OSRL

Service Level Agreement

Service Level Agreement

Efficient and effective spill response begins with preparation prior to any incident. 

The Service Level Agreement (SLA) is a clear statement of what each customer can expect from OSRL. It is integral to the agreement between OSRL and our Members and shows how both parties stand to benefit. The SLA is defined and approved by our Shareholders. As part of the SLA, an OSRL representative will visit our Members and their facilities to review preparedness and clarify roles and responsibilities during a spill.

SLA Provisions and Benefits

• Notification - Our Duty Manager will call the Member within 10 minutes of receiving notification of incident. Response is on a first-come-first-served basis regardless of membership level
• Technical advice and spill management - Advice is a resource that is available from OSRL around the clock. Members can also request for one of our Technical Advisors to be dispatched to site at no cost for the first 48 hours of a potential or actual incident.
• Response capability - OSRL has the resources to simultaneously respond to a range of incidents in terms of size, nature, complexity and sensitivity.
• Highly trained response personnel - OSRL has 72 full-time Spill Response Specialists assigned to three global response teams in the UK, Singapore and Bahrain. They will be deployed from any of our bases depending on the nature of the incident and the available skills required for that particular incident. Fourteen Spill Response Specialists and two Managers are our maximum commitment to any single incident.
• Support from response partners - OSRL has arrangements with partners to support aviation requirements. Logistics, modelling and other specialised services can be called upon when required. Satellite imagery can be provided upon request.
• Spill response equipment and transportation - OSRL's specialised response equipment are housed in secure facilities and customs-cleared for rapid deployment. Members get access to OSRL's large-scale dispersant delivery systems and Hercules L-382G aircraft (available for loading within  four hours of notification), as well as 24/7 access to a global network of cargo and passenger charter services through dedicated broker. Access to equipment is restricted to 50% of the equipment by type available at the time of request (additional equipment can be considered for release on request but may be subject to recall in the event of another mobilisation).
• Oil spill trajectory and tracking - Oil spill tracking and trajectory services are available on request. OSRL utilises a number of differnet software to provide trajectory, stochastic, backtrack and subsurface modelling.
• Response integration - OSRL integrates the Incident Command System (ICS) structure into our response operations to facilitate a response that effectively meets our Members' needs. We further engage our Members, governments and stakeholders through our Customer Engagement and Advocacy programmes.