13 · SERVICE MANAGEMENT
Every commitment registered — every incident in its place.
SLAs, subcontractors, owners and event-specific contacts in one system. An incident moves automatically from report to closure: the system notifies, measures and escalates — and the work becomes billable time.
- IT service providers, operators
- Facility management
- Maintenance and service companies
- Security and protection service providers
- Internal shared service units
- General contractors in construction with subcontractors
What can the module do?
- SLA register Response and resolution times per contract, priority and service — the commitment tied to the case.
- Subcontractors and performance measurement Subcontractors with their own SLAs; the system measures who keeps their commitments and who does not.
- Owners and contacts Dedicated contacts per event type, incident and site — the right person is always notified.
- Incident management Reporting, categorisation, prioritisation and assignment according to automatic rules.
- SLA timer and escalation Live countdown; automatic escalation to the next level before the deadline.
- On-call rota and standby Calendar-based on-call duty; alerts always go to whoever is on standby.
- Work order and billable time The incident becomes a work order; measured time and materials are directly billable.
- SLA report for the customer A periodic, automatically generated report on commitments met.
- Post-incident review and knowledge base A review after closure; the solution goes into the knowledge base and is suggested the next time a similar case occurs.
NOTIFICATION CHANNELS
It alerts wherever the owner happens to be
Configure per channel and escalation level who is notified, when and how. With optional AI integration — secure, with data stored in the EU.
- SMS
- Push (mobile)
- Teams / Slack
- Phone call on escalation
- Customer portal
Where the system works on its own
A matter of configuration, not development — you define the rules.
From contract to project — a single data chain
Service management is not a separate island: the service contract, the work order, the process and the project all work from the same data.
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Service contract
The contract's SLAs, fees and services are entered into the register automatically.
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Incident and work order
The incident is measured against the contractual commitment; the work order inherits the fee items.
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Process
Approval, procurement or a subcontractor order starts automatically.
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Project
A larger intervention becomes a project — with resources, costs and a deadline.
COMPLIANCE
Full DORA and NIS2 compliance is achievable
- Incident handling and reporting A documented, deadline-bound incident management process that supports reporting obligations.
- Third-party risk A register of subcontractors and service providers, with their own SLAs and measured performance.
- Logging and auditability Every event, notification and decision is logged — retrievable for inspection at any time.
Let's look at your own commitments.
In the demo we show the incident journey with SLAs similar to your contracts.
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