---
title: "Service Metrics"
slug: "service-metrics"
updated: 2026-11-09T20:30:33Z
published: 2026-11-09T20:30:33Z
canonical: "knowledge.ticotractors.com/service-metrics"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.ticotractors.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Metrics

#### S-P1 TICO Warranty Administration Manual: Dealer to follow TICO Warranty Administration Manual policies and procedures. 10 Point Available

**Key Evaluation Metrics**

Self-Certification: Dealer will certify the have read and implemented the processes from Warranty Administration Manual published on TICO Knowledge annually.

| Criteria | Value |
| --- | --- |
| 100% | 2 |
| <100% | 0 |

PDI Performance: TICO will evaluate the ship date from the plant to Operation Code 17.01A – PDI in the Asset Ready Date.

| Criteria | Value |
| --- | --- |
| =<30 Days | 2 |
| > 30 Days | 0 |

In Service Date: TICO will evaluate the recorded Delivered to User Date against the Invoice Date of the 17.01B Case.

| Criteria | Value |
| --- | --- |
| =<30 Days | 2 |
| >Days | 0 |

Invoice Date to Repair Completion Date (Complete Gone): TICO will evaluate the Dealers Invoice date to the Repair Completion date.

| Criteria | Value |
| --- | --- |
| =<14 Days | 2 |
| >Days | 0 |

Hours on all Cases: TICO will evaluate that engine hours are on all cases in the EDGE system.

| Criteria | Value |
| --- | --- |
| 100% | 2 |
| <100% | 0 |

#### S-PE-3 Technicians: Dealer to have on staff at each authorized TICO location a minimum of (1) technician qualified to service class-8 truck style equipment (ASE Certified or OEM equivalent) AND certified on Cummins B6.7 and QSB Series engines, and if applicable, EV. 5 Point Available

**Key Evaluation Metrics**

Self-Certification: Dealer will certify and provide documentation technician capability annually

| Criteria | Value |
| --- | --- |
| 100% | 5 |
| <100% | 0 |

#### S-TE-1 Required Tool List: Dealer to have at each authorized TICO location the TICO Required Tools. The tool list will be published on TICO Knowledge. 10 Point Available

**Key Evaluation Metrics**

Self-Certification: Dealer will certify and provide documentation required tool list annually

| Criteria | Value |
| --- | --- |
| 100% | 10 |
| <100% | 0 |

#### S-TE-2 Mobile Service: Dealer to have a minimum of (1) mobile service unit capable of servicing the TICO product effectively onsite within 1.5 hrs travel time within dealer AOR. Mobile service unit to be full-time, staffed resource and outfitted following the Required Tool List. Mobile service technician to meet required technician standard as outlined. 15 Points Available

**Key Evaluation Metrics**

Self-Certification: Dealer will certify and provide documentation to the Mobile Service requirement annually.

| Criteria | Value |
| --- | --- |
| 100% | 15 |
| <100% | 0 |

#### S-T-1 TICO EDGE: Dealer to implement and utilize the TICO EDGE Platform for ALL service events following TICO EDGE Best Practices at EACH AUTHORIZED LOCATION (with portals setup for each location). 40 Points Available

**Key Evaluation Metrics**

Service Request Acceptance Time: Dealer to accept or deny service requests with a 24 hour time period.

| Criteria | Value |
| --- | --- |
| < 24 Hours | 15 |
| < 36 Hours | 6 |
| < 48 Hours | 2 |
| > 48 Hours | 0 |

VMRS Percentage: The dealer completes the case level VMRS coding for all cases

| Criteria | Value |
| --- | --- |
| > 90% | 15 |
| > 80% | 9 |
| > 50% | 4 |
| < 50% | 0 |

Uptime and Downtime Recorded: Dealer completed the Uptime and Downtime for all repairs in the EDGE platform

| Criteria | Value |
| --- | --- |
| > 90% | 15 |
| > 80% | 9 |
| > 50% | 4 |
| < 50% | 0 |

Average Dwell Time: Dealer as notated the Asset Check In to Asset Complete Gone

| Criteria | Value |
| --- | --- |
| < 1 Day | 15 |
| < 3 Days | 9 |
| < 7 Days | 4 |
| > 7 Days | 0 |