Standard
Business hours
<120sresponse
- <120s response time
- 5 languages
- Daily reporting
- Shared escalation
- Monthly review
- Response time
- <120s
- Languages
- 5 languages
- Headcount
- Shared lead
- Reporting
- Daily reports · monthly review
- Pricing
- On request
SLAs · Operational commitment
Three tiers, one delivery standard
Every tier ships with documented SLAs, dedicated leads and periodic reviews. What changes is response time, language breadth and reporting cadence.
Tiers
Tiers
Premium
Extended 20/7
<45sresponse
- <45s response time
- 12 languages
- Real-time dashboard
- Dedicated lead
- Weekly review
- Response time
- <45s
- Languages
- 12 languages
- Headcount
- Dedicated lead + embedded QA
- Reporting
- Real-time dashboard · weekly review
- Pricing
- On request
Mission-Critical 24/7/365
Always-on
<20sresponse
- <20s response time
- 18 languages
- Embedded team
- Pager-duty escalation
- Continuous audit
- Response time
- <20s
- Languages
- 18 languages
- Headcount
- Embedded team · head trader and CS lead
- Reporting
- Real-time dashboard · daily review + quarterly audit
- Pricing
- On request
What changes between tiers
What changes between tiers
| Standard | Premium | Mission-Critical 24/7/365 | |
|---|---|---|---|
| Response time | <120s | <45s | <20s |
| Languages on shift | 5 | 12 | 18 |
| Headcount model | Shared lead | Dedicated lead + embedded QA | Embedded team · head trader & CS lead |
| Reporting cadence | Daily report · monthly review | Real-time dashboard · weekly review | Real-time dashboard · daily review + quarterly audit |
| Escalation | Email + queue | Pager-duty + on-shift lead | Pager-duty + named on-call · 24/7/365 |
| Audit & compliance | Quarterly internal audit | Quarterly client-facing audit | Continuous audit · regulator-friendly export |
How to read this SLA
How to read this SLA
Response time is a contractual commitment, not an observed average. It is measured from incident log to first qualified human intervention. Coverage scope defines the hours in which the SLA applies, outside those hours, a best-effort contract applies. The numbers above reflect rolling 90-day medians across active engagements; per-engagement SLAs are written into the contract.
Need something outside these tiers?
Custom SLAs are part of what we do. Drop us a line describing your product, regions and peaks, we reply within one business day with a written proposal.
Ready to talk about your operation?
Drop us a line, we reply within one business day.