What Gets Measured
Gets Delivered
Formal SLA definitions for the metrics that matter, measured automatically by our own system logs rather than a self-reported dashboard, not a claim of third-party audit.
Four SLAs, Defined and Measured
Looking for baseline vs. typically-achieved ranges instead? See the Performance Model.
Measured, Logged, Then Reported, In That Order
Automated Measurement
The Master Control Room measures every SLA metric continuously, not a manual sample.
Evidence-Logged Proof
Each measurement is backed by an evidence record, not a self-reported dashboard number.
Internal Audit-Ready Trail
Records follow the same internal governance and change-control process used for compliance audits, not yet a completed third-party audit.
Client-Visible Reporting
SLA status is available as a report or dashboard, not held internally.
Not a Number Someone Typed In
Not Self-Reported
Numbers come from system logs and evidence records, not a manually assembled summary.
Evidence-Backed
Every SLA measurement traces back to a timestamped, attributable event.
Continuously Monitored
Deviations are flagged in real time by the Master Control Room, not caught in a monthly review.
Audit-Exportable
SLA history can be exported as evidence for a client or regulatory audit.
The Escalation Path
Frequently Asked Questions
How is this different from the Performance Model page?
Performance Model shows the baseline, commitment, and typically-achieved range for each metric. This page is the formal SLA definition for each one: what's measured, the target, and the measurement window, plus how compliance is verified.
Who verifies SLA compliance?
Measurement is automated through the Master Control Room and backed by our own evidence logs, following the same internal governance process used for compliance audits; it isn't a number the account team reports manually. This is system-verified, not (yet) a completed third-party audit.
What happens if an SLA is missed?
A deviation triggers an automatic notification and root-cause review, the same escalation path used for compliance incidents, ending in a logged corrective action and verified closure.
Want the SLA terms in writing?
Ask for a sample SLA agreement and verification report on your demo call.