Dual timers, priority-based targets, business-hours aware
ArkanPM tracks response and resolution time independently, pauses automatically when work orders go on hold, and flags breaches in real-time so escalation rules can fire before SLAs lapse.
SLA management view with dual response and resolution timers, priority-based targets, and breach status
Interface preview
Traditional SLA tracking is a single clock — and that clock is usually wrong
- 1SLA clocks keep ticking during nights and weekends, triggering false breaches for work that was never supposed to happen off-hours.
- 2When a work order goes on hold pending parts or resident availability, the SLA timer runs anyway — so every delay looks like a breach.
- 3Response and resolution are tracked as one blob, so you can never tell whether the team is slow to acknowledge or slow to fix.
- 4Every priority level uses the same target, so emergency requests and routine tasks compete for the same attention.
- 5Breaches are discovered after the fact in end-of-month reports, long after escalation could have changed the outcome.
Arkan SLA Management Capabilities
Dual response and resolution timers
Track response time (first acknowledgment) and resolution time (work completion) independently. Each timer records start, pause, breach, and completion timestamps — so you can diagnose where time is lost.
Priority-based SLA targets out of the box
Each maintenance priority ships with default SLA targets: Emergency (1h response), Urgent (4h), High (8h), Medium (24h), Low (48h). Override at the category or individual work order level.
Targets are configurable per tenant; priority inheritance flows from work order category to individual overrides.
Pause and resume, automatically
When work orders move to on-hold status, SLA timers pause automatically and resume when work restarts. Total paused duration is tracked separately so you can see true elapsed work time.
Business hours awareness
Configure business hours per SLA timer so clocks don't tick during off-hours. A work order created at 6 PM on Thursday won't breach a 24-hour target by Friday morning.
Real-time breach detection and escalation
Breaches are flagged in real-time with exact breach timestamps, feeding directly into the escalation engine. Configure rules that notify users, reassign work, or bump escalation levels (1, 2, or 3) when SLAs are at risk.
Technical Comparison
See how Arkan outperforms traditional solutions
6-Step Workflow
Work order priority assigned
On creation, the work order inherits SLA targets from its priority level: Emergency (1h), Urgent (4h), High (8h), Medium (24h), or Low (48h).
Response timer starts
The response SLA timer starts immediately, counting until the first acknowledgment by an assigned technician.
Resolution timer starts
Once acknowledged, the resolution timer starts tracking until work completion — independent of the response timer.
On-hold pauses the clock
When the work order moves to on-hold, both timers pause. Total paused time is tracked for later reporting.
Breach or completion
If the target is exceeded, a breach timestamp is recorded and the escalation engine fires. If completed in time, the timer closes with SLA met.
Dashboard and trend reporting
SLA compliance flows into the monthly compliance bar chart and role-adaptive dashboard KPIs for visibility across the operation.
Dashboard KPIs
SLA compliance rate
Percentage of work orders completed within SLA targets over the current period.
Monthly SLA trend
Bar chart showing compliance month over month to surface improving or declining performance.
Breaches by priority
Count of breaches broken down by priority tier to highlight where attention is needed most.
Average response vs resolution time
Compares how quickly work is acknowledged versus how long it takes to complete.
Simple 6-Step Process
Priority level determines default SLA targets at work order creation.
Two timers — response and resolution — start independently and track their own milestones.
Business hours mode prevents clocks from ticking during off-hours if configured.
On-hold status pauses both timers automatically; total paused duration is tracked.
Breach detection fires in real-time, feeding the escalation engine for rule-based action.
Completion closes the timer with SLA-met status and contributes to dashboard metrics.
Measurable Impact
Priority tiers
5 tiers
Emergency (1h), Urgent (4h), High (8h), Medium (24h), Low (48h) — spec-defined targets for every request type.
Timer dimensions
Response + Resolution
Dual independent timers isolate acknowledgment speed from execution speed.
Breach visibility
Real-time
Breaches surface instantly to the escalation engine — not in end-of-month reports.
“We used to get false SLA breach alarms every Monday morning because the old system kept ticking over the weekend. ArkanPM's business-hours awareness and automatic pause on hold finally gave us numbers we trust.”
Maintenance Operations Director
Maintenance Operations Director
GCC Commercial Property Group
Who Benefits
Facility Manager
Sees SLA compliance across all buildings and drills into breaches by priority and category.
Building Manager
Gets real-time breach alerts scoped to assigned buildings before they become reportable incidents.
Maintenance Technician
Sees SLA countdown on every assigned work order so prioritization is unambiguous.
Works seamlessly with other ArkanPM modules
SLA Management integrates with Automated Background Operations, Multichannel Notifications, Role-Adaptive Dashboards and more for a complete property management platform.
Related Features
Explore other features that work great with SLA Management
Automated Background Operations
The escalation engine processor fires automatically when SLA breaches are detected.
Learn MoreMultichannel Notifications
SLA breach notifications fire across in-app, email, SMS, and push channels based on user preferences.
Learn MoreRole-Adaptive Dashboards
Monthly SLA compliance chart and real-time KPI cards surface SLA performance by role.
Learn More