Service Level Agreement of MyPaperflow

This documentation contains the Service Level Agreement (SLA) between the Customer and MyPaperflow regarding document processing times.

The objective of this Service Level Agreement (SLA) is to provide an estimated timeframe for the processing of uploaded documents. Presently, the SLA varies for each customer in accordance with their contractual agreements.

Estimated AI processing time:
The time it takes to process documents mainly depends on how many documents are being handled by the system for all clients at the same time, along with whether there's a queue. MyPaperflow's current Service Level Agreement (SLA) mentions a processing time of one hour, but it usually takes less than one minute on average. For instance, the system processed the upload of 100,000 documents in a duration of 2.5 minutes.

Note: This applies to the old solution and the new one solution as well!

Human Data Review (HDR) processing time:

HDR is a web application used by the validation team and managers to manage document validation and annotation. Document annotation is optional for MyPaperflow customers and partners.

HDR maintains a standard Service Level Agreement (SLA) of 24 hours upon receipt of the document.
HDR’s SLA is based on a timeframe, not on batches or the number of documents.

Note: All documents must be reviewed within 24 hours.