ServeIT Service Level Agreements (SLAs) & Best Practices
This article outlines all required service-level standards and recommended daily practices for ServeIT jobs. Use this as your reference to ensure consistency, quality, and compliance.
Service Level Agreements (SLAs)
Standard Jobs
- First attempt: within 5 days of job creation
- Complete serve: within 14 days of job creation
- Accept or decline: within 24 hours of notification
- Assign to an agent: within 24 hours of acceptance
Rush Jobs
- First attempt: within 1 business day of job creation
- Complete serve: within 4–7 days of job creation
- Accept or decline: within 2 hours of notification
- Assign to an agent: within 2 hours of acceptance
Key Requirements
Minimum Attempts
- At least 4 attempts unless state or local law specifies otherwise
Documentation & Photos
- Log attempts in the mobile app within 15 minutes (or within 24 hours via web)
- Upload a photo of the premises for every residential serve (required for apartments)
Special Services & Fees
- Stakeouts, skip traces, and mileage charges must be noted in job notes
- All extra charges must be approved by the client in writing
Completion, Approval & Payment
- Jobs are marked complete when an agent is assigned, at least one attempt is logged, an affidavit is signed, and an invoice is submitted
- Clients have 3 days to approve the job; if no response, approval is automatic
- Payment is released via Wallet after job approval
Legal Compliance
- Only qualified, licensed, and/or registered individuals may serve documents
- All state and local service rules must be followed
Best Practices
Communication
- Use ServeManager Notes to provide real-time updates for every serve
- Respond promptly and professionally to client questions or concerns
Accuracy & Verification
- Double-check addresses using USPS or Google Street View before each attempt
- Include accurate details in logs (time, location, service outcome, vehicle description if applicable)
Scheduling Strategy
- Base attempt timing on the recipient’s known schedule when possible
- Vary attempt times to increase chance of success
Training & Quality Control
- Review SLAs and ServeManager features with staff at least quarterly
- Use the ServeManager dashboard to monitor key performance indicators (KPIs)
- Review job history to ensure adherence to SLAs and consistent documentation
Recordkeeping & Security
- Store documents (proofs, subpoenas, etc.) securely and restrict access to authorized staff only
- Dispose of records securely after the required retention period
Special Considerations
- Do not use deceptive tactics like misleading door hangers
- Recording devices (e.g. body cams) may only be used where legally permitted
- Engaging with neighbors is permitted when relevant and done respectfully
Safety
- Be alert for signs of danger (aggressive dogs, suspicious individuals, hostile environments)
- If unsafe, do not proceed—escalate to your agency admin or contact ServeManager support
Need Help?
- Contact your Agency Success Manager via the chat bubble in the app. They’re here to help with any questions about SLAs or ServeManager tools.
Acknowledgment
By participating in ServeIT, you agree to follow all SLAs and practices listed above. This ensures a consistent experience for all clients and helps maintain service quality across the network.