Service Level Framework

This page explains, at a general level, how Masterfound Security Group structures service-level commitments for clients. It is descriptive, not contractual: the specific response times, staffing levels, reporting cadence, and remedies that apply to your site are set out exclusively in your signed service agreement, which prevails over anything described here.

Rather than a single fixed standard, service levels are agreed individually with each client based on site risk, coverage requirements, and the specific services engaged — manned guarding, alarm response, CCTV/AI monitoring, K9, or cash-in-transit — and are recorded in that client's service agreement.

Client service agreements typically address: response and escalation procedures for alarms and incidents; the reporting cadence a client can expect, such as shift reports or periodic site reviews; named points of contact on both sides; and the process for requesting a change in staffing or scope. See also our Client Responsibilities and Incident Reporting Policy.

We monitor performance against agreed service levels through supervisory spot-checks, control-room oversight, and periodic review with the client, adjusting the arrangement where the client's needs change.

Questions about this page can be directed to info@masterfound.co.ke or 0733 55 44 89.