Decision · SLA Tier Match
Match your operation to the right tier
Four inputs, one recommended tier with reasoning. The output is the tier our operations leads would propose on a first call — refined later in a written SLA.
Recommended tier
Premium
Why
Multi-market or extended-shift operation that needs a dedicated lead, real-time dashboard and weekly review. Premium is where most regulated operators settle.
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 |
Download a sample weekly SLA dashboard
↓ Sample weekly SLA dashboard (SVG)↓ Sample shift handover note (HTML)
Ready to talk about your operation?
Drop us a line, we reply within one business day.