plan

SLA & Quality Framework

Transparent, measurable service commitments — with monthly reporting and contractual service credits.

At Brocent, SLAs are not buried in the small print — they are front and centre in every client engagement. We define clear response and resolution targets for every priority level, measure our own performance monthly, and share results openly. Every plan includes contractual service credits if we miss our commitments.

Why Brocent

P1 first response: 15 minutes
P2 first response: 30 minutes
4-hour emergency on-site SLA
Contractual service credits for misses
Monthly reports + quarterly reviews
CSAT tracked per ticket

What's included

P1–P5 Priority Classification

Every ticket is classified P1 (Critical/Business Down) through P5 (Low/Cosmetic). P1 receives a 15-minute first response and 4-hour resolution target; P2 receives 30-minute first response. Classification criteria are agreed upfront and documented in the service contract.

On-Site SLA: 4-Hour Emergency / NBD Standard

Field dispatch SLAs are tiered: 4-hour emergency on-site response for P1/P2 incidents, and next-business-day (NBD) on-site for standard requests — measured from ticket creation to engineer arrival at site.

Monthly SLA Performance Reports

Every client receives a monthly report: SLA adherence rates by priority, total tickets raised/resolved, average response and resolution times, open ticket ageing, and trend comparisons versus prior months.

Quarterly Service Reviews

A structured quarterly service review with your account manager reviews performance against SLA, addresses systemic issues, previews upcoming changes, and updates the service improvement plan.

Contractual Service Credits

Brocent stands behind its SLAs with contractual service credits for missed P1/P2 targets. Credit rates and conditions are defined in the master service agreement — no disputes, no interpretation required.

CSAT Measurement

Customer satisfaction surveys are issued for every resolved ticket above P3 threshold. CSAT scores are included in monthly reports, and engineer-level performance reviews are conducted quarterly.

15 min

P1 first response target

4 hr

Emergency on-site SLA

99%+

SLA adherence target

NBD

Standard on-site delivery

Ready to get started?

Speak with a Brocent engineer about your requirements. We'll put together a proposal that fits your business and budget.