Service Levels let your firm define and apply consistent servicing tiers (for example Platinum, Gold, Silver, Bronze) to your clients. This article walks through how to set them up, assign them to clients, include them in imports and exports, and add them to your own forms via Form Builder.
Only one Service Level can be assigned to a client at any time. All assignments, changes and removals are captured in the client's audit history.
In this article
Configuring Service Levels for your firm
Assigning, amending or removing a Service Level on a client
Viewing a client's Service Level
Including Service Level in Client Exports
Bulk-assigning Service Levels via Client Import
Adding Service Level to forms (Form Builder)
Configuring Service Levels for your firm
Service Levels are managed centrally so the same set of tiers is available to everyone in your firm. Once configured, they appear in the dropdown wherever a Service Level can be set on a client.
You'll need the relevant permissions to manage Service Levels. At present this is restricted to Admin / Owner roles; this will move under the wider Role-Based Access Control (RBAC) model once available.
To create a Service Level
Go to Settings > Firm > Service Levels.
Click Create New to open the create modal.
Enter a Name for the Service Level (for example, Platinum).
Click Create.
The new Service Level will appear in the list and become immediately available to assign to clients.
To edit or delete a Service Level
Use the three-dot actions menu next to a Service Level to Edit or Delete it.
You cannot delete a Service Level that's currently assigned to one or more clients. A warning will be shown — you'll need to reassign or clear the Service Level on those clients first.
Service Level names must be unique within your firm; you'll be prevented from creating a duplicate.
Assigning, amending or removing a Service Level on a client
The Service Level field sits on the client record and is maintained via the existing Update Basic Details flow.
Open the client record.
Click Actions > Update Basic Details.
Go to the Service tab.
Locate the Service Level field.
Choose a Service Level from the dropdown. The list is populated from your firm's Active Service Levels (configured in Settings).
Click Save.
To change a Service Level, follow the same steps and select a different option. To clear an existing Service Level, open the field and remove the selected value, leaving it blank.
The date of the change and the user who made it are recorded on the client record. Every assignment, amendment or removal is captured in the client's audit history.
Viewing a client's Service Level
The client's current Service Level is shown on the Service tab of the Client Dashboard, giving you a quick high-level view without needing to open Update Basic Details.
Including Service Level in Client Exports
The standard Client Export now includes a Service Level column.
The column is populated with the name of the Service Level currently assigned to each client.
Where no Service Level is assigned, the cell is blank.
Existing saved export templates continue to work without changes.
You also have the option to filter by Service Level before you run the report.
Bulk-assigning Service Levels via Client Import
You can use the existing Client Import to assign Service Levels in bulk — useful when onboarding a batch of clients or updating tiers across your book.
Download or open the Client Import template.
Populate the Service Level column with the name of the Service Level you want assigned to each client.
Upload the file in the usual way.
A few things to know:
Matching is case-insensitive against your firm's Active Service Levels.
If a value doesn't match any Active Service Level, a validation error is raised against that row and the import handles it the same way as other row-level errors.
If you leave the column blank for a row, it will replace what is already held on the Client record (e.g. nothing, because the cell is blank)
Bulk assignments made via import are captured in each affected client's audit history.
Adding Service Level to forms (Form Builder)
Service Level is available as a linked client field in Form Builder, so you can include it on your own forms and have responses read from and write back to the client's record.
To add Service Level to a form
Open Form Builder and edit the form you want to update.
Add a new field and select Service Level from the list of available linked client fields.
Choose whether the field should be required or optional, consistent with other linked fields.
Save the form.
How the field behaves
It renders as a single-select dropdown populated from your firm's Active Service Levels.
When a form is pre-populated for an existing client, the field shows the client's current Service Level.
On submission, the selected value is written back to the client's Service Level, following the same validation rules as Update Basic Details.
Changes made via a form are captured in the client's audit history, with the form submission identified as the source.
The field respects user permissions on form completion.
Frequently asked questions
Can a client have more than one Service Level?
No. A client can have one Service Level at a time, or none at all.
What happens if I try to delete a Service Level that's in use?
You'll be prevented from deleting it and shown a warning. Reassign or clear the Service Level on the affected clients first, then try again.
Can I leave a client without a Service Level?
Yes. The field can be left blank, and an existing value can be cleared via Update Basic Details.
Where can I see when a Service Level was changed?
On the client's audit history. Every assignment, amendment and removal is logged, including changes made via Update Basic Details, Client Import and form submissions.