01 · Platform Overview & Tier Structure

01 · Ringkasan Platform & Struktur Edisi

Every facility complaint, seen through to proof.

Setiap keluhan fasilitas, tuntas sampai ada bukti.

Servea is the facility helpdesk and smart dispatch platform for apartments, airports, hospitals, shopping malls, office towers, and hotels. Complaints arrive via WhatsApp, email, phone, or web portal; Servea routes each ticket to the right technician, runs dual SLA clocks, and closes the job only with photo and signature proof.

Servea adalah platform helpdesk fasilitas dan penugasan cerdas untuk apartemen, bandara, rumah sakit, mal, gedung perkantoran, dan hotel. Keluhan masuk lewat WhatsApp, email, telepon, atau portal web; Servea meneruskannya ke teknisi yang tepat, menjalankan dua jam SLA, dan hanya menutup laporan setelah ada bukti foto serta tanda tangan.

Product Produk Servea

Editions Tingkatan Lite · Pro · Enterprise

Verticals Jenis Gedung 6 Property Types 6 Jenis Properti

Architecture Arsitektur 100% Public Cloud SaaS 100% Cloud Publik SaaS

How Servea Works: From Complaint to Verified Closure

Cara Kerja Servea: Dari Pesan Masuk hingga Bukti Beres

Fig 1.1 · End-to-End Loop

STEP 01 · INTAKE LANGKAH 01 · LAPORAN MASUK

Omnichannel Inbox

Kotak Masuk Terpadu

Residents, retail tenants, nurses, or airline staff report problems via WhatsApp, email, SMS, phone call, or web form. Servea matches the sender to their unit or area, suggests the problem category, and replies with a ticket number.

Penghuni, tenant toko, perawat, atau staf maskapai melapor lewat WhatsApp, email, SMS, telepon, atau formulir web. Servea mencocokkan pengirim dengan unitnya, menyarankan jenis masalah, dan membalas dengan nomor tiket.

No App Download Tanpa Unduh Aplikasi All Tiers Semua Paket

STEP 02 · DISPATCH LANGKAH 02 · PENUGASAN

Right Team & Technician

Tim & Teknisi yang Tepat

Servea routes the ticket by location and category (Electrical, AC, Plumbing, Lifts) to the responsible team—assigning either to the lightest queue (Lite) or simulating shift rosters to pick who can start earliest (Pro & Enterprise).

Tiket diteruskan otomatis menurut lokasi dan kategori (Listrik, AC, Pipa, Lift) ke tim terkait—dibagi ke antrean paling ringan (Lite) atau disimulasikan menurut jadwal shift untuk memilih teknisi yang paling cepat bisa mulai (Pro & Enterprise).

Zero Manual Chasing Tanpa Kejar Manual All Tiers Semua Paket

STEP 03 · SLA CLOCKS LANGKAH 03 · JAM SLA

Response & Resolution

Batas Respon & Selesai

Every ticket runs two SLA clocks: Response (met when the technician starts work on site) and Resolution (met when fixed). Clocks pause fairly when placed On Hold and escalate before deadlines breach.

Setiap tiket menjalankan dua jam SLA: Respon (tercapai saat teknisi mulai bekerja di lokasi) dan Penyelesaian (tercapai saat beres). Jam berhenti sementara saat status On Hold dan melakukan eskalasi sebelum terlambat.

75% Warning + Breach Peringatan 75% + Lewat All Tiers Semua Paket

STEP 04 · PROOF OF WORK LANGKAH 04 · BUKTI KERJA

Checklist, Photos & Sign-Off

Checklist, Foto & Tanda Tangan

Technicians work from an instant online mobile web app on their phone. The “Mark Done” button unlocks only after ticking the checklist, snapping before/after photos, and capturing the reporter's signature on screen.

Teknisi bekerja lewat aplikasi web seluler (online) di HP mereka. Tombol “Selesai” hanya aktif setelah checklist dicentang, foto sebelum/sesudah diunggah, dan tanda tangan pelapor direkam di layar.

No Proof, No Closing Tanpa Bukti, Tak Tutup All Tiers Semua Paket

Three Tiers: Lite, Pro, and Enterprise

Tiga Tingkatan Paket: Lite, Pro, dan Enterprise

Spec 1.2 · Tier Overview

TIER 01 · SINGLE PROPERTY 1 Property · 1 Business 1 Properti · 1 Bisnis

Lite

For a single property (1 building, 1 business type, 1–5 technicians). Built for standalone apartments, clinics, boutique hotels, or boarding houses. Go live in one afternoon without shift rosters, multi-site menus, or slot booking.

Untuk 1 properti tunggal (1 gedung, 1 jenis bisnis, 1–5 teknisi). Cocok bagi gedung tunggal, klinik, hotel butik, atau kos eksklusif. Langsung jalan dalam satu sore tanpa menu multi-lokasi, roster shift, atau booking slot.

Single-Property Focus: Scoped strictly to 1 building (`Site`) with unlimited floors & units.
One Inbox: WhatsApp, web form, email & unit portal intake (no slot booking).
Simple Assignment: Active tech with fewest open tickets, or 1-tap manual pick.
24/7 Priority Clocks: Response & resolution targets (P1–P4), paused when On Hold.
Mobile Web Proof: Online checklist, before/after photos & reporter signature.

Fokus 1 Gedung Tunggal: Dibatasi khusus untuk 1 properti (`Site`) dengan lantai & unit tak terbatas.
Satu Kotak Masuk: Laporan via WhatsApp, web, email & portal unit (tanpa booking slot).
Penugasan Ringan: Otomatis ke teknisi dengan tiket aktif paling sedikit, atau pilih manual 1 klik.
Jam SLA 24/7: Target respon & selesai (P1–P4), jeda otomatis saat On Hold.
Bukti Beres di HP: Checklist online, foto sebelum/sesudah & tanda tangan pelapor.

1 Property · 1 Business Type 1 Properti · 1 Jenis Bisnis View Lite Specs → Lihat Spesifikasi Lite →

TIER 02 · FEW PROPERTIES 2–5 Properties · 1 Business 2–5 Properti · 1 Bisnis

Pro

For operators managing a few properties (2–5 sites) in a single business vertical. Built for multi-tower apartments (P3SRS), regional office complexes, or boutique hotel groups running rotating shifts (5–20 technicians).

Untuk pengelola beberapa properti (2–5 gedung) dalam 1 jenis bisnis yang sama. Dirancang bagi manajemen apartemen multi-tower (P3SRS), kawasan gedung kantor, atau grup hotel dengan tim shift bergilir (5–20 teknisi).

Multi-Property (Single Vertical): Manage 2–5 buildings of the same business type from one desk.
Earliest-Start Auto-Dispatch: Simulates shift rosters (Pagi/Siang/Malam) & job durations (est_minutes).
Booked 2-Hr Visit Slots: Residents pick a visit window; SLA clocks start at the booked slot.
Business-Hour SLA Calendars: Clocks pause when the building closes & on national holidays.
WhatsApp Escalation Ladder: Auto-alerts Team Lead (L1) and Building Manager (L2).

Beberapa Properti Sejenis: Kelola 2–5 gedung dalam 1 jenis bisnis dari satu layar helpdesk.
Penugasan Otomatis Tercepat: Simulasi jadwal shift (Pagi/Siang/Malam) & durasi kerja tiap masalah.
Janji Kunjungan 2 Jam: Penghuni memilih jam kunjungan; jam SLA mulai saat slot tiba.
Kalender Jam Kerja Gedung: Jam SLA berhenti saat gedung tutup & pada hari libur nasional.
Eskalasi Bertingkat WhatsApp: Peringatan otomatis ke Kepala Tim (L1) dan Manajer Gedung (L2).

Few Properties · Multi-Shift 2–5 Properti · Multi-Shift View Pro Specs → Lihat Spesifikasi Pro →

TIER 03 · LARGE PORTFOLIO & CUSTOM Multi-Business · Customizable Multi-Bisnis · Kustomisasi

Enterprise

For large multi-property conglomerates & REITs operating across multiple business verticals (10–100+ properties: Apartments, Malls, Offices, Hotels, Hospitals, Airports). Full CAFM & Open for Customization.

Untuk grup properti besar & konglomerasi yang mengelola banyak gedung lintas berbagai jenis bisnis (10–100+ properti: Apartemen, Mal, Kantor, Hotel, RS, Bandara). CAFM lengkap & Terbuka untuk Kustomisasi.

Multi-Business Portfolio: Consolidates all 6 verticals & 12+ properties in one Holding Executive view.
Scheduled Maintenance (PPM) & Asset ERL: Calendar PM (`290+` work orders) + Repair-vs-Replace verdicts.
Dynamic P1 Preemption & B2B Contracts: P1 interrupts PM & pages on-call; custom SLA per tenant/ward.
App-less Vendor Scorecards: WhatsApp/Email contractor dispatch + 90-day punctuality scorecard.
Open for Customization: Bespoke workflows, custom approval chains, ERP/SAP/BMS connectors & white-label portals.

Portofolio Multi-Bisnis: Menggabungkan 6 jenis bisnis & 12+ properti dalam satu layar Eksekutif Holding.
Pemeliharaan Berkala (PPM) & Aset ERL: Jadwal PM kalender (`/pm`) + analisis Ganti vs. Perbaiki aset.
Interupsi Darurat P1 & Kontrak B2B: P1 menunda PM & memanggil on-call; SLA khusus per tenant/ICU.
SPK Vendor Tanpa Aplikasi: Kirim SPK ke kontraktor via WA/Email + rapor kinerja 90 hari.
Terbuka untuk Kustomisasi: Alur kerja khusus, rantai persetujuan biaya, integrasi ERP/SAP/BMS & portal white-label.

Multi-Business · Open Customization Multi-Bisnis · Kustomisasi Penuh View Enterprise Specs → Lihat Spesifikasi Enterprise →

Mapping Yesterday's Sregep (`sigap`) Build into Servea's 3 Tiers

Pemetaan Proyek Sregep (`sigap`) Kemarin ke Dalam 3 Paket Servea

Table 1.3 · Codebase Audit vs. New Tier Architecture

What Changed from Yesterday's Sregep (`sigap`) Monolith?

Apa yang Berubah dari Aplikasi Monolitik Sregep (`sigap`) Kemarin?

Yesterday's sigap codebase shipped all 24 screens and 33 database tables enabled simultaneously in a single tier. Below is the exact audit of how every screen and model built yesterday maps into Lite, Pro, and Enterprise—plus the 3 specific features from yesterday's build that are now cut to keep Servea 100% public-cloud and free of legal/bureaucratic bloat.

Kode sigap yang dibangun kemarin mengaktifkan seluruh 24 layar dan 33 tabel database sekaligus dalam satu paket tunggal. Tabel di bawah memetakan secara persis bagaimana setiap layar dan fitur dari proyek kemarin dibagi ke dalam Lite, Pro, dan Enterprise—serta 3 fitur dari build kemarin yang kini dipangkas agar Servea tetap 100% cloud publik dan bebas birokrasi rumit.

Yesterday's Sregep Screen / Module Layar / Modul Sregep Kemarin	Lite	Pro	Enterprise	Architectural Decision & Codebase Mapping Keputusan Arsitektur & Pemetaan Kode
1. Triage & Ticket Console `/desk`, `/tickets`, `/tickets/[id]`, `/my`	Included	Included	Included	Core state machine (`new → assigned → in_progress → on_hold → resolved → closed`) runs across all 3 tiers. Alur status tiket utama (`new → assigned → in_progress → on_hold → resolved → closed`) aktif di semua paket.
2. Omnichannel Inbox & Outbox `/inbox`, `/outbox`, `/lapor/[code]`	Included	Included	Included	WhatsApp, email, SMS, web form & phone call intake with sender matching and keyword category suggestions. Kotak masuk WhatsApp, email, SMS, form web & telepon dengan pencocokan pelapor dan saran kategori otomatis.
3. Reporter Portal `/portal`, `/portal/new`, `/portal/[id]`	Basic	+ Visit Slots	+ Visit Slots	Lite has unit reporting, confirm/reopen & 1–5 rating. Pro & Enterprise unlock 2-hour booked visit windows (`SlotStart / SlotEnd`). Lite mencakup lapor masalah, konfirmasi/buka ulang & rating 1–5. Pro & Enterprise membuka fitur booking jam kunjungan 2 jam (`SlotStart / SlotEnd`).
4. Field Mobile Web PWA `/m`, `/m/t/[id]`, `Checklist`, `Attachment`	Included	Included	+ Stock Parts	100% online mobile web across all tiers (checklist, before/after photos, signature). Enterprise adds spare part checkout (`PartUse`) on the mobile screen. 100% aplikasi web HP online di semua paket (checklist, foto sebelum/sesudah, tanda tangan). Enterprise menambah pencatatan pakai suku cadang (`PartUse`).
5. Sites & Spatial Tree `/sites`, `/sites/[id]`, `Location`, `Tenancy`	1 Site	1 Site / Multi-Tower	Multi-Site Portfolio	Lite & Pro run 100% on spatial locations without requiring asset serials. Enterprise manages multi-site organisations across timezones. Lite & Pro berjalan murni di atas pohon lokasi ruangan/unit. Enterprise mengelola banyak lokasi/cabang lintas zona waktu.
6. Shift Roster & Smart Dispatch `/roster`, `/schedule`, `pkg/dispatch`	Fewest Tickets	Earliest-Start	+ P1 Preemption	Lite uses Draft 1 SQL fewest-open-tickets. Pro adds shift rosters & earliest-start queue simulation. Enterprise adds P1 PM preemption, `OnCall` paging (+30m) & queue rebalancing (≥30m). Lite memakai pembagian tiket aktif paling sedikit. Pro menambah jadwal shift & simulasi mulai tercepat. Enterprise menambah interupsi darurat P1, panggilan `OnCall` (+30m) & penyeimbangan ulang antrean (≥30m).
7. Planned Maintenance (PPM) `cmd/seed/pm.go`, `pkg/dispatch` PM blocks	Excluded	Excluded	Calendar PPM	Moved exclusively to Enterprise: recurring calendar PM work orders filling idle shift time + 1-click Hotspot Inspection PMs. Khusus di Enterprise: jadwal perawatan berkala (kalender) pengisi waktu luang shift + tombol Jadwalkan Pemeriksaan dari titik masalah berulang.
8. SLA Engine & Calendars `/sla` (Policies, Calendars, Contracts, Escalations)	24/7 Policies	+ Calendars & WA Escalation	+ Customer Contracts	Lite gets 24/7 priority targets. Pro unlocks Business-Hour Calendars, Holidays & WA/Email Escalation Ladders. Enterprise unlocks per-tenant/airline `Contract` SLA overrides. Lite mendapat target 24/7 per prioritas. Pro membuka Kalender Jam Kerja Gedung, Hari Libur & Eskalasi WA/Email. Enterprise membuka Kontrak SLA per penyewa/maskapai.
9. Assets, Parts & Costs `/assets`, `/parts`, `pkg/desk/costs.go`	Excluded	Excluded	Enterprise Only	Moved exclusively to Enterprise: equipment register, spare part stock, labor × hourly rate costing, and automated Repair-vs-Replace verdicts. Khusus di Enterprise: daftar aset mesin, stok suku cadang, hitung biaya kerja × tarif jam, serta vonis otomatis Ganti vs. Perbaiki.
10. External Contractors `/vendors`, `pkg/desk/vendor.go`	Excluded	Excluded	Enterprise Only	Moved exclusively to Enterprise: app-less WhatsApp/Email vendor work orders, ETA/arrival tracking, invoice cost logging & 90-day Vendor Scorecard. Khusus di Enterprise: pengiriman SPK vendor tanpa aplikasi via WA/Email, catat konfirmasi/kedatangan/tagihan & Rapor Kinerja Vendor 90 hari.
11. Executive, RBAC, SSO & Compliance `/executive`, `/roles`, `/security`, `/audit`, `/compliance`	Basic Roles	Manager Reports	Full Governance	Enterprise unlocks the `Executive` decision feed, custom 22-permission RBAC, OIDC/SAML SSO, MFA, SCIM, Audit Log, UU PDP requests & KARS CSV export. Enterprise membuka layar keputusan `Pimpinan`, peran khusus (22 izin), SSO OIDC/SAML, MFA, SCIM, Log Audit, kepatuhan UU PDP & ekspor CSV akreditasi KARS.
12. Cut from Yesterday's Build `PenaltyPerBreach`, `SLAExclusion`, `deploy/DEPLOY-ONPREM.md`	Removed	Removed	Removed	Explicitly Cut across all tiers: (1) Rupiah SLA penalty calculations on contracts, (2) Four-eyes SLA exclusion approval queues, and (3) On-premises Docker self-hosting (Servea is 100% Public Cloud SaaS). Dipangkas dari semua paket: (1) Hitungan denda rupiah otomatis pada kontrak SLA, (2) Antrean persetujuan pengecualian SLA empat-mata (four-eyes), dan (3) Instalasi server on-premise (Servea 100% Cloud Publik SaaS).