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ServiceLive Pro is a FREE App that enables technicians become better organized, and minimize on the job paperwork. The App provides instant benefits that you can access and enjoy right from palm of your hand. Seamless and real-time digital interactions allow an easier way to manage every aspect of your service orders—from beginning to end. Not only does the app provide one click check-in and departure so that you can record your onsite service hours -- it also offers options for managing and uploading documents, photo storage and you can even administer permits while onsite. Features include:

  • Receive new orders
  • Accept and Assign providers
  • Download orders for offline access
  • View service order details and summary on a daily basis
  • Track your total onsite service time with one click check-in and depart support
  • File paperwork electronically after each job
  • Collect and store customer signatures
  • Submit payment requests / billing
  • Upload and show before and after photos
  • And many more

Calendar in ServiceLive Pro mobile app allows the user to view scheduled orders by date and by assigned provider. Use this to quickly check your appointments per day.


Not really. We are working on improving this feature so that you can view your detailed route per day including driving time and reminders etc.


Not in this version. Will be coming soon.

No, you don’t have to. Check In is similar to IVR Arrival. Using the app to check-in and check-out is much more efficient than using IVR.


Check-in screen shows your current location where you are. Enable “Location Services” from your device to avoid getting this error message.


  • If your service is incomplete in a trip and requires you to revisit, you may enter completion details like “Resolution Comments”, “Photos”, and “Signature” etc.
  • Do not check-out from the top section.
  • Tap on “Revisit needed” icon.
  • Enter reason for revisit and revisit details.
  • Tap on “CHECKOUT” which will add departure entry in the order.

  • If your service is incomplete in a trip and customer is asking to cancel the order, do not check-out from the top section.
  • Tap on “Request Cancellation” icon
  • Enter reason for cancellation and details.
  • Tap on “CHECKOUT” which will add departure entry in the order.
  • Provider admin should contact buyer in regards to trip charge etc.

  • Completion screen has several components that are either required or optional for submitting the order for payment. You can save individual sections.
  • You may choose to navigate away from this screen and come back and continue from where you left off.
  • Icons in Orange color are required
  • Icons in Green color are completed
  • Icons in Grey color are optional
  • Check-Out icon remains disabled until you complete all required sections.
  • Submit for payment icon (available only if you have permission) remains disabled until check-out is recorded.

  • Step 1: In the morning of your route, when you have good connectivity (WIFI or Data), login to ServiceLive Pro mobile app, go to “Orders” -> Available Tab and tap on cloud icon on top right corner of screen
  • Step 2: Select the orders for the route and tap on “Save for Offline” (Note: You can only select orders with appointment date as Today, Tomorrow or Yesterday)
  • Step 3: On the Available tab, for orders saved for offline, you should see a cloud icon and how long since it’s been the order is saved for offline.
  • Step 4: Arrive on-site for the first order and do check-in & enter completion details, check-out. You can continue your activities on all service orders for that day.
  • Step 5: When you have good connectivity (WIFI or Data) during the middle of the day or end of the day, go to Settings->Sync Pending Updates. Select all the orders to be synced and submit.

No, you cannot select that order. Because, the order details could be updated from now until the actual appointment. Saving orders for offline saves copy of the order and you may miss out on updates to the order if you save it ahead of appointment date.


Even though you save orders for offline access, and you happen to have good connectivity, then your edits will be updated in real time. You will not need to sync the updates.


  • If you have sync errors, you can view the details on sync errors.
  • Contact your firm administrator and have it completed from web portal.

This will affect your compliance negatively. You are required to sync all the updates within the business day.


If ServiceLive Mobile App messages you that it’s a poor connectivity, the signal strength is not enough to connect the app with our systems.

Android device

  • From your device, go to PlayStore ( You must have a Google Play Account)
  • Search for the app “ServiceLive Pro”
  • From the search result, tap on “INSTALL” and “OPEN”

Apple Device

  • From your device, go to App Store (You must have App Store Account)
  • Search for the app “ServiceLive Pro”
  • From the search result, tap on “INSTALL” and “OPEN”


Android

  • Phones: Samsung, Motorola, LG, Sony, HTC, Acer, ASUS, Huawei, Kyocera, etc.
  • Software: 2.3 Gingerbread, 3.2 Honeycomb, 4.0 Ice Cream Sandwich, 4.1 Jelly Bean, 4.2 Jelly Bean, 4.3 Jelly Bean, 4.4 KitKat
  • Other: App may be functional in tablets, but not optimized.

Apple

  • Phones: iPhone (5S, 6, 6 Plus, 6S, 6SPlus)
  • Software: iOS 7, iOS 8, iOS 9

Other: App may be functional in iPads & iPod Touch, but not optimized for these devices.


If your device settings have auto update ON, the updates the app will be automatic.

If your device settings have auto update OFF, upon login to ServiceLive Pro App, you will be reminded of new updated version available.

  • Login to the ServiceLive Pro App and go to Settings and tap on “Send App Feedback”.
  • Enter the details and tap on “Send”.

  • Filters are easy way to “search” for your orders.
  • You can create filters using different data fields so that you don’t have to repeat search every time.

  • No, the filters are per user.
  • You can recreate the same filter under different user login.

  • Your username and password is the same you use to login to provider web portal
  • If you do not know your username or password, please contact your firm administrator.

Please contact your firm administrator.


PIN is used to provider extra security to ServiceLive mobile app. If you forgot the PIN, don’t worry, app will allow you to reset it.


When you login, if you choose to “Keep me logged in for 2 weeks”, the app remembers your login session for 2 weeks, else, you have to login after 30 minutes of inactivity.

Orange symbol means there is a pending Reschedule request for that order.


From the Order details, tap on “Update” and “Add Note”


  • From the Order details, tap on “Update” and “Add Image” or
  • From Service Completion, tap on “Add Image”

  • From the Orders screen, tap on Refresh icon to get most current orders.
  • If you are a Service Provider, you can view ONLY the orders assigned to you.
  • If you still have issues, please contact your firm administrator.

  • All accepted orders are in available tab.
  • The Completed orders are not available in mobile app, but accessible from web portal?

  • From the Orders screen, tap on Refresh icon to get most current orders.
  • If you still see this message, means, there are no orders available with that appointment date.

  • Only Customer Copy needs to be printed.
  • All the details from Provider copy and Provider Instructions are available in the mobile app.

  • From the Orders screen, tap on the Search icon
  • You can enter either
    • Full Service Order ID (without hyphen(-) ) or
    • Full or Partial Customer First Name or
    • Full or Partial Customer Last Name or
    • Full Customer Phone Number (without hyphen(-) ) or
    • Zip code

Tap on an order and from details screen, tap on “View”. All the details are available in that screen.


  • Tap on an order and from details screen, tap on “Direction”
  • Select “Service Location”
  • The map shows your current location (If the map is not displayed, turn ON Location Services) and the Service location is on the bottom section of the map.
  • Tap on the Service Location Address
  • You will get embedded driving direction and GPS

  • You can assign the provider while accepting the service order or
  • From the service order details screen, tap on the provider icon.
  • You will only see the provider(s) who are part of route list from your firm.

You must have “Dispatcher/Scheduler” role checked in order to have permission to reassign orders to other providers.


Only the providers who are ‘matched’ to that service order are listed to be assigned. Please check their ServiceLive profile.

  • When your techs complete their orders, the status of the order is in ACTIVE and sub status of the orders is in “Pending Claim”.
  • As a dispatcher role, you can view these orders from “Available Tab” of order list in mobile app.
  • Tap on that order and go to Completion screen.
  • You can review the completion details and “Submit for Payment”.

Your technician should have a profile created in ServiceLive with the below settings.
  • General Information->User Rights, should have User Name.
  • Marketplace Preference->Provider permissions, should have at minimum “Manage Service Orders” checked.
  • See more details under Provider mobile access & permissions section

  • Revisit: While provider is on-site, if there is an additional visit needed to complete the service (for example, parts needed, site not ready etc.), provider and customer agree for the new appointment date & time; provider updates the revisit reason, date & time for next visit.
  • Reschedule: Prior to provider arrival on-site, either provider or customer has a need to change the appointment date.

Your technician should have a profile created in ServiceLive with the below settings.
  • Update Service Window: Provider updates the arrival time window on the given appointment date. This is NOT a reschedule or change in date.
  • Request a Reschedule: Prior to provider arrival on-site, either provider or customer has a need to change the appointment date.

No more scanning! If provider completed the order details from mobile app, all the details are saved as part of the order, including the signatures.
  • Upon provider check out, the order status is updated as ACTIVE with sub status as “Pending Claim”.
  • From Order Management screen, go to “Job Done” and filter by sub status “Pending Claim”.
  • Review the completion details and pre-attached “Signed Customer Copy Including Waiver of Lien” section
  • Submit for payment is just a click away! section

  • At minimum, to use the mobile app, your technician should have a profile created in ServiceLive with the below settings.
    • General Information->User Rights, should have User Name
    • Marketplace Preference->Provider permissions, should have at minimum “Manage Service Orders” checked.
  • Depending on the user role and permissions, the options in mobile app will be different. So, select the permissions which align with the technician’s role and responsibilities.

    • Service Provider: no permission to view pricing; can’t accept or close orders.

    • View assigned orders
    • Call customer, Get Driving Directions
    • Check In, Check Out
    • Add Note, Add Photos, Update Arrival Window
    • Save completion details (Signatures etc.)

    Service Provider + Manager/Owner: has permission to view pricing; can accept and Submit for payment only the orders routed to him/her. Not a dispatcher/scheduler.

    • Receive new orders, accept & assign to self only For orders routed to him/her
    • Call customer, Get Driving Directions
    • Check In, Check Out
    • Add Note, Add Photos, Update Arrival Window
    • Submit for payment(only own orders)

    Dispatcher/Scheduler: has permission to view pricing; can accept and submit for payment for anyone in the company. Responsible for all technicians and orders at company level.

    • Receive new orders, Accept, Assign & Reassign
    • Call customer, Get Driving Directions
    • Check In, Check Out
    • Add Note, Add Photos, Update Arrival Window
    • Reschedule Request
    • Submit for payment

Users with permission to view pricing can receive new orders and accept.


Customer’s full name and address is visible ONLY after accepting the service order.


  • From the Service Order list, tap on the order.
  • View the details on the screen. Additional details are displayed when you tap on View button.
  • Tap on Accept. You can assign the provider now or later. It’s recommended that you assign provider while you accept the order.
  • If you accept the service order without assigning the provider, the order remains at company level and individual service provider can’t access from their list of orders.

Add-on Services and Payment

If you have saved the order for offline and don’t have a good connectivity while entering the payment information for add-on services, you can only choose the method of payment as Check. Credit Card information cannot be saved in offline mode.

Manage Parts

  • No, you cannot. Under the parts section select the option “Parts needed. Will add later”
  • After check-out, you can add parts prior to submit for payment.

First Visit
  • Arrive on site & check in
  • Diagnose the repair and add part(s)
  • Check availability of the added part(s) with the local supplier
  • Update part status of all added part(s)
  • Check-out with revisit date and time.
Re-visit
  • View the part(s) list from the order details screen and pick up part(s)
  • Arrive on site & check in
  • Update part status of all added part(s) to “Installed” or “Not Installed”
  • Add invoice for all the added part(s)
  • Check-out
  • Now the order is ready to submit for payment.

© ServiceLive, Inc. 2016