Legal
Service Level Agreement
Effective Date: August 23, 2026 | Applies to all active service engagements
1. Purpose
This Service Level Agreement ("SLA") defines the standards of service that Security Insight Consultants, LLC ("Company") commits to providing to its clients. This SLA is incorporated by reference into all Service Agreements and Statements of Work.
2. Response Time Commitments
| Request Type | Response Time | Resolution Target |
|---|---|---|
| Initial inquiry / quote request | Within 24 business hours | Proposal within 3 business days |
| Urgent security concern | Within 4 business hours | Consultation within 24 hours |
| General questions (active client) | Within 1 business day | Within 2 business days |
| Report revision requests | Within 2 business days | Within 5 business days |
| Follow-up assessment scheduling | Within 2 business days | Scheduled within 2 weeks |
3. Deliverable Standards
3.1 On-Site Assessment Reports
Written assessment reports will be delivered within 5–10 business days following the completion of an on-site assessment, unless otherwise specified in the SOW. Reports will include executive summary, findings, risk ratings, and prioritized recommendations.
3.2 Report Quality
All reports will be reviewed by a senior consultant before delivery. Reports will be clear, professional, and actionable. One round of revisions is included at no additional charge within 30 days of delivery.
3.3 Verbal Briefings
For engagements that include a verbal briefing, the briefing will be scheduled within 5 business days of report delivery unless the Client requests otherwise.
4. Consultant Availability
Business hours are Monday through Friday, 8:00 AM to 5:00 PM Eastern Time, excluding federal holidays. Emergency consultations outside business hours may be available for an additional fee as specified in the SOW.
5. On-Site Visit Standards
- Consultants will arrive within 15 minutes of the scheduled appointment time.
- Consultants will carry professional identification and credentials.
- All consultants are background-checked and bound by confidentiality agreements.
- Site visits will be conducted professionally and with minimal disruption to operations.
- Consultants will debrief the primary contact before departing the site.
6. Client Responsibilities
To enable us to meet these service levels, Clients agree to:
- Provide timely access to facilities and relevant personnel
- Respond to information requests within 2 business days
- Designate a primary point of contact for the engagement
- Provide accurate and complete information relevant to the assessment
7. Service Credits
If Security Insight Consultants, LLC fails to meet a committed deliverable deadline without cause attributable to the Client, the Client may request a service credit of up to 10% of the engagement fee for each week of delay, not to exceed 30% of the total engagement fee. Service credits are the Client's sole remedy for missed deadlines.
8. Exclusions
Service level commitments do not apply during: force majeure events, Client-caused delays, periods when Client has outstanding unpaid invoices, or circumstances beyond our reasonable control.
9. Review and Updates
This SLA will be reviewed annually. Clients will be notified of material changes at least 30 days in advance.
10. Contact
To report a service issue or request a service credit:
Security Insight Consultants, LLC
Email: [email protected] | Phone: (423) 889-LOCK