How we measure SLAs

DocDigitizer provides two main service level agreement metrics:

  • Data Quality SLA - the number of correct fields over the total fields processed.
  • Processing Lead Time SLA - the number of minutes it takes for data to be available via API after a document is submitted to our API.

Definition

Service-level agreement (SLA) - defines the level of service you expect from a vendor, laying out the metrics by which service is measured and remedies or penalties should agreed-on service levels not be achieved. It is a critical component of any technology vendor contract.

Field- is a pair-value field returned with data via our API. If fields are arrays or lists, a Field will account for elements of the array.

Data Quality SLA

Most of our subscription commits to a Data Quality SLA no less than 99% measured annually.

If this Data Quality SLA applies to your DocDigitizer subscription, you should expect that at least 99 out of 100 Fields extracted and returned via API to be correct.

Data Quality SLA is measured at the Field level, not the document level. This means that 99% accuracy does not mean that 99 documents out of 100 documents are correct. The SLA is always calculated at the Field ****level.

Examples:

  • DOCUMENT 01 - has an output of 100 fields, with three fields with incorrect data. The resulting Data Quality SLA of this document would be 97%.
  • DOCUMENT 02 - has an output of 100 fields, with one field with incorrect data. The resulting Data Quality SLA of this document would be 99%.
  • DOCUMENT 03 - has an output of 200 fields, with one field with incorrect data. The resulting Data Quality SLA of this document would be 99.5%

Document 01 is below the agreed Data Quality SLA. Documents 02 and 03 are compliant with the agreed Data Quality SLA.

Although DocDigitizer has a strong commitment to (near) 100% accuracy, we understand that errors may strongly impact the ability of our customers to deploy unattended automation. We are laser-focused on continually improving our extraction and validation process to reduce as much as possible the chance for errors.

Processing Lead Time SLA

When you create a DocDigitizer subscription, you define your processing lead time. The processing lead time defines the maximum expected time between submitting a document and receiving the data as an output.

Examples:

  • If your Processing Lead Time SLA is set to 8 business hours, this means that your data results should be available in the API after no more than 8 business hours.
  • If your Processing Lead Time SLA is set to 10 business minutes, this means that your data results should be available in the API after no more than 10 business minutes.

The processing lead time SLA is conditioned by two additional variables, namely:

Business calendar

Which hours are considered business hours, and what days are considered business days.

DocDigitizer has the following standard business calendar: the calendar of public holidays in Mainland Portugal and opening business hours from 9 AM to 6 PM Monday to Friday.

Additional business calendars are available for:

  • Different time zones.
  • Extended business hours - 8AM to 8PM.
  • Weekends.
  • 24/7.

Example:

Assuming you have a subscription with our standard business calendar and a processing lead time of up to 8 business hours.

You submit 100 documents Friday by 6PM, you should expect the results to be available on the following Monday up until 6PM.

Assuming you have a subscription with our standard business calendar and a processing lead time of up to 8 business hours.

You submit 100 documents Monday by 6PM, you should expect the results to be available on the following Tuesday up until 6PM.

Document Throttling

This defines the maximum number of documents your subscription can process per minute.

Every DocDigitizer subscription has a Target Consumption (TC), the maximum number of documents processed monthly.

This TC also defined the Throttling Speed of each DocDigitizer subscription by dividing the TC by the number of business minutes available on the customer’s business calendar, defining the number of documents that a particular subscription can process per minute.

For example:

  • Subscription 01 - has a TC of 50.000 documents per month and a Business Calendar of 10 560 business minutes (22 days 8 hours 60 minutes), and a processing lead time of up to 10 business minutes. The Throttling Speed will be a max of ~5 documents per minute (50.000 documents / 10.560 business minutes).
  • Subscription 02 - has a TC of 10.000 per month and a Business Calendar of 10 560 business minutes (22 days 8 hours 60 minutes), and a processing lead time of up to 4 business hours. The Throttling Speed will be a max of ~1 document per minute (10.000 documents / 10.560 business minutes).

We know that in most cases, the document submission will not follow an even distribution along the business calendar, so what happens if, for some reason, there are peaks above the max Throttling Speed?

The processing lead time SLA will automatically differ, considering the max Throttling Speed.

If in Subscription 01 of the previous example, the customer sends 10 documents within the same minute, this is what would happen:

Document

Submission Time

Processing Lead Time SLA time**

Doc 1

00:00

00:10

Doc 2

00:00

00:10

Doc 3

00:00

00:10

Doc 4

00:00

00:10

Doc 5

00:00

00:10

Doc 6

00:00

00:11 (differed)

Doc 7

00:00

00:11 (differed)

Doc 8

00:00

00:11 (differed)

Doc 9

00:00

00:11 (differed)

Doc 10

00:00

00:11 (differed)

Documents 6 to 10 will have a Processing Lead Time SLA of 11 minutes because they differ based on the max Throttling Speed of 5 documents per minute.

If, in Subscription 02 of the previous example, the customer sends 10 documents within the same minute, this is what would happen:

Document

Submission Time

Processing Lead Time SLA time**

Doc 1

00:00

04:00

Doc 2

00:00

04:01 (differed)

Doc 3

00:00

04:02 (differed)

Doc 4

00:00

04:03 (differed)

Doc 5

00:00

04:04 (differed)

Doc 6

00:00

04:05 (differed)

Doc 7

00:00

04:06 (differed)

Doc 8

00:00

04:07 (differed)

Doc 9

00:00

04:08 (differed)

Doc 10

00:00

04:09 (differed)

Documents 2 to 10 will have a Processing Lead Time SLA that will be differed based on the max Throttling Speed of 1 document per minute.

Take Aways

  • DocDigitizer subscriptions have two primary SLAs, Data Quality SLA and Processing Lead Time SLA.
  • Data Quality SLA is always measured based on the number of correct fields over the total amount of processed fields.
  • Processing Lead Time SLA defines the max amount of time it takes to get back data from a document and is set based on the subscription type, business calendars (that define the period considered as business time), and the Document Throttling (that defines the max number of documents processed per minute).

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