Status
Delivery KPIs
Remote Pro Ai will publish 6 delivery KPIs here every month from November 2026, measured from system timestamps rather than manual reports: time to shortlist, time to start, trial conversion, replacement time and rate, availability and NPS. Each one is defined below with its target, data source and period. Until a full measurement period exists, no value is shown.
Time to shortlist
Monthly KPIs: first publication November 2026
target, data source and period. Until a full measurement period exists, no value is shown.
48 hours (self-serve); named Enterprise-lane candidates within 72 hours
From the moment a booking request is complete (roles, levels, start date and company verification) to the moment the shortlist is visible in the client's account. Hours exclude the client's weekend. Median over the trailing 90 days.
Time to start
Monthly KPIs: first publication November 2026
Targets:
4 working days for every engineer (bench, off-bench or onsite)
Working days from contract signature and payment confirmation to the engineer's first working day. A start is on time if it meets its commitment. Days paused for documented client-side blockers are excluded and counted separately.
Trial to paid conversion
Monthly KPIs: first publication November 2026
- Period: Trailing 90 days, first value November 2026
No-bill trials (5 working days in self-serve, 10 in the Enterprise lane) that ended in the period and continued into a paid engagement, divided by all trials that ended in the period. A trial where the client replaced an engineer and continued counts as converted.
Replacement time and rate
Monthly KPIs: first publication November 2026
Targets:
A replacement starts within 4 working days; the full handover completes in under 14 days
Replacement time runs from the client's request in Client OS to the new engineer's first working day. Replacement rate is replacement requests divided by average active seats in the quarter, for any reason, including client preference.
Availability
Monthly KPIs: first publication November 2026
Target:
At least 95% of contracted hours staffed · calendar month
Hours worked divided by scheduled hours across all active seats, excluding approved leave and public holidays. Source: approved and auto-approved timesheets.
Net Promoter Score
Monthly KPIs: first publication November 2026
- Period: Quarterly, first value with the November 2026 publication
Delivery KPIs methodology
From November 2026, all KPIs are computed from Client OS system data: request, signature, payment, start, timesheet and survey timestamps. SLA adherence is the share of contractual commitments met across all active engagements. Definitions change only with notice on this page.
Monthly KPIs: first publication November 2026, then every month
Monthly values from November 2026, one row per KPI per month.
Frequently asked questions
From system timestamps in Client OS and Talent OS: when a request was completed, a contract signed, a payment confirmed, an engineer started, a timesheet approved or a survey answered. From the first publication in November 2026 they will be published here monthly, calculated from those timestamps rather than typed in by hand.
No, but they're not hidden either. When a blocker owned by the client pauses the start clock, we record the evidence and exclude those days from the on-time calculation. The paused days are reported separately so the adjustment is visible.
Because clients can replace any engineer for any reason under the Remote Pro Ai Guarantee, and filtering reasons would flatter the number. Counting every request gives a truer view of match quality and of how often clients use the guarantee.
It's the share of contractual commitments met: commitments met divided by commitments due. Shortlist, start-date and replacement results are reported separately on this page.
Yes, from the first publication in November 2026: the CSV will contain the monthly value of every KPI, one row per KPI per month, with the definition version used. Clients can also see their own account-level figures on the SLA page in Client OS.