HAKIKI
Back to Case Studies
Operations & FieldFacilities Management

How to Prove SLA Compliance to Every Client — Before They Ask

Who This Is For

You manage a facilities company serving corporate clients under SLA contracts. Your technicians do the rounds — AC servicing, generator checks, electrical inspections — and they fill out paper rounds sheets. You're in an SLA dispute right now, or you've been in one recently. The client says the work wasn't done. You say it was. Neither of you has evidence that settles it cleanly.

The Problem

Paper rounds sheets that can be pre-signed, backdated, or filled in at the end of the week aren't evidence — they're a vulnerability dressed up as record-keeping. When a client says "the AC unit on the third floor wasn't serviced last month" and you produce a form with a date and a technician's signature, the follow-up question is: where's the photo taken at the unit, and why does the entry timestamp suggest it was completed at 10 PM on a Sunday? The harder part is that you might genuinely be doing the work, and still lose the dispute because you can't prove it. Contracts get terminated not necessarily because the service was bad, but because you can't demonstrate that it was good. The SLA dispute cycle — emails, counter-claims, a formal review — costs more in account management time than a year of the service itself. And once a client has been through one dispute with you, even if it resolved in your favour, their renewal conversation starts from a different place.

What You Can Achieve

  • Every maintenance visit produces a timestamped, photo-evidenced service record — retrievable by client name, building, date, and the specific technician who did the work
  • SLA disputes drop from a two-week email chain to a five-minute PDF review: you show the client the photo of the AC unit, the timestamp from when the technician was on-site, and the dispute closes
  • Your most demanding clients — the ones who audit everything and push back hardest — become your most loyal ones when the records hold up under scrutiny
  • Technician fabrication is structurally difficult: on-site photos and timestamps have to be captured at the building, and the gap is immediately visible if they weren't
  • Contract renewal conversations shift from defending whether you met the SLA to reviewing 12 months of documented service records together
  • You can see per-technician service completion rates and compliance metrics — which turns performance management from a gut feeling into a data conversation

The Hakiki Workflow

  1. 1
    Client Building Selection Single Select

    Select the client building or facility being serviced — enables per-client reporting for SLA reviews

  2. 2
    Floor / Zone Text

    Enter the specific floor or zone being inspected during this maintenance round

  3. 3
    AC Units Inspected (Count) Text

    Enter number of AC units inspected — reconciled against the SLA asset register

  4. 4
    Filter Condition Single Select

    Select: Clean / Requires Cleaning / Replaced / Defective — per unit

  5. 5
    AC Unit Photo File Upload

    Photo of the serviced AC unit — taken during the visit as evidence of actual presence

  6. 6
    Distribution Board Photo File Upload

    Photo of the DB board showing all breakers — visual evidence of electrical inspection

  7. 7
    All Breakers On Boolean

    Confirm all circuit breakers are in the correct position — flag any tripped or labelled as faulty

  8. 8
    Generator Fuel Level Text

    Enter current fuel level (%) — required for SLA compliance on backup power availability

  9. 9
    Generator Test Run Boolean

    Confirm generator test run completed per SLA schedule

  10. 10
    Generator Photo File Upload

    Photo of generator and fuel gauge — timestamped visual confirmation of test run completion

  11. 11
    Technician Sign-Off Boolean

    Technician confirms all maintenance tasks are complete — creates the immutable service record

HAKIKI Features Used

Per-client department structureSingle select with escalationFile upload evidenceImmutable timestamped recordsPDF export for SLA reports

See Hakiki in action

Build your first auditable workflow in minutes — no credit card required.

Get Started Free

More in Operations & Field

Security Company

How to Run Shift Handovers That Create an Unbreakable Accountability Chain

Fleet Management Company

How to Run Pre-Dispatch Vehicle Checks That Protect You Legally and Keep Your Fleet Off the Side of the Road

Events Management

How to Run a Pre-Event Venue Sign-Off That Eliminates Day-Of Surprises