Felcorp Support BPO Service Level Agreement Options

What SLAs Do

Service Level Agreements define the measurable performance standards that Felcorp commits to across every engagement. They exist to protect both parties by establishing clear expectations, quantifiable metrics and formal remedies when those standards are not met. For a foundational overview of what SLAs are in BPO and why BPOs need SLAs and KPI targets, refer to the Learn BPO section.

SLAs are not general quality promises. They are specific, documented commitments tied to individual deliverables with defined compliance thresholds, breach criteria and remediation procedures. For detail on how SLAs interact with the trial guarantee, refer to the Trial Money Back Guarantee.

How SLAs Are Established

SLAs are contractually set during the trial engagement. The trial period is where your practice's performance expectations are formally captured, tested against real workflow and locked into the agreement before transitioning to a full engagement. This ensures that every SLA reflects actual operational reality rather than assumptions made before work begins.

For Full Time Staff and Pod Engagements, the SLAs established during the trial carry forward into the full engagement agreement. They can only be adjusted through a formal variation process at a scheduled engagement review.

For On Demand Services, formal SLAs are not applied by default. On Demand work operates under Felcorp's standard operational quality framework, which includes internal QA review and turnaround targets but does not carry contractual breach or remediation provisions. Clients who require specific SLA commitments on On Demand work can request them, and where agreed, those SLAs are documented on a per-job or per-engagement basis.

The process for establishing SLAs follows a consistent structure:

1. Your practice's performance expectations are documented covering time budgets, turnaround windows and quality thresholds.
2. Felcorp reviews each requirement and confirms whether the proposed metrics are achievable within the engagement scope.
3. Where Felcorp proposes an adjustment to a metric, you approve or decline the revised target.
4. On mutual agreement, the deliverable becomes a Deemed SLA Deliverable with binding performance obligations.

Only deliverables that have completed this process are measured under the SLA framework. Work undertaken outside agreed SLA parameters, or work where expectations were not formally documented, does not carry SLA obligations.

What Qualifies as a Deemed SLA Deliverable

A Deemed SLA Deliverable is any job or task that has been formally scoped, reviewed by the assigned Felcorp staff member and accepted as achievable within the agreed performance metrics. The classification requires three conditions to be met:

• The deliverable has a documented time budget or turnaround commitment accepted by both parties
• The scope, requirements and any dependencies have been confirmed in writing
• Felcorp has formally accepted the performance target as achievable

Deliverables that do not meet all three conditions are managed under Felcorp's standard operational quality framework but are not subject to SLA breach provisions.

SLA Categories

The following example illustrates how each SLA category applies to a single deliverable. A client advisory report has been submitted with an agreed time budget of 8 hours and a turnaround of 5 business days. The Felcorp staff member has reviewed and accepted both targets, making it a Deemed SLA Deliverable.

SLA Metrics Summary

The table below summarises the SLA metrics for the example client advisory report.

What Excludes Felcorp from an SLA Breach

SLA compliance is assessed strictly on performance within Felcorp's control. A breach will not be recorded where the non-performance was caused wholly or partly by any of the following:

• Delayed or incomplete software access, credentials or system permissions provided by the client
• Changes to scope, requirements or instructions after the job was accepted under SLA
• Incomplete, unclear or conflicting instructions from the client
• Delays in client responses, approvals or reviews required to progress the work
• Third-party system outages, software failures or dependencies beyond Felcorp's control
• Force majeure events

Where any of these factors contributed to a missed SLA, the deliverable is assessed on the basis of what was reasonably achievable given the circumstances. If the client was the primary cause of the delay, the SLA obligation for that deliverable is forfeited entirely.

Remediation on SLA Breach

When a confirmed SLA breach occurs, Felcorp applies a structured remediation process. The specific remedy depends on the SLA category breached.

Time budget breach: All time accrued beyond the compliance threshold is classified as Remediated Time. Remediated Time is provided at no cost to the client and is delivered in addition to the contractually agreed hours. In the example, the 0.7 hours beyond the 8.8-hour ceiling would be credited back. Remediation must be completed by the end of the calendar month following the breach.

Turnaround time breach: Where a delivery deadline is breached, 50% of the total job time is classified as Remediated Time. In the example, a confirmed turnaround breach on an 8-hour job would result in 4 hours credited at no cost. This time must be completed by the end of the following calendar month. Remediated Time is in addition to contracted hours.

Quality breach: Where an accuracy SLA is breached, Felcorp will rework the affected deliverables at no additional cost within an agreed remediation window. The rework is subject to the same QA review standards as the original output.

All remediation is tracked and reported through the regular SLA performance reporting cycle.

Performance Failure Thresholds

Felcorp distinguishes between isolated SLA breaches and sustained performance failure. Isolated breaches are addressed through the remediation process described above. Sustained underperformance triggers a formal performance review.

Performance failure is defined as a pattern of SLA breaches that meets any of the following thresholds within a rolling 3-month period:

• Three or more breaches of the same SLA category across separate deliverables
• SLA compliance falling below 80% across all measured deliverables in a single reporting period
• Two or more unremediated breaches where Felcorp failed to complete the remediation within the required timeframe

Where a performance failure threshold is met, Felcorp initiates a formal performance improvement plan. The plan is documented, time-bound and includes specific corrective actions with measurable targets.

Performance Breach of Contract

If a performance failure is not resolved within the agreed improvement period, the client may treat the sustained non-performance as a material breach of the engagement agreement. This provides grounds for termination under the performance termination provisions of the relevant agreement.

For Full Time Staff Engagements, a performance breach entitles the client to terminate on 30 days notice. For Pod Engagements, the notice period and consequences are governed by the individually negotiated terms of the pod agreement.

A performance breach does not automatically entitle the client to a refund of fees already paid for completed work. It provides grounds for termination and, where applicable, waiver of any remaining commitment period obligations. For trial engagements, the refund process is governed separately by the Trial Money Back Guarantee.

SLA Reporting and Review

SLA performance is tracked continuously by Felcorp team leads using workflow data from timesheets, job completion records and QA logs. Performance reports are provided at intervals agreed in your engagement, typically monthly.

Reports include compliance rates by SLA category, a register of any breaches and their remediation status, and trend data showing performance over time. SLA terms can be reviewed and adjusted through a formal variation process at any scheduled engagement review or on request by either party.

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