Service Level Agreement (SLA)
A contract clause defining measurable performance commitments a security vendor must meet.
SLAs in physical security typically cover response time to alarms, patrol frequency, DAR submission windows, officer no-show rates, and incident escalation timelines. Missing an SLA is the leading cause of contract loss at renewal.
How SNTNL uses it
SNTNL tracks SLA thresholds in real time and flags at-risk shifts before the SLA breaks, so supervisors can intervene while there's still time.