What happens if you miss your response commitments?

Response performance is measured and reported to you, which means a miss shows up in your numbers whether or not anybody mentions it. That is the first and most important part, because at most providers you would never know.

A single miss gets an explanation. A pattern is a service credit conversation and a staffing conversation, and we would rather have both than have you quietly start shopping.

The structural protection is stronger than a credit anyway. Your agreement is month to month with 30 days notice, so you are never stuck waiting out a term while performance slides. A credit on a contract you cannot leave is not much of a remedy.

Ask other providers two things: how they define a response, and whether they will show you their misses or only their averages.