Service Level Agreement

1. Executive summary

SLA terms

Defined in the statement of work and finalized during scoping

Milestones

Established based on project scope and volume requirements

Acceptance

Criteria documented for each deliverable phase

Quality gates

Implemented throughout the production workflow

Change control

Procedures defined for scope modifications

Reporting

Cadence and audit artifacts agreed upon contractually

Remediation

Procedures documented for non-conformance scenarios

Escalation

Communication protocols established for status and escalations

2. Delivery model

Data delivery follows a milestone-based approach structured around project phases and volume requirements.

Milestone structure: Delivery milestones are established during scoping based on total volume, complexity, and timeline requirements. Each milestone includes defined deliverables and acceptance checkpoints.

Delivery format: Data is delivered according to technical specifications agreed upon during scoping. Delivery methods and access mechanisms are documented in the statement of work.

Progress tracking: Production status is communicated according to the agreed reporting cadence. Milestone completion is formally acknowledged through the acceptance process.

Specific milestone schedules, delivery timelines, and volume commitments are defined contractually during scoping.

3. Acceptance criteria

Acceptance criteria define what constitutes successful delivery for each milestone and final deliverable.

• Format compliance with agreed technical specifications
• Quality metrics validation against defined thresholds
• Documentation completeness (metadata, provenance, consent records)
• Sample validation by client team where applicable
• Delivery method and access verification

Acceptance process: Formal acceptance follows review of deliverables against documented criteria. Acceptance periods and procedures are specified in the statement of work.

Specific acceptance thresholds and validation procedures are defined contractually during scoping.

4. Quality gates

Quality gates are checkpoints implemented throughout the production workflow to ensure deliverables meet agreed standards.

Collection gate: Validation at point of collection including technical quality checks and consent verification.

Processing gate: Quality validation during processing phases including format compliance and metadata completeness.

Pre-delivery gate: Final quality validation before milestone delivery including comprehensive QA review.

Remediation: Non-conforming items are flagged for remediation. Remediation procedures and timelines are documented in the SLA terms.

Specific quality thresholds, validation methods, and gate criteria are defined contractually during scoping.

5. Change control

Change control procedures govern modifications to scope, timeline, or deliverables after engagement commencement.

Change request process: Scope changes are submitted through documented channels. Each request is assessed for impact on timeline, resources, and deliverables.

Impact assessment: Changes are evaluated for impact and documented. Assessment includes timeline implications, resource requirements, and any adjustments to agreed terms.

Approval workflow: Changes require approval from designated stakeholders before implementation. Approval procedures are defined in the engagement agreement.

Documentation: Approved changes are documented as amendments to the statement of work. Change history is maintained for audit purposes.

6. Reporting and audit artifacts

Reporting provides visibility into production status, quality metrics, and milestone progress throughout the engagement.

Status reporting: Production status reports are provided according to agreed cadence. Reports include progress against milestones, volume metrics, and any issues or blockers.

Quality reporting: Quality metrics are reported at agreed intervals. Reports include validation results, non-conformance tracking, and remediation status.

Audit documentation: Audit artifacts are available for compliance and internal review. Documentation includes:

• Provenance records for delivered data
• Consent documentation and verification records
• Quality validation logs and gate passage records
• Change control documentation and approval history
• Delivery acknowledgment and acceptance records

Reporting cadence, content requirements, and audit access procedures are defined contractually during scoping.

7. Procurement and operations FAQ

When are SLA terms finalized?

SLA terms are defined in the statement of work and finalized during scoping. We work with your procurement and project teams to establish terms that align with your internal requirements.

How are delivery milestones structured?

Delivery milestones are established based on project scope, volume requirements, and complexity. A milestone schedule is provided during scoping and documented in the statement of work.

What constitutes acceptance for delivered data?

Acceptance criteria are documented for each deliverable phase. Criteria typically include format compliance, quality metrics validation, and documentation completeness. Specific thresholds are defined contractually during scoping.

What happens if quality does not meet agreed standards?

Remediation procedures are documented in the SLA for non-conformance scenarios. These include notification procedures, root cause analysis, and corrective action timelines. Specific remediation terms are defined during scoping.

How are scope changes handled?

Change control procedures are defined for scope modifications. Change requests are documented, impact assessed, and approved through agreed channels before implementation. Amendment procedures are specified in the engagement agreement.

What reporting is provided during production?

Reporting cadence and content are agreed upon contractually. Reports typically include production status, quality metrics, and milestone progress. Specific reporting requirements are defined during scoping.

Can we receive audit documentation?

Audit artifacts are available for compliance and internal review. Documentation scope and access procedures are defined in the engagement agreement. Specific audit requirements are addressed during scoping.

How are escalations handled?

Communication protocols for status updates and escalations are established during scoping. Escalation paths and response expectations are documented in the SLA terms.

Do you support enterprise procurement requirements?

Yes. We work with procurement teams to address enterprise requirements including vendor assessment questionnaires, security documentation, and compliance certifications. Requirements are addressed during scoping.

Can SLA terms be customized for our organization?

SLA terms are defined during scoping based on project requirements and organizational needs. We work with your legal and procurement teams to establish appropriate terms.

SLA terms and specific service levels are defined during scoping based on your project requirements.