Service Level Agreements (SLAs) & Best Practices

Quick Reference: Job Timing & Completion Goals

1. Job Acceptance and Assignment

Job Acceptance Timing

• Standard Job: Accept or decline within 24 hours of job notification.
• Rush Job: Accept or decline within 2 hours of job notification.

Job Assignment Timing

• Standard Job: Assigned within 24 hours of acceptance.
• Rush Job: Assigned within 2 hours of acceptance.

2. Attempt Requirements

First Attempt

• Standard Job: Complete within 5 days.
• Rush Job: Complete within 1 business day.

Subsequent Attempts

• Standard Job: Space attempts no more than 5 days apart. Completion goal: 14 days.
• Rush Job: Make at least 3 attempts within 5 days of job acceptance, as soon as possible. If the first 3 attempts don’t result in service, a 4th attempt is still required to meet the minimum attempt standard below. Completion goal: 4–7 days.

Minimum Attempts

• All jobs require at least 4 attempts, unless otherwise specified by jurisdiction or best practices.

Extra Attempts or Additional Services

• Any request for additional attempts or other services (e.g., stakeout, skip tracing, wait time) must be priced out and documented in ServeManager Notes, with client acknowledgment or approval before proceeding.

3. Documentation of Service Attempts & Successful Serves

Mobile App

• Make all service attempts through the ServeManager mobile app, and log the details within 15 minutes of completion.
• Outside contractors not using the mobile app: log attempts in ServeManager through the web portal within 24 hours of the attempt.

Photo Requirements

• Residential addresses: include a photo of the premises or front door. For apartments, a front door photo is mandatory.
• Photos uploaded through the mobile app must be linked to the job.

4. Completion & Documentation

Affidavit / Proof of Service

• Submit within 48 hours of job completion for Standard and Rush jobs. Submission within 24 hours is strongly encouraged for Rush jobs.
• Proof of Service, Return of Service, Affidavit, Declaration, and Invoice documents must include all required signatures.
• InfoTrack Exchange jobs auto-populate a suggested affidavit. This doesn’t mean it’s the correct form — confirm the right form using your industry expertise.

Invoices

• Issue within 48 hours of job completion for both Standard and Rush jobs. Submission within 24 hours is strongly encouraged for Rush jobs.
• Any add-ons (e.g., wait time, extra attempts) must be pre-approved and documented in ServeManager Notes.

5. Job Completion & Payment

What “Complete” Means

A job is complete once all of the following are done and uploaded to ServeManager:

• 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.

Approval Timing

• Firms have 3 days to review and approve jobs.
• Firms can reject affidavits and send them back to the agency for corrections.
• If a firm doesn’t respond within that window, the job is auto-approved.

Payment

• Released to the agency via Wallet upon approval.

6. 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.

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Best Practices

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

Professionalism and Communication

• Keep clients updated on service events, challenges, or issues through ServeManager Notes.
• Maintain respect, confidentiality, and professionalism in every interaction, even in difficult situations.

Accuracy and Detail

• Record all relevant details — dates, times, locations, premises photos, visible vehicles — for a complete service report.
• Use modern tools to reduce errors and verify addresses whenever possible.

Diligence and Timeliness

• Research the servee (the person being served) as needed to work efficiently and avoid delays.
• Match attempt timing to the job’s urgency, varying between morning and evening for better results.

Compliance with Applicable Laws

• Regularly review state and local service requirements.
• Run ongoing compliance checks and offer continuing education for staff and field servers.

Documentation and Record-Keeping

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

Technology-Enabled Operations

• Use ServeManager to track service metrics, SLAs, and quality indicators.

Server Safety

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

Training and Continuing Education

• Keep up with laws, industry standards, and best practices through regular training and reputable resources.

Quality Controls

• Track KPIs to measure and improve performance over time.

Customer Support

• Respond to client inquiries promptly and empathetically, handling issues with care and professionalism.

Additional Guidance

Researching the Target

• Verify addresses using tools like USPS and Google Street View.
• For entities, confirm corporate status and registered agent details through state resources.

Varying Attempts

• Alternate attempt times between morning and evening, adjusting for what gets the best results.

Engaging Neighbors

• When needed, respectfully engage neighbors to learn more about the servee’s schedule.

Special Considerations

• Door hangers: avoid anything that could be seen as deceptive or threatening, and check local court guidelines before using them.
• Body cams/recording devices: follow the privacy, legal, and ethical guidelines in your jurisdiction.

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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.