Service Level Agreement

Service Overview

This Service Level Agreement (SLA) outlines the standards of service that County Confidential Shredding commits to provide to all customers. It defines our responsibilities, service standards, and the quality measures we maintain.

Service Hours

Our standard service hours are:

• Monday to Friday: 8:00 AM - 5:00 PM
• Saturday: By appointment
• Out of hours service available by arrangement
• 24/7 emergency service for business clients

Collection Service Standards

We commit to the following collection standards:

• Domestic collections within 5 working days
• Business collections as per agreed schedule
• 2-hour collection windows provided
• Advance notification of any schedule changes

Security Standards

Our security commitments include:

• BS EN 15713 compliant destruction
• GPS tracked collection vehicles
• Security vetted staff (BS 7858)
• Secure chain of custody
• CCTV monitored facilities

Documentation & Certification

We provide the following documentation:

• Certificate of destruction within 48 hours
• Waste transfer notes
• Collection confirmations
• Annual service reviews for business clients

Service Quality Measures

Our quality assurance includes:

• Regular staff training and assessment
• Equipment maintenance schedules
• Quality control checks
• Customer satisfaction surveys

Response Times

Service Level Monitoring

We monitor our service levels through:

• Real-time GPS tracking
• Customer feedback systems
• Performance metrics tracking
• Regular service reviews

Complaints Procedure

Our complaints process ensures:

• Acknowledgment within 24 hours
• Initial response within 2 business days
• Full investigation and resolution
• Regular progress updates

Contact Information

For service-related queries or support:

• Phone: 01935 310616
• Email: info@countyconfidential.co.uk
• Address: Unit 1 Plot 13 Lynx Trading Estate, Yeovil, Somerset, BA20 2PJ