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SLA
Our commitments under the Remote Pro Ai Guarantee, measured live, with credits applied automatically.
SLA metrics
| Metric | Commitment | This month | Last 12 months | Status |
|---|---|---|---|---|
| Shortlist time | 48 hours (self-serve) · named candidates within 72 hours | 41 hours | 44 hours | Met |
| Start date | 4 working days (every seat: bench, off-bench or onsite) | 4 working days | 4 working days | Met |
| Availability | At least 95% | 98.6% | 98.1% | Met |
| Support response | P1 1 hour · P2 2 hours · P3 4 hours | P2 · 1 h 12 min | P2 · 1 h 25 min | Met |
Start-date history
| Engineer | Committed | Actual | Days late | Credit |
|---|---|---|---|---|
| Engineer A | 2 Aug 2026 | 2 Aug 2026 | 0 | — |
| Engineer B | 2 Aug 2026 | 2 Aug 2026 | 0 | — |
| Engineer C | 2 Aug 2026 | 2 Aug 2026 | 0 | — |
| Engineer D | 2 Aug 2026 | 2 Aug 2026 | 0 | — |
Breaches logThe clock was paused because a task your team owned was open. See the blocker record.
| Date | Commitment | Cause | Credit | Status |
|---|---|---|---|---|
| 12 Oct 2026 | Availability | Remote Pro Ai | SAR 2,179 | Credited |
Credits earned & applied
View credit note
- Earned this quarterSAR 2,179
- Applied to invoicesSAR 2,179
- PendingSAR 0
Credit caps
Credits are capped at 15% of the affected squad’s monthly fee, as set in your SOW. Late-start credits are 1 day of fees per late working day, up to 10 days per engineer.
0% of this month’s cap used
Methodology & exclusions
We measure every commitment from system timestamps, not manual entries. Clocks pause only for documented reasons.
Blockers owned by your team (with the record linked) · Leave and public holidays agreed in advance · Force majeure as defined in your MSA