Before you start using ServiceTitan, you need to have a ServiceTitan account. After that, you can go through your initial onboarding process, called Jumpstart Workstream. During Jumpstart Workstream, you'll provide basic information about your company profile, employees and technicians, operations, accounting setup, and more. When you complete answering questions in Workstreams, you can move to TitanAdvisor: Prepare to Launch, which guides you through your preparation for a successful ServiceTitan launch.
New to ServiceTitan?
It's important to start your onboarding journey by building the right framework. This way, ServiceTitan helps you meet your business needs and solve your problems.
What to do first:
Check your email sent from your account representative by clicking the link and creating a new password.
Start assigning workstream leads and completing Jumpstart Workstream.
When you're done with the initial setup, continue your onboarding journey with ServiceTitan. Check resources and features, and migrate data to make the most of ServiceTitan.
Onboarding
During your ServiceTitan onboarding process, you'll work with your Implementation Consultant and complete self-led training and TitanAdvisor tasks. These help ensure you're set for success upon your ServiceTitan launch.
The ServiceTitan onboarding process is broken into three stages:
Pre-implementation: This is the first step in your onboarding process. Here, you assign workstream leads to the experts of your company to complete all required discovery questions before you fully customize your ServiceTitan setup with TitanAdvisor Prepare to Launch.
Implementation: This step helps you more finely tailor your ServiceTitan setup. Here, you work with ServiceTitan through importing the data and completing the integration from any software you may currently be using.
Live: After you go live, you'll move to Success to help you continue your ServiceTitan journey. You work with your Customer Success Manager (CSM) and use TitanAdvisor to learn how to get the most out of ServiceTitan.
See the Onboarding FAQs for common setup questions during your onboarding process.
Pre-Implementation
Get Started Today
In this stage, here are the things you need and can do to support a smoother transition before the Kick-Off Call with the onboarding team.
Need to have
This is essential to begin the implementation.
Completion of Jumpstart. It is the first step in your implementation that guides you through the basic company setup, asking a series of questions to help you get started with building the right framework. Assign Workstream leads to help you delegate setup to the experts at your company to ensure setup tasks are completed correctly. This involves answering basic questions about the specific feature area, such as Accounting, Dispatch, Call Center, and so on.
Note: Enterprise customers have the option to skip this step.
Nice to have
These are not required, but completing them early helps speed up and streamline your account setup, helping your onboarding team work more efficiently.
Prepare your pricebook to provide to your Implementation Consultant.
Note: The pricebook can be in PDF format. Ensure there's a clear distinction between tasks, services, materials, and equipment, and what categories those items should be sorted into.
Review our Journal Entry Export Path and the Touchless Integration one-pager to see if this works for your accounting workflows.
Complete the Fintech survey to get ready for your merchant account setup.
Prepare information about your current phone provider.
Prepare your data for import into ServiceTitan. Make sure it's free of duplicates and doesn't include any information you don't want to import. You can also review our export guides for the software you may currently be using:
See the System requirements and mobile app information for mobile devices that technicians can use to run ServiceTitan in the field.
Get Ahead
These are not required, but working on them ahead of time gives you a strong start toward success.
Security
Set up Multi-Factor Authentication (MFA) to add an extra layer of security and reduce the risk of breaches.
Prepare to Launch
Use TitanAdvisor to set up and learn more about the additional features ServiceTitan offers.
Academy
Visit ServiceTitan Academy to learn more about new or existing features and how to better utilize ServiceTitan for your business.
Implementation
The implementation phase officially begins after you have a Kick-Off Call with the Implementation Consultant. During this stage, you work with Data Quality Analysts (DQAs) and your Implementation Consultant to begin your initial data import and configuration and setup of your ServiceTitan account.
Additionally, you can request activation of all Suppliers' Full Procurement Integrations by visiting the Marketplace, filtering for Procurement, and completing the form to gain access.
Go Live
After you're live, you'll work with your Customer Success Manager (CSM) to continue your journey. It's important to continue completing the necessary training and tasks in TitanAdvisor while working with your CSM in preparation for a successful launch.
During this stage, you have an Export Call with the Implementation Consultant to ensure you can successfully export from ServiceTitan to your accounting software.
By this time, you'll be able to do the main activities in your account, including booking jobs, building estimates, and collecting payments.
Sandbox environments
Use ServiceTitan sandbox environments to get familiar with new or existing features.
ServiceTitan resources
Technical Support and Help Center
Check the most frequently asked questions for the Technical Support and Help Center.
What is Help Center?
The Help Center is a centralized hub where you can find answers and support resources. It lets you get assistance through Atlas, browse Knowledge Base articles, watch Academy videos, contact Support, and track your cases —all in one convenient place.
For more, see Use the Help Center.
Where is Help Center?
Visit the ServiceTitan Help Center or click Help 
on the top toolbar to get technical support.
For more, see Contact ServiceTitan Technical Support.
When should I contact Technical Support, Customer Success Managers, or Pro Product Managers?
Technical support is available on demand to diagnose, troubleshoot, and resolve technical issues.
Customer Success Managers (CSMs) are advisors who help you maximize your ROI by guiding best practices, sharing new features, building success plans, and ensuring the ongoing health of your account.
Pro Product Specialists (PPS) are your single point of contact for Pro Product Success. They help you get the most from your Pro Products and adopt key features you might need to leverage to maximize your ROI.
For more, see Technical Support, Customer Success, and Pro Product Specialists.
How can I view my open cases of Technical Support, CSM, Billing, and Fintech?
Go to the top toolbar and click Help > My Cases, and then click the Status dropdown to filter cases by their Open or Closed status.
For more, see View my cases in the Help Center.
How can I request a new feature or feature update?
You can request a new feature or an update to an existing feature by posting an idea in the Ideas platform. In the Ideas platform, click +Add a New Idea > Fill out the required fields, and then click Add Idea.
For more, see Idea Guidelines.
Service Contract
What is my organization purchasing from ServiceTitan?
ServiceTitan provides subscriptions to a cloud-based software-as-a-service (SaaS) field service management solution that is accessed through the internet (the “Service”). ServiceTitan delivers our cloud-based Service using a genuine one-to-many business model. The Service is provided on the same operational infrastructure using the same security and support operations for all of ServiceTitan’s global customers.
How is ServiceTitan’s Subscription SaaS Service different from on-premise software?
Unlike traditional on-premise software, which is installed and customized by each customer, ServiceTitan’s Service is built in the cloud and delivered over the internet through a cost-effective subscription service with access to fully functional, configurable software applications. With ServiceTitan’s multi-tenant cloud delivery model, every customer is on the same version of ServiceTitan’s Service at all times and receives updates to the Service simultaneously. This allows ServiceTitan’s customers to avoid costly and disruptive hardware and software updates.
What customer data is stored and processed by the ServiceTitan Service?
ServiceTitan requires a limited set of user data to provide its Service. Typically, that data is limited to a user’s first and last name, email address, and cell phone number (in the case of multi-factor authentication). The customer controls how the Service is configured for their users and what data is submitted to the Service. ServiceTitan’s business customers are the owners and controllers of their data and ServiceTitan is the data processor and service provider. ServiceTitan processes personal data on behalf and on the instructions of our business customers, which are the entities responsible for and who control such processing. Please refer to our Data Protection Addendum (DPA) for more information on how ServiceTitan processes personal data.
How does ServiceTitan protect customer data?
Protecting customer data is top priority for ServiceTitan. ServiceTitan’s contractual commitments with respect to securing customer data are set forth in our Terms of Use. ServiceTitan’s formal security program is detailed in its independent third-party audit reports and Security Portal. To ensure a robust level of security, ServiceTitan has implemented a comprehensive cyber security program that includes risk management, organization and governance, policy and standards, audit and compliance, threat management, vulnerability management, security operations, incident response, and business resiliency.
ServiceTitan’s security program is based on best practices in the SaaS industry. As such, our goals when executing this program are:
Trust, Transparency, and Protection of Customers' data: ServiceTitan is committed to protecting and keeping our customer's data and information private and confidential. We are also committed to transparency and will respond proactively in any situation.
High Availability and Continuity of Service: You can follow live at https://servicetitan.statuspage.io/.
Risk & Compliance: Compliance profiles have a list of controls. We evaluate our SaaS solution, including technology and operations, against these controls.
Despite all the perks provided by a SaaS solution, security is a shared responsibility of both ServiceTitan and our customers. ServiceTitan is responsible for the security of its platform, including physical, infrastructure and application security. The picture below depicts the shared responsibility model.
Can we attach our own security and support exhibits to ServiceTitan’s MSA?
ServiceTitan has a unified approach to security and support and maintains industry-leading certifications. Our ability to provide a consistently high level of Service relies on the standardization of ServiceTitan’s operations which reflect ServiceTitan’s security controls and single back-end support model. As a result, ServiceTitan is unable to agree to the security or support policies of individual customers.
Can we use our own data privacy agreement as an exhibit to ServiceTitan’s MSA?
ServiceTitan’s ability to provide a multi-tenant service delivery model requires that we standardize our security and privacy methodologies. ServiceTitan’s DPA is applicable to our processing of personal data received from our customers and is incorporated into our Terms of Use. ServiceTitan’s DPA accurately describes ServiceTitan’s processing of such personal data, which is handled the same way for each of ServiceTitan’s customers given ServiceTitan’s multi-tenant business model. ServiceTitan is a service provider as defined under the California Consumer Privacy Act of 2018 (CCPA). ServiceTitan has comprehensively evaluated CCPA requirements and implemented appropriate privacy and security practices designed to ensure compliance with CCPA. ServiceTitan also provides customers access to various policies and documentation through the ServiceTitan Legal Site.
Does ServiceTitan permit its customers to audit ServiceTitan?
ServiceTitan has thousands of customers. In order to maintain the security and availability of ServiceTitan’s Service to all customers without interruption, we are not able to permit individual customers to audit ServiceTitan. However, ServiceTitan is routinely and rigorously audited by multiple independent third parties and ServiceTitan makes the results of those audits available to our customers upon request in the form of security certifications and attestations such as SOC 2 Type II, SOC 1 Type II reports, and PCI DSS Level 1 certification. You may access ServiceTitan’s security documentation via our Security Portal.
Does ServiceTitan offer termination for convenience?
Termination for convenience is incompatible with ServiceTitan’s subscription-based model. A fundamental element of ServiceTitan’s business model is that both parties are committed to the specified term in the agreement. When a customer signs up for a specified subscription length (one year or multi-year), ServiceTitan commits to certain pricing as set forth in the applicable agreement for the duration of that subscription length. Customers may terminate the agreement for cause in accordance with the terms of the applicable agreement, which in many cases is a Customer Success Agreement (CSA).
Does ServiceTitan offer unlimited liability?
ServiceTitan does not offer unlimited liability. A fundamental principle of ServiceTitan’s business model is that damages arising from a breach of the agreement are subject to a limitation of liability. ServiceTitan’s Terms of Use include an industry-standard limitation of liability applicable to ServiceTitan and its provision of the Service. The limitation of liability is directly related to the subscription fees paid by the customer in exchange for ServiceTitan’s delivery of the Service.
Does ServiceTitan provide an acceptance testing period?
Since ServiceTitan provides the Service to all of our customers concurrently, the viability of the Service has already been proven by thousands of ServiceTitan users. Therefore, unlike application service providers that offer customizable installed software, acceptance testing does not make sense given ServiceTitan’s business model.
Does ServiceTitan offer professional services?
Yes, ServiceTitan can and does provide professional services for the implementation, integration, and configuration of the Service. ServiceTitan will provide a statement of work for your review in connection with these professional services. ServiceTitan professional services are solely for the implementation, integration, and configuration of the Service and are not, at the code level, unique to any individual customer. Therefore, there are no deliverables to customers and ServiceTitan retains ownership of our work to repeat the same or similar professional services for all customer engagements.
Additional configurations and overviews
See what feature configurations you can turn on or off without needing to contact Technical Support:
Learn more about the various resources ServiceTitan provides to help you maximize your use and take full advantage of ServiceTitan:
Security and contract information
Learn more about your security and how ServiceTitan protects your data:
Learn more about ServiceTitan's enterprise cloud subscription service:
Tax information
Learn more about ServiceTitan's tax guidelines.