The client's service report
What was due and what was done under a contract each month: planned visits, call-outs answered and fixed in time, and every missed target with its reason.
A maintenance client wants to know whether the promise was kept. The service report says so, worked out from the job records: nothing is typed into it.
It is on a contract's Service tab, under Client report, once the contract has service terms (see Service levels on a contract).
What it holds
For one contract and one period:
- Planned maintenance: the visits that fell due in the period, and how many were done on time (inside their window), done late, missed (not done and past their window) or are still open. Each visit is listed with its site, its equipment and its evidence.
- Call-outs: the call-outs reported in the period, by priority: how many, how many were responded in target and fixed in target, and the mean response and mean fix. A call-out still inside its target is not counted either way until it is decided.
- Targets missed: every call-out that missed its response or fix target, with the reason the office gave.
Times are in the contract's service hours, less any time the job was on hold while the contract paused the clock. So a 4-hour target on working hours is measured the way the contract measures it.
Previewing, downloading and emailing
Choose the period from the list (the last complete month or quarter is chosen to start with), then:
- Preview shows the report on the tab.
- Download PDF saves it. The PDF carries your workspace's name at the foot of each page.
- Email now sends the PDF straight away, to the addresses under Send to. You are asked to confirm first.
Anyone who can see the contract's service terms can preview and download it. Emailing it needs Manage commercial, and is included on the Crew plan.
Sending it every period
Under Send to, give the client's addresses, separated by commas, choose Every month or quarter, and choose Save recipients. At the end of each period Maliru emails that period's report once, as your workspace, and lists it under Sent, with who it went to. Switching it on starts with the period running now: last month's report is never sent out of the blue.
Every report sent, scheduled or by hand, is recorded in the contract's audit trail.