contract?
Yes. BeanRails supports tier changes mid-contract — the new tier applies from the change date forward, and historical performance is preserved per tier for reporting.
Every SLA clock. Every time.
Try BeanRails free for 14 days. Live SLA tracking, automatic escalation, customer notifications, and monthly compliance reports — built in from day one.