Help centre · Providers
How provider reputation works
Every technician and service company on OnSyra has a Reputation score from 0 to 100 and a tier. This page explains exactly how they are worked out. It is generated from the rules the platform runs today (policy version 2), so it is always current.
What counts
- Only the last 365 days count. Within that, recent work matters more: an outcome 180 days old counts half as much as one from today, so old mistakes fade.
- Only what you caused counts. A client cancelling never counts against you. A job still under way counts neither way until it has an outcome.
- When a service company sends a technician, what happens on site (a no-show, a late arrival, rework, a dispute decided against the provider, the client's review) counts for both the company and the technician. Accepting and cancelling work is the company's alone.
- A dispute counts only once it is decided against you, and only by the share refunded. An open dispute is "under review" and carries no penalty.
- LCS can excuse an incident that was not your fault, such as severe weather or a site the client could not open. Excused incidents are removed from your score and shown in your history as "excused by LCS".
- Simulated and test activity never affects a real account.
The four parts of Reputation
| Part | Weight | What it measures |
|---|---|---|
| Quality | 35% | Jobs approved the first time, without rework, and disputes decided against you (by the share refunded). |
| Reliability | 30% | Showing up to what you accepted. No-shows and cancellations you make count against it. Cancelling within 24 hours of the start is a late cancellation and counts 1.5× as much. |
| Client rating | 25% | The stars real clients gave your visits, recent ones counting most. |
| Punctuality | 10% | Checking in on time: by the start time, or by the end of the Flex Start window, with 15 minutes' allowance. Where a Service Order has no clock time, the client's timeliness rating is used. |
Every part starts from the platform average, worth 5 jobs, and moves toward your own record as you work. A new provider therefore starts at the average, neither punished nor boosted, and a single job cannot swing a score to an extreme.
Provisional
With fewer than 3 finished jobs in the window you are provisional: your reputation is shown as such, you are not ranked against other providers, and matching uses the platform average.
Rankings
Providers are ranked only against their own kind: independent technicians, technicians employed by a service company, and service companies, each separately, and only among providers who are no longer provisional.
Tiers
| Tier | Approved jobs (all time) | Reputation | Reliability | Also |
|---|---|---|---|---|
| New | fewer than 3 | — | — | — |
| Bronze | 3 | 0–59 | — | — |
| Silver | 3 | 60–69 | — | — |
| Gold | 3 | 70–89 | — | — |
| Platinum | 3 | 90–100 | — | — |
- Moving up happens as soon as you meet every requirement of a tier.
- Moving down never happens without warning. If you fall more than 3 points below your tier's requirements, a 30-day grace period starts and we tell you. Recover during it and nothing changes. Still below at the end, and you move down one tier only.
- The 3-point margin stops a score sitting on a line from flipping a tier back and forth.
Where to see yours
Signed in, open My reputation from your home page. It shows your tier and what the next one needs, each part of your score with an explanation, your trend, and every event that moved it.
Rules in force: policy version 2.