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Run: Field Service SLA Compliance Audit

Audit field service jobs against contracted response and resolution SLAs, with evidence for missed targets, escalations, and reporting accuracy. Use it to ca...

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Audit Scope and Job Sample

Customer account and SLA tier identified critical (required)

Confirm the work order is tied to the correct customer account and contracted service tier or SLA package.

Yes No N/A

Job type matches audit scope

Verify the sampled job type, priority, and service category are within the audit scope.

Yes No N/A

Work order identifiers captured

Record the work order number, customer reference, asset or site reference, and service request date.

Sample size for this customer/job type

Enter the number of work orders reviewed for this customer and job type.

Audit period confirmed

Confirm the date range used for the SLA audit.

Response Time Compliance

Contracted response SLA documented critical (required)

Record the response-time target applicable to this customer and job type, including the measurement point used in the contract.

Actual response time recorded critical (required)

Enter the measured response time from request receipt to the SLA-defined response event.

Note (optional)

Response met SLA target critical (required)

Indicate whether the actual response time met the contracted SLA.

Yes No N/A

Dispatch or acknowledgement timestamp available

Confirm the system record includes a timestamp for dispatch, acknowledgement, or arrival as defined by the SLA.

Yes No N/A

Delay reason documented when response missed

If the response SLA was missed, confirm the cause was documented using a specific reason code or narrative.

Yes No N/A

Resolution Time Compliance

Contracted resolution SLA documented critical (required)

Record the resolution-time target applicable to this customer and job type, including whether the SLA is measured to repair, restore, or closeout.

Actual resolution time recorded critical (required)

Enter the measured resolution time from request receipt or work start to completion, per the SLA definition.

Note (optional)

Resolution met SLA target critical (required)

Indicate whether the actual resolution time met the contracted SLA.

Yes No N/A

Work completion evidence present

Confirm the record includes completion notes, technician closeout, customer signoff, or equivalent proof of resolution.

Yes No N/A

Hold time or customer dependency documented

If the resolution was delayed by parts, access, approvals, or customer-caused holds, confirm the delay was documented separately from technician-controlled time.

Yes No N/A

Escalation and Exception Handling

Escalation triggered for at-risk or missed SLA

Confirm the case was escalated when the response or resolution target was at risk or missed.

Yes No N/A

Escalation timestamp recorded

Record the date and time the escalation was opened or notified.

Exception approval documented critical (required)

If the SLA was formally waived, extended, or re-baselined, confirm approval from the authorized customer or internal approver is documented.

Yes No N/A

Root cause category assigned

Select the primary reason for any SLA miss or near miss.

Note (optional)

Record Accuracy and Reporting

Response and resolution timestamps match source records critical (required)

Compare the audit record against the dispatch system, work order history, or field service platform for timestamp accuracy.

Yes No N/A

SLA status reported correctly critical (required)

Confirm the work order was classified correctly as met, missed, waived, or not applicable in reporting outputs.

Yes No N/A

Customer or job type trend noted

Capture whether this job reflects a recurring pattern by customer, service tier, technician group, or job type.

Supporting evidence attached

Attach screenshots, work order logs, dispatch records, or other evidence supporting the audit conclusion.

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