Types of SLAs Neoflo Offers
Neoflo defines SLAs across the dimensions that matter most for back-office operations. During your pilot design phase, you choose which SLAs apply to your processes and set the specific targets together with your Neoflo account team.Processing Turnaround Time
The maximum time from task ingestion to completed output — for example, an invoice fully processed and posted within four business hours of receipt. Turnaround SLAs can be set at the process level or by transaction type.
Accuracy Rate
The percentage of tasks processed without errors requiring correction — for example, 99%+ accuracy on invoice field extraction. Accuracy is measured against ground truth on a rolling basis and reported monthly.
Exception Resolution Time
The maximum time from exception flag to specialist resolution — ensuring that even complex edge cases don’t create downstream delays. Resolution SLAs are set separately from processing SLAs to reflect the additional handling required.
Touchless Processing Rate
The percentage of tasks completed entirely by AI without human intervention — for example, 95% of invoices processed with no specialist touch. This SLA tracks automation performance and ensures the AI is carrying its expected load.
CSAT Score
For customer support operations, Neoflo tracks customer satisfaction scores on resolved tickets. A minimum CSAT threshold can be set as a contracted SLA, ensuring that quality doesn’t slip under volume pressure.
Custom SLAs
Have a metric that matters to your business but isn’t listed here? Neoflo can define custom SLAs around any measurable outcome — reconciliation match rates, approval cycle times, first-contact resolution rates, and more.
How SLAs Are Set
SLAs are co-defined with your Neoflo account team before go-live — not imposed on you from a standard price sheet. The process starts during the pilot design phase, where Neoflo benchmarks your current process performance, models expected AI performance for your document mix, and proposes targets that are ambitious but contractually defensible.Define Your Requirements
You and your Neoflo account team identify which processes will be in scope and what outcomes matter most — turnaround time, accuracy, exception volume, or support quality. Neoflo reviews your current baselines and documents your operational requirements.
Agree on Targets
Neoflo proposes specific, measurable SLA targets for each process. You negotiate and agree on the final numbers, which are written into your service agreement. Financial penalties for misses are defined at this stage.
Monitor in Real Time
Once live, all SLA metrics are tracked continuously and displayed on your real-time Reporting and Analytics dashboard. You can see current adherence at any time — no waiting for a monthly report.
What Happens If Neoflo Misses an SLA
SLA misses trigger an automatic billing adjustment. The specific reduction — typically a percentage of the monthly fee for the affected process — is defined in your service agreement and applied without requiring you to raise a dispute. Neoflo’s operations team is also required to deliver a root cause analysis within five business days and a documented remediation plan within ten. This process is designed to make SLA accountability frictionless for you. You don’t need to chase a credit — it’s applied. You don’t need to diagnose the problem — Neoflo does that and tells you what changed.Financial accountability is written into every Neoflo service agreement. SLA miss = reduced billing, automatically. You never need to argue for a credit or file a formal dispute to receive it.