Service Management

XBuddy Service Management provides a comprehensive platform for organizations that deliver ongoing services to clients — whether technical support, maintenance, consulting, or managed services. Service jobs are tied to contracts and SLAs, technicians are assigned based on skill and availability, and billing is generated directly from completed work.

Key Entities

Entity	Description	Path in App
Service Job	A unit of work to be performed for a client; has type, priority, SLA, and status	Service → Jobs
Service Contract	Agreement defining the services, SLA tiers, and billing terms for a client	Service → Contracts
Assignment	Links a technician or team member to a service job	Job detail → Assignment tab
Service Report	Work completion report submitted by the technician after a job	Job detail → Reports
Billing Entry	Billable time and materials entries linked to a job; flows to Finance	Job detail → Billing tab
SLA Policy	Response and resolution time targets by priority and contract tier	Service → Settings → SLA
Service Category	Classification of service type (installation, repair, consulting, maintenance)	Service → Settings

Service Job Lifecycle

New → Assigned → In Progress → Pending Review → Completed → Billed
           ↕
     Escalated (SLA breach)
           ↕
    On Hold (waiting on client / parts)

Key Features

Job Management — Create, assign, and track service jobs with priority, SLA, and category
SLA Tracking — Response and resolution SLAs tracked per job; real-time breach risk indicators
Technician Assignment — Assign jobs to technicians based on skills, location, and current workload
Service Contracts — Define contracted services, response SLAs, and billing rates per client
Billing Integration — Time and materials logged against jobs auto-populate billable entries in Finance
Service Reports — Structured completion reports with photos, parts used, and client sign-off
Client Portal (optional) — Clients can submit requests, track job status, and view history
Escalation Rules — Jobs approaching SLA breach are automatically flagged and re-assigned if needed
Recurring Jobs — Schedule recurring maintenance or support jobs on a cadence

SLA Tiers

Priority	Response Time	Resolution Time
Critical	1 hour	4 hours
High	4 hours	8 hours
Medium	8 hours	24 hours
Low	24 hours	72 hours

SLA targets are configurable per service contract. Override defaults at Service → Contracts → [Contract] → SLA Settings.

AI Agents

Agent	Trigger	What it does
SLA Breach Predictor	Scheduled (hourly)	Identifies service jobs at risk of breaching SLA; flags for immediate re-prioritization
Contract Renewal Agent	Scheduled (weekly)	Monitors service contracts approaching expiry; triggers renewal workflow
Utilization Optimizer	Scheduled (weekly)	Analyzes technician and resource utilization; identifies over/under-loaded staff and recommends rebalancing

Permissions

Permission	Description
`service_management:read`	View service jobs and contracts
`service_management:write`	Create and update service jobs
`service_management:assign`	Assign technicians to jobs
`service_management:billing`	View and manage billing entries
`service_management:manage`	Admin: configure SLA policies, categories, and contracts
`service_management:report`	View service performance reports

Integration Points

Module	Integration
Finance	Billing entries from service jobs auto-create invoices or billable line items
CRM	Service contracts linked to CRM Accounts; job history visible on account page
Inventory	Parts consumed during service jobs deducted from inventory in real time
Calendar	Technician assignments sync to the Calendar module
Approvals	High-value service write-offs or contract amendments routed through approval workflow
Field Service	Overlapping functionality for mobile technicians — Field Service module covers on-site dispatch; Service Management covers the contract and billing layer

FAQ

What’s the difference between Service Management and Field Service?
Field Service focuses on mobile technician dispatch, on-site job execution, and GPS tracking. Service Management handles the contract layer, SLA management, billing, and client relationship — they work together for field-based service businesses.

Can clients submit jobs directly?
Yes, via the optional Client Portal. Clients log in with a guest account to submit requests, track status, and view completion reports.

How does billing work?
Technicians log time and parts on each job. When the job is completed and approved, billing entries are pushed to the Finance module where they become invoice line items on the client’s next billing cycle.

Can I set different SLAs per client?
Yes. Each service contract has its own SLA tier settings that override the global defaults.

POS Finance