Feature
SLA timers that flag a job before it breaches, not after
An SLA target that's only checked after the fact is a report card, not a management tool. Meridian starts an SLA timer the moment a ticket is triaged, so a job approaching breach is visible while there's still time to act.
The problem
Without a running timer, SLA performance is usually reconstructed after the fact from timestamps scattered across tickets, calls and messages — too late to intervene on the job that's actually running late.
Why it matters
SLA breaches on urgent categories (leaks, no power, no AC) are exactly the tickets most likely to turn into a tenant complaint or a renewal risk.
How Meridian helps
- SLA timer starts automatically at triage, based on the ticket's priority and category
- Jobs approaching their SLA target are visible before they breach, not discovered afterward
- SLA performance rolls into the vendor performance score, tying response time to vendor selection
- Portfolio and per-building SLA reporting for tracking trends over time
FAQ
How is the SLA target set?
Priority and category from AI triage determine the SLA target — emergency issues carry tighter targets than routine requests.
Does SLA performance affect vendor selection?
Yes — SLA adherence feeds into the vendor performance score used when recommending a vendor for future jobs.