2024 Service Level Agreement
The defined terms used in this article, are as per the Service Partner Master Services Agreement.
Service Partners are expected to achieve to the following Service Levels. Performance will be measured in the Performance Dashboard. Allocation of new Work Orders will be made on the basis of performance against these metrics.
SLA 1: Closing Jobs in Chase Partner App
- Description: Officers are required to close all Jobs contemporaneously using the Chase Partner App.
- Service Level:
- Under 100 Jobs: Minimum 85% usage
- 100-500 Jobs: Minimum 94% usage
- Over 500 Jobs: Minimum 98% usage
- Usage is measured as a percentage of app versus non-app Job completion per month.
- Admin Fee: £5 per Job that is not closed in real-time via the Chase Partner App. This fee applies to every Job if the Service Partner fails to meet the minimum Service Level percentage. For example, at an 84% usage level, 16% of Jobs for that month will incur the Admin Fee.
SLA 2: Response Services
- Description: Responding to any type of assigned response service.
- Service Level:
- Acceptance speed of under 5 minutes, measured as the time difference between an alarm being booked in our system, and the time of your acceptance.
- Median Response Time of under 60 minutes, measured as the time difference between an alarm being passed to the Service Partner, and the arrival time at the Property.
- Completion rate of 99% or higher, measured as a successfully delivering the Job.
SLA 3: On-Demand Services
- Description: Accepting and completing any type of on-demand service (an additional booking, outside of any regular subscribed services).
- Service Level:
- Accuracy of 95% or higher, measured as accepting or declining an on-demand Job within 50% of the notice period (e.g. a job booked at 12:00 for delivery at 16:00, must be accepted by 14:00).
- A completion rate of 95% or higher, measured as successfully delivering the Job.
SLA 4: Subscribed Services
- Description: The completion of any type of Subscribed Service (a regular and ongoing service that is auto-generated by Chase).
- Service Level:
- Accuracy of 95% or higher, measured as arriving within a 15 minute time window either side of the scheduled Job time.
- A completion rate of 99% or higher, measured as successfully delivering the Job.
SLA 5: Acceptance of new Properties/Work Orders
- Description: Accepting or declining a new Property to service.
- Service Level:
- Responsiveness/ promptness of 90% or higher, measured as accepting/declining a Property within 24 hours of receipt of the Work Order.
Remediation Process:
In the event that the Service Partner does not meet the SLAs, TKC may, at its discretion, provide an opportunity for the Service Partner to address and correct the failure. This could include a formal review, additional training, or other forms of support. If the Service Partner continues to fail the SLAs post-remediation, TKC may terminate the Agreement.