Every SLA metric, every vendor, on every interval.
Service levels are written as hard numbers, but the measurements that prove them live inside your vendors’ systems. Harper sources every metric across your vendor network, verifies it against the contract, and carries each breach through to the credit landing on an invoice.
The figures on this page are an illustrative example. Use the calculator to model your own vendor network.
Worked example
Illustrative- Vendors with SLAs
- 200
- SLA metrics each
- 3
- Average monthly bill
- $10,000
- Monthly breach rate
- 1%
- Manual time per metric
- 10 min
- Fully-loaded cost
- $40 / hr
~$720,000
fee reductions recouped / year
~1,200
hours / year
~$48,000
cost / year
Estimated from the inputs above. Change any of them in the calculator below.
Precise terms, invisible measurements
Service levels do two jobs in a vendor agreement: they set the standard the product has to perform to, and they are the definitive tool for recouping funds when it does not. Both jobs make the terms exact: a number, a threshold, a fixed interval. None of that makes them checkable.
Inside the vendor
Uptime monitors, ticket queues, dispatch logs. The measurements behind every SLA metric sit deep in vendor systems, and the enterprise paying for the service has no window into any of them.
Not the people who can act on it
The people living with a degraded service are almost never the ones holding the vendor contract, let alone the ones who can direct accounts payable to collect a fee reduction.
So subpar service goes unnoticed for months, until enough anecdotal complaints reach the right team to form a pattern and start an inquiry. Care delivery suffers the entire time, and so does the patient, physician, and admin experience.
The fee reductions owed across those months go uncollected too. Without the data to request them, breaches across the vendor network drive up the cost of care and leak resources your organization is due, weighing on financial stability that is already fragile at healthcare margins.
The terms are already written. What is missing is a way to measure against them on every interval, across every vendor. 7,200 individual measurements a year in our worked example, and not one of them a judgment call.
How it works
Harper runs the SLA period end to end, sourcing the metrics, checking them against your paper, and chasing what you are owed.
Your exact SLA requirements
Harper extracts the service levels specific to each vendor from your executed agreements: the threshold, the measurement window, and the fee reduction owed when it is missed.
Metric collection at the source
Harper plugs into vendor operations, pulling each measurement from the system that produces it and capturing it from the vendor personnel responsible for that work where no system exposes it.
Every metric, on every interval
Monthly, quarterly, whatever the agreement sets. Harper fetches on the required cadence, so a measurement is never skipped and a period never closes unmeasured.
SLA verification
Harper compares each measurement against the contract standard on its own and raises a flag to your team the moment a breach occurs.
Fee reduction recoupment
On a breach, Harper sends notice to the vendor and tracks the claim through to the credit landing on the next invoice, keeping your team in the loop the whole way.
Common vendor SLA metrics Harper tracks:
Harper, closing a vendor’s SLA period
Maren Voss · Director of Vendor Risk, Holloway Health Network
“Harper, close out Heliograph’s March SLA period and tell me what we’re owed.”
Heliograph · March 2026 SLA period
7 metrics · MSA §7.3, Exhibit C
Standards read straight from the executed agreement. Measurements pulled from Heliograph’s status API and service desk, with the two metrics no system exposes attested by the vendor personnel responsible for them.
Service uptime availability
Heliograph status API · polled hourly
Transaction response time (p95)
Monthly performance export
P1 incident response time
Service desk ticket export
Mean time to repair
Service desk ticket export
First-contact resolution rate
Attested by Dana Oyelaran, VP Support
On-site service response
Field dispatch log
Customer satisfaction score
Quarterly survey, 214 responses
Fee reduction · uptime breach
Breach detected
Apr 1
Notice sent to vendor
Apr 2
Vendor confirmed
Apr 6
Credit on INV-4471
Apr 9 · $2,140
March closed at 99.42% uptime against a 99.9% commitment. §7.3 sets the credit at 5% of the monthly fee, $2,140 against a $42,800 invoice, and Heliograph applied it to INV-4471 on Apr 9. Mean time to repair is trending toward its ceiling; flagged for the April period.
Same close, every period, across every vendor with an SLA, and the credit tracked until it lands on an invoice.
Two things you get back
A service your users can count on
A breach surfaces right when the period closes, so remediation starts immediately, rather than two months down the road once enough user complaints have piled up for someone to notice a pattern.
Financial relief you are already owed
Fee reductions get requested, tracked, and confirmed on an invoice. For an organization running on thin margins, that is resources returned and one fewer undeserved outflow.
The SLA Oversight agent comes standard alongside a suite of other Harper agents, the most comprehensive ongoing vendor compliance platform available to healthcare enterprises.
Self-serve ROI calculator
Swap in your own numbers to estimate what SLA breaches are costing you today, and what this work takes to run by hand.
Your numbers
Vendors whose agreements set service levels
Uptime, response time, resolution rate…
Across those vendors
Share of metrics that miss the standard
Request, collect, and verify one metric
All-in hourly cost
Your return, every year
Fee reductions recouped per year
$720,000
Hours saved per year
1,200
Personnel cost saved per year
$48,000
Money your organization is already owed, and the hours it would take to go get it one metric at a time.
Estimate only. Recouped = vendors × metrics × monthly bill × breach rate × 12, which assumes a breach carries a fee reduction of one month of that vendor’s bill. Your agreements set the real figure. Hours = vendors × metrics × 12 × time per metric.
About Harper
Vendor compliance is Harper’s specialty, with unparalleled product depth in a market where vendor compliance is treated as an add-on. Harper offers a suite of dozens of AI-enabled agents that help healthcare organizations oversee their vendors better and more efficiently, organizing documentation and handling the busy work so your team can focus on high-leverage work.
Implement a select agent as a critical point solution, or unlock the compounding benefit of all of them working together through one unified platform, meeting your team where you need Harper most, across the full scope of ongoing vendor compliance obligations.
See it on your own agreements
Bring a vendor agreement with service levels in it. We’ll show which metrics Harper would source, how it would measure them each period, and what happens the moment one comes in under standard.