Service Level Agreement Policy

1. Introduction

This Acceptable Use Policy (“AUP”) defines the rules and standards for using the services provided by National Crime Prevention Service (NCPS), registered in the Commercial Register of the Republic of Bulgaria under (NCPS Ltd) Bulstat / UIC: 208390351.

2. Scope of Services

As a Bulgaria-registered security entity operating nationally and internationally, NCPS is committed to delivering professional, lawful and community-focused services in compliance with Bulgarian, EU and international standards. This SLA outlines the operational framework, client expectations and quality benchmarks that apply to all services delivered by NCPS.

NCPS provides a range of security and community protection services, including:

  • Patrol Services: Scheduled foot or mobile patrols for visible deterrence and area inspections
  • Incident Response: Prompt reaction to security breaches, disturbances or triggered alarms
  • Surveillance and Monitoring: Use of on-site or remote CCTV and observation systems
  • Crime Prevention Engagement: Community reassurance, public visibility and risk mitigation
  • Anti-Social Behaviour (ASB) Management: Lawful de-escalation and deterrence of disruptive conduct

All services are delivered by contracted, self-employed professionals operating under Bulgarian commercial law.

3. Response Times

While actual response times may be influenced by conditions such as traffic, location or force majeure, NCPS aims to meet the following service targets:

Service TypeTarget Response Time
Alarm Activation15–45 minutes
On-Site PatrolAs per contractual schedule
Incident ReportingWithin 4 hours of incident

NCPS will make commercially reasonable efforts to meet or exceed these targets.

4. Service Availability

NCPS operates on a 24/7/365 basis. Services are structured as follows:

  • Routine Patrols: Delivered per client-specific schedules
  • Emergency Response: Available at all times
  • Client Access: Website and portal access for support requests and status updates

5. Quality and Professional Standards

All security officers contracted by NCPS:

  • Are uniformed and clearly identifiable while on duty
  • Are trained in compliance, legal procedures and professional conduct
  • Maintain individual liability insurance and adhere to NCPS operational protocols

Officers operate under the supervision of the NCPS operational management and must follow strict service guidelines.

6. Reporting and Documentation

The following documentation is standard with service delivery:

  • Patrol Logs: Detailing patrol times, dates and zones
  • Incident Reports: Summaries of events, actions taken and outcomes
  • Surveillance Logs: Where applicable, recorded monitoring activity summaries

Timeline: Reports are submitted within 5 working days unless otherwise agreed in writing.

7. Client Support and Communication

Standard Support

Emergency Support

8. Service Monitoring and Feedback

NCPS ensures consistent service quality through:

  • Internal performance checks
  • Client satisfaction reviews
  • Formal complaint processing and evaluation

Complaints are acknowledged within 48 hours and resolved within 5 working days where feasible.

9. Changes to Services

Clients may request changes to existing service agreements at any time. All change requests:

  • Must be submitted in writing
  • Will be reviewed and if accepted, confirmed with updated service terms or pricing
  • May result in a formal contract amendment requiring mutual agreement

10. Limitations and Exclusions

This SLA outlines reasonable commitments but does not guarantee absolute outcomes. The following limitations apply:

  • Force Majeure: NCPS is not liable for delays or non-performance due to events beyond its control (e.g. natural disasters, government restrictions, civil unrest)
  • Client Cooperation: Effective service requires accurate information and support from the client
  • No Guarantees: While NCPS mitigates risk, the complete prevention of crime cannot be guaranteed

11. Termination and Suspension

Client Initiated Termination

  • Requires at least 90 days’ written notice to terminate ongoing services without penalty

NCPS Initiated Termination
The company may suspend or terminate services immediately in cases where:

  • Contractual terms are breached
  • Payment is overdue
  • Officers or services are obstructed, endangered or misused

All terminations will be communicated in writing.

12. Data Protection and Confidentiality

NCPS processes personal data in accordance with:

  • General Data Protection Regulation (EU) 2016/679 (GDPR)
  • UK GDPR (where applicable)
  • Bulgarian Personal Data Protection Act (ZZLD)

Personal data is processed only as necessary and kept confidential. Refer to the Data Protection Policy for further information.

13. Revisions to This SLA Policy

This SLA may be revised to reflect:

  • Legal or regulatory changes
  • Operational developments
  • Client feedback or contractual amendments

All updates will be provided in writing. Continued use of services confirms acceptance of the revised terms.

National Crime Prevention Service (NCPS)
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