Transparency report: what went wrong, and what we paid

Our guarantee, counted every quarter

A quarterly report of the counts behind our guarantee: SLA credits, engineer replacements and their reasons, security incidents and trial outcomes. Each quarter stays online.

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In short

The Remote Pro Ai transparency report is a quarterly publication of the counts behind our guarantee: SLA credits issued and their value, engineer replacements and their reasons, security incidents and trial outcomes. Figures come from our admin systems, and each quarter’s report stays online so buyers can compare trends across at least 4 quarters.

The credits we paid, the engineers we replaced and the incidents we handled. Published, not summarised.

SLA credits issued

Every credit we owed under the Remote Pro Ai Guarantee, by type.

Credit typeTriggerCountValueUSD
Late startEngineer started after the committed date (1 day credited per late day, cap 10)
AvailabilityMonthly availability below 95%
Response timeResponse beyond 4 h / 2 h / P1 1 h
MilestoneMilestone missed on managed delivery

1 From admin report

Credits are applied to the next invoice, up to a monthly cap of 15% of the squad’s monthly fee. Values convert from SAR, AED and EUR at the invoice-date rate.

Replacements and why they happened

Every seat we replaced, grouped by reason, with days to a productive replacement.

ReasonCountMedian working days to new engineer startMedian days to full replacement
Client request, any reason
Performance below standard
Engineer resignation
Health, family or relocation
Failed trial

1 From admin report

A replacement starts within 4 working days; the full handover completes in under 14 days, with overlap unbilled.

Security incidents and events

What happened, how fast we told clients and what we changed.

CategoryCountMedian time to client notificationStatus
Confirmed personal-data breachesClosed / open
Confirmed security incidents (no personal data)Closed / open
Policy violations by personnelClosed / open
Vulnerability reports receivedFixed / in progress

1 From admin report

Clients are notified within 24 hours of a confirmed personal-data breach affecting their data.

No-bill trial outcomes

How many trials converted, how many ended, and why.

OutcomeSelf-serve and reservation (5 working days)Enterprise (10 working days)
Converted to paid seats
Re-matched, then converted
Ended by client, not billed
Ended by Remote Pro Ai

1 From admin report

Top reasons for ended trials, in the client’s words, summarised by category.

Vetting intake, quarter by quarter

How many applied, how many passed each gate and how many specialists joined the network.

QuarterApplicantsPassed screenPassed technical and practicalPassed communicationSpecialists added
Each quarter since Q1 2024

1 From admin report

Published per 100 applicants in the 2026 company profile: 31 pass the screen, 9 the technical and practical gates, 5 the communication interview and 3.4 the background and reference checks.

How we count

Definitions, sources and the status of independent assurance.

  • Source

    our contract, invoicing, SLA and onboarding systems, extracted on the quarter’s last working day.

  • Scope

    every active engagement in the quarter, all regions and lanes.

  • Ranges

    where a count is below 5, we show “fewer than 5” to protect client confidentiality.

  • Assurance

    no independent assurance engagement is scheduled yet; if we commission one, the provider and the scope will be named in the edition it covers.

  • Labelling

    figures stay management-reported until that report is issued; the auditor’s scope is then published.

  • Corrections

    any restated figure is marked, dated and explained in the archive.

Updated: October 2026

Frequently asked questions

Book a scoping call

20 minutes with a solutions architect. No sales script.

A guarantee only means something if buyers can see it being honoured. Publishing the credits we paid and the seats we replaced shows how often things go wrong and how we respond. It also gives procurement teams data they would otherwise have to request through a questionnaire.

Not yet. No independent assurance engagement is scheduled today. Until an assurance report is issued, every figure carries the label management-reported. When assurance is in place, the badge on each quarter changes, and we publish the auditor’s name and the scope of the work.

Small numbers can identify a client. If a quarter had, for example, 2 incidents in one market, a reader might work out which client was affected. Showing fewer than 5 protects confidentiality while still telling you the order of magnitude. Exact counts are available to clients in their own Client OS dashboard.

The metrics page shows rolling delivery KPIs such as time to shortlist, time to start and availability, published monthly from November 2026. The transparency report is a fixed quarterly record of what went wrong and how we grew: credits paid, replacements, incidents, ended trials and vetting intake. It is archived so you can compare quarters over time.

Yes. Each quarter has a CSV download with the same tables as the PDF, plus the definitions used. Enterprise clients can also request their own engagement-level data through Client OS, and the procurement pack can include the latest report for vendor-risk files.

Take the data with you

The full report as a PDF, the tables as CSV, and the definitions in both.