Contracts & SLAs

Manage Service Contracts and Track SLAs

SLA terms agreed with your customers shouldn't live in a contract PDF no one reads during daily operations. Makula brings them into the workflow so your team knows which customers have priority response, which machines are covered, and when a deadline is at risk.

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Benefits of Managing Your Service Contracts + SLAs in Makula.

Full Visibility on SLA Terms

Your team sees response commitments, coverage windows, and priority tiers on every ticket.

Catch Deadline Risks

Automated alerts tell your team when an SLA deadline is approaching and who needs to act.

Structured SLA Tracking

Every response time and resolution rate is logged against the customer and machine so renewal conversations are backed by data

Define Contract Terms Per Customer, Site, or Machine

Not all customers have the same agreement, so Makula lets you set terms at the level you actually sell them.

Cover a whole site under one agreement or set terms per machine.

Configure onsite time, resolution time, and coverage hours per service tier.

The right terms attach to every ticket and work order automatically.

SLA Visibility at the Point of Service

The terms that matter most are the ones nobody has time to look up, so Makula puts them directly on the ticket.

Every ticket shows the response and resolution deadlines from that customer's contract.

A live countdown tells the dispatcher how much time is left before assigning.

Met and breached targets are marked on the ticket, not tracked in a side sheet.

Automated Alerts and Escalations

Most breaches happen because nobody was watching the clock, so Makula watches it for your team.

Your team is notified before a deadline is missed, not after.

Stalled tickets escalate to a manager automatically.

Time remaining is visible on every ticket in the list, so nothing slips unnoticed.

SLA Compliance Reports for Every Customer

Service quality is only worth what you can prove, so Makula records every target and every outcome per customer.

Every customer record shows onsite, response, and resolution compliance rates.

Each work order records the actual time against the target, met or breached.

Bring the numbers to renewal conversations instead of arguing from memory.

From the people running the machines

Real outcomes from real machinery operations.

Since implementing Makula in June 2023, we've seen a dramatic reduction in errors and a significant boost to our after-sales efficiency. Makula has streamlined our processes, allowing us to provide faster and more accurate service to our customers. This has not only improved customer satisfaction but has also generated additional revenue through monthly sales.

Robert Thornton

Sales Director

The efficiency and clarity that Makula brought to our after-sales operation is unparalleled. Our team is more aligned, our customers are happier, and our revenue is on the rise. Highly recommended!

Norbert Kaiser

Managing Director

The overview of all the latest offers, spare part orders, invoices, and service reports, helps the customer enormously. The software has really developed very well and Makula is doing a great job. The service is great, if I need something, there is always an answer from Karina very quickly.

Michael G.

Chief Executive Officer

We have had a great experience with the Makula team from the sales process to onboarding and then helping with day to day support if needed. The team are always quick to come back to us and provide solutions to requests. The platform is easy to access and navigate and Makula have already incorporated most of the functionality we need. This enables us to support our customers with the tools and resources they need to order spares, access machine information or book service visits.

Lizzie W.

Marketing Executive

The software is very user-friendly and intuitive to use. The team assists very intensively with the transformation process and onboarding. We have managed to integrate the tool into our daily processes, thereby promoting our internal coordination and ultimately our spare parts sales.

Flynn S.

Advisory Board Member

Thanks to the implementation of Makula, we have achieved full traceability of all customer requests. We consolidated all after-sales interactions into a single platform, which has significantly improved our response times and operational efficiency

Fernando Neves

Global Customer Support Manager

Since we started using Makula, we've gained a broader perspective on the evolving world of digital after-sales. The software has seamlessly blended with our processes, enhancing operations and providing fresh insights. It's a gentle reminder of the portential avenues open for SME machine suppliers in this digital era.

Erik Döinghaus

Managing Director

Makula's platform has been a game-changer for us. Onboarding was incredibly smooth, and the system's ease of use has significantly improved our after-sales service efficiency. Our technicians now save several hours each day by reducing the time spent on phone calls and searching through scattered documents.

Edward Herbert

COO & Founder

Being a user of 30+ machine brands, I can firmly state that Makula's after-sales platform is transformative. It doesn't just enhance and streamline communication with OEMs—it revolutionises it, driving unparalleled customer satisfaction in an increasingly complex and dynamic production

Christopher Staub

Chief Executive Officer

Ready to transform your machine maintenance?

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Manage Service Contracts and Track SLAs

Benefits of Managing Your Service Contracts + SLAs in Makula.

Service Contract Per Customer or Machine

SLA Terms Visible on Every Ticket

Alerts Before a Deadline Is Missed

SLA Compliance Reporting

Contract-Aware Quoting