ZhilianhaiService Level Agreements for Robot Fleets
The four numbers that matter
- Response time: from the call to a qualified engineer acknowledging.
- Restoration time: from response to production running again.
- Preventive visits per year, with a defined scope.
- Spare parts availability: which items are stocked locally.
| Commitment | Example figure | Measurement |
|---|---|---|
| Remote response | Under 1 hour, 24/7 | Ticket log timestamp |
| On-site arrival | Next business day | Site sign-in record |
| Restoration | Under 8 hours for A-class faults | Production log |
| Preventive maintenance | 2 visits/year per cell | Signed reports |
Define fault classes
A single SLA number is easy to promise and hard to enforce. Split faults into classes — production-stopping, degraded, cosmetic — and set different commitments for each. Both sides then know what “urgent” means at 3 a.m.
Review the data quarterly
Bring the ticket log to a quarterly review. Uptime that is claimed without data is a sentiment; uptime measured from tickets is a trend you can act on.