SLA Monitor

Every service level in the rate contract, how it has actually performed, and the penalty that follows from the schedule. Penalties are computed rather than negotiated — the point of writing them into the contract was to remove the negotiation.

₹9,91,020 in penalties across 7 breaches this quarter

The largest single contributor is Data Discovery & Classification — Dashboard refresh — meeting its target only 67% of the time. A service level that is missed this consistently is either wrongly set or wrongly resourced, and the answer determines whether the fix is contractual or operational.

Service levels

Measurements

Last three periods

Compliance

88%

Breaches

Penalty exposure

₹9,91,020

Breaches by service line

Breach counts concentrated in one service line usually indicate a delivery capacity problem rather than 24 independent failures.

Service level definitions

Targets and penalties as written into the rate contract. Editable here because a schedule that cannot be revised in the tool ends up being revised in a spreadsheet nobody can find.

Service	KPI	Target	Penalty	Performance	Accrued
SL-04 Data Discovery & Classification	Dashboard refresh	Weekly	₹2,000 per missed cycle	2/3	₹6,000
SL-07 Breach Response	Incident acknowledgement	1 hour, 24x7	₹25,000 per hour of breach	2/3	₹75,000
SL-07 Breach Response	Board initial notification filed	72 hours of discovery	₹1,00,000 flat	2/3	₹8,00,000
SL-07 Breach Response	Post-Incident Review report	30 days post-incident	₹5,000 per day of delay	2/3	₹25,000
SL-05 Access Assurance	Integration with Discovery and identity mapping	7 days from kick-off	₹5,000 per day of delay	2/3	₹15,000
SL-02 DPO as-a-Service	Data Principal request managed	30 days	₹10,000 per delayed request	3/4	₹70,000
SL-03 Consent Management Platform	Platform uptime	99.5% per month	10% of the monthly fee per 0.5% shortfall	3/4	₹20
SL-01 Gap Assessment & Audit	Report delivered from work order	8 weeks	1% of order value per week of delay	4/4	—
SL-02 DPO as-a-Service	Response to a department query	4 business hours	₹5,000 per instance beyond 5 breaches in a month	4/4	—
SL-03 Consent Management Platform	Go-live from work order	12 weeks	1.5% of order value per week of delay	4/4	—
SL-04 Data Discovery & Classification	First scan completed	10 weeks from work order	1% of order value per week of delay	4/4	—
SL-06 Training & Awareness	Programme commencement	4 weeks from work order	₹5,000 per week of delay	3/3	—
SL-06 Training & Awareness	Completion rate achieved	≥ 90%	Redelivery at no cost	3/3	—
SL-07 Breach Response	Preliminary assessment	4 hours of acknowledgement	₹10,000 per hour	3/3	—
SL-08 Data Loss Prevention	Integration with Discovery	14 days from kick-off	₹5,000 per day of delay	3/3	—
SL-09 AI Processing Guard	Integration with Discovery	14 days from kick-off	₹5,000 per day of delay	3/3	—
SL-10 Database Activity Monitoring	Integration with Discovery and database onboarding	60 days from kick-off	₹5,000 per day of delay	3/3	—
SL-11 Access Gateway	Integration with Discovery and endpoint deployment	7 days from kick-off	₹5,000 per day of delay	3/3	—

Breaches this quarter

Each one is attributable to a specific entity and period, which is what makes a set-off defensible.

SL-04Public Works DepartmentDashboard refresh · 2026-06 · target Weekly, actual 4 weeks3 over₹6,000

SL-07Revenue & Disaster…Incident acknowledgement · 2026-06 · target 1 hour, 24x7, actual 4 hours3 over₹75,000

SL-07Real Estate Regulatory…Board initial notification filed · 2026-08 · target 72 hours of discovery, actual 80 hours8 over₹8,00,000

SL-05Women & Child Development…Integration with Discovery and identity mapping · 2026-07 · target 7 days from kick-off, actual 10 days3 over₹15,000

SL-03Warehousing CorporationPlatform uptime · 2026-06 · target 99.5% per month, actual 101.5 percent2 over₹20

SL-07Citizen Services & Public…Post-Incident Review report · 2026-06 · target 30 days post-incident, actual 35 days5 over₹25,000

SL-02Citizen Services & Public…Data Principal request managed · 2026-08 · target 30 days, actual 37 days7 over₹70,000