ServeIT Service Level Agreements (SLA)

Job Timing & Completion Goals

2. Attempt Requirements

3. Documnetation of Service Attempts & successful Serves

Documentation of Service Attempts & Successful Serves 

5.  Mobile App 

• All service attempts should be made through the ServeManager mobile application.  

• Log attempts and details withing 15 minutes of completion via the app.  

• Contractors NOT using the SM Mobile app 

• attempts must be logged into ServeManager within 24 hours of attempt. 

 Photo Requirements 

• Residential addresses:  

• include a photo of the premises or front door (mandatory for apartments). 

• Ensure the photo is linked with the job when uploaded through the mobile app. 

Completion & Documentation 

6. Service Completion Documentation 

• Affidavit/Proof of Service:  

• must be completed within 48 hours of job completion.  

•  Proof of Service, Return of Service, Affidavit, Declaration, Invoice, etc. 

• Include required signatures 

• The suggested affidavit will be automatically supplied in all ServeIT jobs. Please use your industry expertise to determine the correct form.  

• Expedited for RUSH jobs.  

• Invoice:  

• must be issued within 48 hours of job completion 

• Any add-ons (e.g., wait time, extra attempts) must be pre-approved and documented in ServeManager Notes. 

• Expedited for RUSH jobs. 

7. Job Completion & Payment 

• Defining COMPLETE:  

• A job is considered complete when the following are done and uploaded to ServeManager: 

• Agent assigned 

• At least one attempt 

• Signed affidavit 

• Invoice issued 

• All invoicing and affidavit sharing MUST be done on platform.  

• Approval Timing 

• Firms have 3 days to review/approve jobs. 

• Firms have the ability to reject affidavits and send them back to the agency for corrections. 

• If there is no response from the firm, the job is auto approved.  

• Payment:  

• Is released to the agency via Wallet upon approval.   

Legal Compliance 

9. Follow State & Local Laws 

• Only qualified individuals (licensed, bonded, registered, etc.) may perform service of process, per jurisdictional laws. 

• Ensure all agents remain compliant and properly credentialed. 

Partner Agency Commitment Statement 

10. By agreeing to this document, you acknowledge and commit to upholding all service-level requirements, best practices, and operational standards outlined below. This commitment ensures the delivery of professional, timely, and legally compliant services on behalf of InfoTrack ServeIT clients. 

How to get Help 

Best Practices 

While these best practices are not mandatory, following them will enhance the quality of service, promote customer satisfaction, and build trust with clients. 

Professionalism and Communication 

– Maintain open communication with clients, providing timely updates for all service events, challenges, or issues. This should be done through the notes within ServeManager. 

– Show respect, confidentiality, and professionalism during all interactions, even under difficult circumstances. 

Accuracy and Detail 

– Record all relevant details (dates, times, locations, premises photos, visible vehicles) to ensure a comprehensive service report. 

– Use modern tools to enhance accuracy, avoid errors, and verify address details whenever possible. 

Diligence and Timeliness 

– Research targets if necessary to ensure efficiency and avoid delays. 

– Follow service-level urgency, varying attempts based on optimal timing (morning or evening) for greater effectiveness. 

Compliance with Applicable Laws 

– Regularly review state and local service requirements. 

– Conduct ongoing compliance checks and offer continuing education to staff and field servers. 

Documentation and Record-Keeping 

– Keep all records related to each case (e.g., subpoenas, affidavits, proofs of service). 

– Use modern, secure tools to organize and back up records. Restrict access to authorized personnel only. 

– Audit records periodically and securely dispose of them after the retention period to prevent unauthorized access. 

Technology-Enabled Operations 

– Utilize applications like ServeManager to track service metrics, SLAs, and quality indicators for optimized performance. 

Server Safety 

– Exercise caution with “Beware of Dog” signs, family law cases, and individuals who may react negatively. 

– If a servee becomes aggressive, calmly disengage and leave the premises. 

Training and Continuing Education 

– Regular training on laws, industry standards, and best practices is essential. Utilize reputable resources to stay updated. 

Quality Controls 

– Use tools to track KPIs and measure performance for continuous improvement. 

Customer Support 

– Prioritize prompt, empathetic responses to client inquiries and address issues with care and professionalism. 

Additional Guidance 

Researching the Target 

– Verify Addresses: Use tools like USPS and Google Street View to confirm the address type and validity. 

– Entity Research: Check corporation status and registered agent details through state resources. 

Varying Attempts 

– Flexible Timing: Alternate attempt times between morning and evening. Adjust timing for optimal results. 

Engaging Neighbors 

– When necessary, engage neighbors respectfully to gather insights about the target’s schedule. 

Special Considerations 

– Door Hangers: Avoid actions that may be perceived as deceptive or threatening. Review local court guidelines for door hanger use. 

– Body Cams or Recording Devices: Follow privacy, legal, and ethical guidelines in your jurisdiction. 

By agreeing to this document, you acknowledge and commit to meeting all service-level requirements, best practices, and standards for conducting professional and legally compliant services on behalf of our clients. 

Tools  

to help you and your contractors utilize the ServeManager Software 

How to access your Agency Success Manager for questions and concerns.