Service Level Agreement

Purpose

This Service Level Agreement (SLA) summarises the standards of service clients can expect from Secure Chain. Specific commitments for your matter are set out in your written engagement scope.

Communication

Every engagement is assigned a named account manager as your single point of contact. We aim to acknowledge new enquiries promptly and to keep you updated at each significant stage of your case.

Our service standards include:

• A free initial assessment before any engagement is scoped
• A written scope and fee agreement before substantive work begins
• Regular, clear progress updates in plain English
• Source-linked documentation of our findings

Scope and limitations

Timelines can be affected by factors outside our control, such as the responsiveness of exchanges and authorities. Where this affects your matter, we will tell you. This SLA does not guarantee any particular outcome; please see our Financial Disclaimer.