SLA & Programs: are you meeting carrier service levels

What SLA Compliance shows

Every carrier and TPA program you work under comes with a service-level agreement, whether it is written into a program manual or just the pace they expect from a preferred vendor: photos on file within a window, moisture readings logged on schedule, a response inside so many hours, a rework rate that stays low. Most operators find out they slipped only when a scorecard email lands with a warning, or worse, when the program manager calls. SLA Compliance is where Verinode reads the scorecards your carriers and TPAs already send you and tells you, metric by metric, whether you are meeting the bar, drifting toward it, or already failing it, before it becomes a formal notice.

Verinode does not grade you against a number it invents. It reads the actual and target values a carrier publishes on its own scorecard, and computes the status the same way the carrier does, correcting one thing the raw data gets wrong: metrics like response time and rework rate are better when the number is lower, and a naive "actual vs. target" calculation would mark a fast carrier as failing. Verinode grades every metric in the direction it is supposed to be graded.

Where to find it

Open Clients from the sidebar at iq.verinode.ai/clients. SLA Compliance shows up in two places:

• The SLA Compliance tile, in the horizontal row of tiles on the Clients home page, alongside Book of Business, Health, and Scorecards. Click it to open the Scorecards view, a roster of every carrier and TPA with scorecard data on file, and any open improvement tips generated from your latest scorecards. Selecting a client from that roster opens its detail card.
• The SLA & Programs tab inside a carrier or TPA's own detail card. Open any carrier or TPA from the client roster and select the SLA & Programs tab (it carries a badge showing the number of at-risk or failing metrics, when there are any). This is where the full metric-by-metric breakdown lives, along with your own cycle-time target for that carrier.

Private-pay and commercial clients do not have an SLA & Programs breakdown: their tab reads "Private-pay clients don't publish service-level scorecards. Verinode tracks SLA compliance on carriers and TPAs." Scorecard SLA tracking is a carrier and TPA program feature.

The SLA Compliance tile on Clients home

The tile is teal-accented and reads one of three ways, depending on what has flowed in:

• No scorecard metrics yet. When no carrier or TPA in your book has a gradeable scorecard metric on file, the tile shows a dash and the subtitle "No scorecard metrics yet." There is no gauge.
• "On track." When every carrier and TPA with tracked metrics is meeting its targets, the tile's headline reads On track, and the subtitle names how many carriers are tracked, for example "6 carriers tracked."
• A count. When one or more carriers has at least one metric at risk or failing, the tile's headline is that count (the number of carriers, not the number of metrics), and the subtitle reads "carriers at risk or failing."

Below the headline, a small gauge shows the share of your tracked carriers currently on track, with shading that shifts as that share crosses roughly seventy and ninety percent, so you can see portfolio-wide SLA health at a glance without opening a single client. Click the tile to drill into the Scorecards view and see which carriers are behind.

The SLA & Programs tab, metric by metric

Open any carrier or TPA and select SLA & Programs. What you see depends on whether Verinode has scorecard data for that relationship yet.

Before any scorecard has landed

If nothing has been ingested for this carrier, the tab reads:

"Scorecard SLA metrics appear here as carrier scorecards flow in. Forward the next scorecard email from [Client Name] to your Verinode address, or use Add Data. The metrics land here automatically."

Nothing to configure here beyond that: forward the email, or upload the scorecard document through Add Data, and Verinode extracts the metrics and matches them to this carrier automatically.

Once a scorecard is on file

The tab opens with your cycle-time target control (covered below), then, when there is at least one gradeable metric, the compliance breakdown itself.

The warning banner. If any metric on this carrier is at risk or failing, a colored callout sits above the breakdown. It leads with a count, for example "2 metrics failing" (in Ember Red) or "1 metric at risk" (in Hard Hat Yellow), whichever is worse, followed by:

"Sustained misses on a carrier scorecard can trigger a formal notice and put program work at risk."

When at least one metric is failing outright, it adds: "Focus the worst metric first."

The period. Just above the metric list, a line reads the period the numbers cover, for example "Period ending Jun 30, 2026", taken from the most recent scorecard period this carrier has reported. Verinode always shows the latest period on file for each metric; older scorecards roll off as new ones arrive.

The metric rows. Each row shows:

• The metric's name in plain language: Response Time, Moisture Readings, Photo Documentation, Drying Logs, Documentation Completeness, Rework Rate, Complaint Rate, or Supplement Approval Rate. These are the eight metrics Verinode recognizes on carrier and TPA scorecards; whichever ones a given carrier actually publishes are the ones that show up here, so not every carrier shows all eight.
• Your actual value, formatted for its unit: response time in days (e.g. "2.5 d"), everything else as a whole-number percentage (e.g. "94%").
• The target, shown next to the actual value as "vs [target] target" when the carrier published one, or "no target on file" when it did not. A metric with no target can't be graded, so it shows no status.
• A status label on the right: On track, At risk, or Failing, colored green, yellow, or red respectively (Verinode's Expand/Maintain/Analyse signal palette). Rows sort worst-first, so failing metrics sit at the top and on-track ones at the bottom.

How status is computed. Verinode reads whether a lower number or a higher number is good for that specific metric, then compares your actual to the target as a ratio:

• Higher-is-better metrics (Moisture Readings, Photo Documentation, Drying Logs, Documentation Completeness, Supplement Approval Rate): you are On track at 90% of target or above, At risk between 70% and 90%, and Failing below 70%. A 94% completeness rate against a 95% target reads On track; the same rate against a 100% target still reads On track, since 94% is above the ninety-percent floor of that target.
• Lower-is-better metrics (Response Time, Rework Rate, Complaint Rate): you are On track at or under 110% of target, At risk between 110% and 130%, and Failing beyond 130%. A 2.5-day response against a 4-day target is well inside the On track band, even though 2.5 is "below" 4, because for this metric below is good.

Setting your own cycle-time target

Above the metric breakdown, every carrier and TPA with a canonical match (a resolved identity, so the target has something stable to attach to) shows a "Your Cycle-Time Target" section with a single editable field: "Cycle-time target (days)."

This target is separate from the scorecard metrics above. Scorecard metrics are retrospective, they tell you how you performed over a reporting period a carrier already closed. The cycle-time target is forward-looking: it is the number of days you are willing to hold yourself to, assignment-to-completion, on every open job with this carrier, and it feeds the per-job SLA clock you see on job rows in the Jobs section.

Before you set one. The field is empty, with the placeholder "Using peril default." The hint under it reads:

"No target set. Open jobs use the peril-aware default. Set your own to grade this carrier against your bar."

Until you set a number, Verinode grades your open jobs with this carrier against a default that varies by the type of loss (peril): water mitigation and biohazard jobs get a shorter clock than a full reconstruction, because a rebuild legitimately runs longer. This keeps the SLA from false-alarming on a 60-day fire rebuild that is actually on pace, or missing a water job that has quietly sat open for three weeks.

Setting a target. Type a number of days and save. The hint changes to:

"Open jobs with this carrier are graded against this target; clear it to revert to the default."

Once set, every open job with this carrier, regardless of its peril, is graded against your number instead of the peril default. This is the right move when a carrier's actual program SLA is tighter (or looser) than Verinode's general-purpose default, or when you simply want a stricter internal bar for a carrier you are trying to protect a program relationship with.

1. 1Open Clients in the sidebar and select a carrier or TPA.
2. 2Go to the SLA & Programs tab.
3. 3Under Your Cycle-Time Target, click into Cycle-time target (days) and enter the number of days you want to hold yourself to on this carrier's jobs.
4. 4Save. The target takes effect immediately on that carrier's open jobs.
5. 5To go back to the peril-aware default, clear the field and save with it empty.

How the target is used. Your own target, when set, always wins over the built-in peril default for this carrier. Jobs assigned to this carrier are then classified on a simple clock: on track while comfortably inside the target, at risk once a job has used about three-quarters of its target days without closing, and breached once it runs past the target. A closed job is graded once, as met or breached, based on how many days it actually took from assignment to completion.

Reading the whole picture together

The scorecard breakdown and the cycle-time target answer two different questions, and worth keeping straight:

• "Am I meeting this carrier's own published bar?", the scorecard metrics, graded against whatever the carrier's own scorecard reports as actual and target.
• "Am I closing jobs with this carrier inside my own bar?", the cycle-time target, graded against a number you choose (or the peril default), applied to your open jobs in real time rather than waiting for a scorecard.

A carrier can look fine on last quarter's scorecard while your current open jobs with them are quietly running long, or vice versa. Checking both gives you the retrospective read and the live one in the same tab.

Best-practice example

Say a TPA's scorecard shows Documentation Completeness at 82% against a 95% target and Response Time at 3.1 days against a 2-day target. Documentation Completeness reads at 86% of target, that is At risk. Response Time reads at 155% of target, that is Failing, since for a lower-is-better metric anything past 130% of target fails. The banner leads with the failing metric and tells you to focus there first: a slow response is what puts program standing at risk fastest, and it is also usually the more fixable of the two, a process and staffing question rather than a documentation habit that has to be retrained across a crew. Once the response pattern is addressed, set a cycle-time target for this TPA slightly under their published response window, so your open jobs surface an at-risk flag before you slip again, rather than finding out on the next scorecard.

Data sources