How ServiceTitan’s New Partnership Policy Impacts Hatch

As Hatch prepares to head to Pantheon next week (come see us at Booth #78!), we were excited to read ServiceTitan’s recent update to their App Marketplace. In their blog post announcing the update, ServiceTitan laid out the following priorities for their updated partner program:

• Security and privacy best practices should be more thoroughly validated to protect business and customer data.
• Partner capability claims require more thorough vetting to ensure we can confidently vouch that apps "do what they say on the box."
• Reliability and performance standards must be rigorously tested to ensure your ServiceTitan platform continues running smoothly.
• Ensuring that customers’ investment in the ServiceTitan platform becomes more valuable as they add more apps – with a unified user experience and single source of truth for accessing their data.

As a current ServiceTitan Gold Partner With >1,000 ServiceTitan customers using Hatch as their AI CSR operating system, we are excited to showcase our secure, reliable and compliant platform within this new program.

App Marketplace Certification Summary

To help ensure that ServiceTitan customers receive access to secure, privacy compliant and vetted partners via their App Marketplace, a new certification process is being rolled out following Pantheon. According to ServiceTitan’s blog post, there are two categories of partners:

1. Certified partners that are focused on delivering tools for “broad distribution across many customers.”
2. Customers or third parties that want to build custom solutions that “aren't vetted by ServiceTitan, require development and maintenance from the third party, aren't available for wide distribution, and fall outside ServiceTitan's support scope.”

Hatch is already preparing for our certification and to fit in that first bucket. We are eager to engage in this process and deliver on the following goals that ServiceTitan lays out in their post:

✔ Guaranteed pre-built solutions: Apps integrate seamlessly into the ServiceTitan platform with minimal cost and effort—far more efficiently than custom integrations.

✔ Enhanced security and reliability: Apps undergo comprehensive oversight of security, privacy, and reliability practices, significantly reducing risk for your business.

✔ Comprehensive support: Both ServiceTitan and partner support teams will be equipped to assist with any issues or escalations.

Adaptive Capacity Planning Support

We recognize many of our customers are evaluating software solutions that claim to support ACP natively. Since this represents a custom build, there is a chance that these other solutions won’t qualify for ServiceTitan certification.

To avoid this risk and prepare for certification, Hatch is going to wait to release support for Adaptive Capacity Planning (ACP) as it’s not currently officially supported within ServiceTitan’s API for partners. We know our many ServiceTitan customers want to use Hatch’s AI CSR operating system to book directly within ServiceTitan via ACP. As soon as ServiceTitan officially releases support via their partner APIs, we will be first in line to support it.

See you at Pantheon

We are happy to discuss how Hatch integrates with ServiceTitan and helps our customers use AI CSRs to generate revenue more efficiently.

Visit us at Booth #78 at Pantheon next week!