Service Level Agreement

KeyDispatchers – Human-Only Locksmith Dispatching

Effective Date: 01/01/2026
Last Updated: 01/01/2026

1. Purpose

This Service Level Agreement explains what KeyDispatchers commits to deliver for every locksmith brand using the service.

The goal is simple: answer your calls fast, handle them like your in-house team, keep your Workiz workflow clean, and help you stop losing jobs to missed calls, voicemail, or slow follow-up.

KeyDispatchers is built specifically for locksmith companies and operates as a human-only dispatch partner for locksmith businesses. All service workflows are handled through Workiz, because that is the platform KeyDispatchers uses for dispatching, job tracking, and reporting.

2. What this service covers

Depending on plan level, KeyDispatchers may provide some or all of the following:

• 24/7 live human call answering.

• Lead intake and qualification.​

• Full customer intake and dispatching.​

• Job scheduling and follow-ups.​

• Workiz job creation, notes, updates, and routing.​

• Communication with technicians.​

• Quote delivery based on your approved pricing rules.​

• External company job handling, when included in plan scope.​

3. What this service does not cover

Unless clearly agreed in writing, the service does not include:

• Final price setting outside your approved pricing sheet.

• Payment collection outside your approved process.

• Decisions that require owner approval unless your escalation rules allow it.

• Technical locksmith advice to end customers beyond approved scripts.

• Any work performed outside Workiz if Workiz access is required for the workflow.​

4. Service hours

KeyDispatchers provides 24/7 live human coverage for client call handling under its plans.

For this SLA, “24/7” means calls can be answered at any hour, including weekends and holidays, except during rare service-impacting events described in the exclusions section below.

5. Platform and reporting source

Workiz is the core operating system for dispatch, job tracking, and reporting in the KeyDispatchers workflow.

This means:

• Job records are created or updated in Workiz.

• Reporting is based on Workiz activity plus phone-system activity where applicable.

• Weekly and monthly reporting is considered part of the service, not an add-on, because locksmith businesses need visibility into call flow and booking outcomes.​

6. Service commitments

6.1 Live answer commitment

KeyDispatchers will aim to answer 90% of forwarded inbound calls within 20 seconds.

6.2 Human-only commitment

KeyDispatchers will provide live human answering for covered calls. No AI answering and no voicemail-first handling will be used as the default service model for client traffic, which aligns with the brand’s public human-only positioning.​​

6.3 Coverage commitment

KeyDispatchers will provide live handling for all properly forwarded calls received during active service, subject to outages, force majeure, client routing issues, or excluded scenarios listed in this agreement.

6.4 Workiz workflow commitment

For plans that include dispatching, KeyDispatchers will enter or update job information in Workiz using the client’s approved workflow, tags, service categories, notes format, routing rules, and price logic.​

6.5 Reporting commitment

KeyDispatchers will provide reporting through the workflow already tied to your plan, using Workiz-based operating data as the primary source.

7. Service levels by plan

Starter

Starter includes live answering, lead intake, lead qualification, and forwarding, but not full dispatch ownership.​

Starter SLA includes:

• Live answer target.

• Accurate lead intake.

• Fast forwarding to the client’s team by approved method.

• Monthly summary reporting.

Starter+

Starter+ includes shared dispatcher support, full intake and dispatching, scheduling, Workiz integration, routing, and CRM notes.​

Starter+ SLA includes:

• Live answer target.

• Dispatch workflow execution in Workiz.

• Scheduling and routing accuracy.

• Weekly and monthly reporting.

Pro Dispatch

Pro includes dedicated agents, full-cycle dispatch and booking, technician communication, full reports, call audits, and custom SLA support.​

Pro SLA includes:

• Live answer target.

• Priority escalation.

• Dedicated team handling.

• Weekly and monthly reporting.

• Call audit review.

• Customized service rules if documented in the client profile.

8. Quality targets

These are the base operating targets for the standard KeyDispatchers SLA.

MetricBase targetCalls answered within 20 seconds90%Abandonment rate in our queueUnder 3%Correct customer intake fields entered95%Correct Workiz update / note completion95%Response to client support issueWithin 4 business hoursScript or routing correction after confirmed issueWithin 1 business day

For this SLA:

• “Correct customer intake fields” means name, callback number, service address when available, service type, and urgency are entered correctly based on what the caller provided.

• “Correct Workiz update” means the job was created or updated in the right account with the right basic details and status, based on the client’s approved process.

• “Abandonment rate” means the percentage of callers who hang up before reaching a live dispatcher after entering the active KeyDispatchers queue.

9. Reporting standards

Because KeyDispatchers already runs through Workiz, reporting should stay simple and useful rather than overly corporate.

Weekly reporting

Clients on plans that include dispatch support receive a weekly operating snapshot that may include:

• Total inbound calls handled.

• Jobs booked.

• Leads forwarded.

• Calls by service type.

• Average answer time.

• Abandoned calls.

• Notes on script issues, pricing confusion, or repeated customer objections.

Monthly reporting

All active clients should receive a monthly performance summary that may include:

• Total calls handled.

• Total jobs booked or forwarded.

• Workiz workflow accuracy trends.

• SLA performance against answer-time and abandonment targets.

• Recommended script or routing improvements.

Pro reporting

Pro clients may also receive:

• Call audits.

• Dispatcher quality reviews.

• More detailed conversion trends.

• Brand-specific observations and improvement recommendations.​

10. Client setup requirements

To hit SLA targets, the client must keep the account properly set up.

The client agrees to provide:

• Active Workiz access and required permissions, since KeyDispatchers operates exclusively through Workiz.​

• An up-to-date price list or quoting logic.

• Service-area and zip-routing rules.

• Technician availability rules or dispatch preferences.

• Emergency escalation rules.

• Brand scripts, tone, and special instructions.

• A working call-forwarding setup.

If these items are missing, outdated, or blocked by account-access issues, SLA performance may be affected.

11. Escalation levels

Level 1 – Routine issue

Examples:

• Note entered wrong.

• Wrong tag used.

• Small script miss.

• Minor scheduling confusion.

Response target: within 4 business hours.
Fix target: within 1 business day.

Level 2 – Operational issue

Examples:

• Repeated booking errors.

• Dispatch workflow not being followed.

• Workiz updates delayed.

• Routing confusion affecting several calls.

Response target: within 2 business hours.
Fix target: same day when reasonably possible.

Level 3 – Critical issue

Examples:

• Calls not reaching agents.

• Multiple missed live calls caused by service failure.

• Widespread dispatch interruption.

• Major system-side handling issue.

Response target: as soon as identified.
Initial escalation target: within 30 minutes.
Status updates: until stabilized.

12. Service credits

This SLA should feel fair to SMBs, so the remedy needs to be real but simple.

If KeyDispatchers misses both the live-answer target and abandonment target in the same full billing month, the client may request a 10% credit on that month’s service fees.

If a confirmed KeyDispatchers-side outage materially disrupts live answering for more than 30 continuous minutes, the client may request a one-day service credit.

If a Pro client has a custom written SLA with stronger terms, that signed custom SLA overrides the base credit terms for that account.​

Credits:

• Are applied to the next invoice.

• Must be requested within 15 days after the monthly report is delivered.

• Are limited to one monthly service credit unless otherwise agreed in writing.

13. Exclusions

The SLA does not apply to issues caused by:

• Client phone-forwarding failure.

• Client-side Workiz outage, permissions issue, or broken workflow.

• Incomplete or outdated pricing and dispatch instructions.

• Carrier outages or telecom failures outside KeyDispatchers control.

• Natural disasters, internet backbone failures, war, cyberattacks, or other force majeure events.

• Calls outside approved workflow scope.

• Abuse, spam, robocalls, or non-service traffic.

14. Accuracy and quoting rules

KeyDispatchers may communicate price ranges, service minimums, or estimated quotes only if those have been approved by the client in advance.

If no approved quote sheet exists, KeyDispatchers may:

• Qualify the lead.

• Explain that final price depends on technician confirmation.

• Book or forward the job using the client’s approved fallback language.

This protects the locksmith brand from bad quoting and keeps dispatchers inside approved boundaries.

15. Pause, restart, and no-contract flexibility

KeyDispatchers publicly states that its plans are no-contract and can be paused anytime.​

To keep the SLA aligned with that promise:

• Clients may pause service with written notice.

• SLA measurement only applies during active service periods.

• Restarted accounts may require a short refresh period for scripts, pricing, and routing updates before full SLA tracking resumes.

16. Account reviews

The service should be reviewed regularly to keep it useful for small and growing locksmith shops.

Recommended review rhythm:

• Starter: monthly check-in by request.

• Starter+: monthly review.

• Pro: monthly review plus deeper call-audit or workflow review when needed.

The review may cover:

• Missed opportunities.

• Repeat caller issues.

• New service types.

• Quote consistency.

• Routing updates.

• Technician scheduling friction.

• Workiz workflow cleanup.

17. Term and updates

This SLA remains active while the client account is active.

KeyDispatchers may update this SLA from time to time to improve clarity, operations, or fairness. Material updates should be posted on the website and apply prospectively.

Custom written addendums for specific clients override this public SLA only where clearly stated.

18. Plain-English promise

This section is not legal fine print. It is the heart of the service.

KeyDispatchers exists to help locksmith businesses stop losing real jobs to missed calls, voicemail, slow response, and messy dispatch.​

If your phones are forwarded correctly, your Workiz account is set up properly, and your service rules are current, the expectation is simple:

• Your customers reach a real human.

• Their information gets handled properly.

• Their jobs get pushed into the right workflow.

• Your team gets the visibility it needs.

• Your shop stops leaking easy revenue after hours.