InfoTrack Exchange Service Level Agreements (SLAs) & Best Practices

This article outlines the required service-level standards and recommended best practices for jobs on the InfoTrack Exchange. Partner agencies agree to these SLAs as a condition of platform access. Use this article as your reference for consistency, quality, and compliance.

---

Service Level Agreements (SLAs)

Standard Jobs

• First attempt: within 5 days of job creation
• Subsequent attempts: no more than 5 days apart
• 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
• Subsequent attempts: at least 3 attempts within 5 days of acceptance; a 4th attempt is still required if service isn’t completed
• 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

Client Communication & Special Instructions

• Keep firms updated on service events, challenges, or issues via ServeManager Notes
• Follow any special written instructions provided by the client
• California cases: follow the CA rules of service of process

Minimum Attempts

• At least 4 attempts, unless otherwise specified by jurisdiction or best practices

Documentation & Photos

• Log attempts in the mobile app within 15 minutes of completion
• Outside contractors not using the mobile app: log attempts via the web portal within 24 hours
• Upload a photo of the premises or front door for every residential serve (front door photo required for apartments); photos uploaded via the app must be linked to the job

Special Services & Fees

• Extra attempts, stakeouts, skip tracing, wait time, and other add-on services must be priced out and documented in ServeManager Notes
• All extra services require client acknowledgment or approval before proceeding

---

Completion, Approval & Payment

What Counts as Complete

• Agent assigned
• At least one attempt completed
• Signed, completed affidavit and supporting documents submitted
• Invoice issued
• All invoicing and affidavit sharing must happen on the ServeManager platform

Affidavit & Invoice Timing

• Submit the affidavit/proof of service within 48 hours of job completion (24 hours strongly encouraged for Rush jobs)
• Issue the invoice within 48 hours of job completion (24 hours strongly encouraged for Rush jobs)
• InfoTrack Exchange auto-populates a suggested affidavit — this doesn’t guarantee it’s the correct form, so confirm it using your industry expertise

Approval & Payment

• Firms have 3 days to review and approve jobs; if there’s no response, the job is auto-approved
• Firms can reject affidavits and send them back to the agency for corrections
• Payment is released to the agency via Wallet upon approval

---

Legal Compliance

• Only qualified individuals (licensed, bonded, registered, etc.) may perform service of process, per jurisdictional law
• Agencies are responsible for ensuring all agents remain compliant and properly credentialed

---

Best Practices

These practices aren’t mandatory, but following them improves service quality, builds client trust, and supports customer satisfaction.

Communication

• Keep clients updated on service events, challenges, or issues through ServeManager Notes
• Respond to client inquiries promptly and empathetically, handling issues with care and professionalism

Accuracy & Verification

• Verify addresses using tools like USPS or Google Street View before each attempt
• Record all relevant details — dates, times, locations, premises photos, visible vehicles — for a complete service report

Scheduling Strategy

• Research the servee (the person being served) as needed to work efficiently and avoid delays
• Vary attempt times between morning and evening based on the servee’s likely schedule

Training & Quality Control

• Keep up with laws, industry standards, and best practices through regular training and reputable resources
• Use ServeManager to track KPIs, SLAs, and quality indicators for continuous improvement

Recordkeeping & Security

• Store case records (subpoenas, affidavits, proofs of service, etc.) with modern, secure tools restricted to authorized personnel
• Audit records periodically and dispose of them securely once the retention period ends

Special Considerations

• Door hangers: avoid anything that could be seen as deceptive or threatening, and check local court guidelines before using them
• Recording devices (e.g., body cams): follow the privacy, legal, and ethical guidelines in your jurisdiction
• Engaging neighbors: when needed, do so respectfully to learn more about the servee’s schedule

Safety

• Use caution around “Beware of Dog” signs, family law cases, and servees who may react negatively
• If a servee becomes aggressive, disengage calmly, leave the premises, and notify your agency

---

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

As an InfoTrack Exchange Partner, you’ve acknowledged and committed to meeting all service-level requirements, best practices, and standards for providing professional, legally compliant service on behalf of our clients.