SLA compliance report
All concessions
Year to date, January to October 2026. Issued .
Summary
This report sets out performance against the service levels in each concession contract: SLA compliance, lane availability, the incident response chain and the penalty exposure they create.
The group is on target for service levels: 2 of 2 headline KPIs on target. Overall SLA compliance is 95.0% against a target of 95.0% or higher (on target). Lane availability is 99.1% against a target of 99.0% or higher (on target). Of 11 supporting indicators, 2 are on target, 5 on watch and 4 off target. Furthest from target for Overall SLA compliance: Ruta 27, Ruta Portuaria, ACEGA / AP-53.
Headline KPIs
- Overall SLA compliance
- 95.0%
- On targetTarget 95.0% or higher
- Lane availability
- 99.1%
- On targetTarget 99.0% or higher
| KPI | Value | Target | Status | Change vs September |
|---|---|---|---|---|
| Overall SLA compliance, weighted by contract obligations | 95.0% | 95.0% or higher | On target | +0.3 pts |
| Lane availability, of lane-hours open | 99.1% | 99.0% or higher | On target | −0.3 pts |
Overall SLA compliance by concession
Every concession against the target of 95.0% or higher, furthest from target first.
| Concession | Value | Status |
|---|---|---|
| Ruta 27 | 90.6% | Off target |
| Ruta Portuaria | 91.8% | Off target |
| ACEGA / AP-53 | 93.1% | Watch |
| Costa Arauco | 94.2% | Watch |
| A23 Beira Interior | 95.4% | On target |
| Transmontana | 96.8% | On target |
| Pocahontas Parkway | 97.2% | On target |
| Concesiones de Madrid | 97.5% | On target |
| M50 | 98.1% | On target |
Lane availability by concession
Every concession against the target of 99.0% or higher, furthest from target first.
| Concession | Value | Status |
|---|---|---|
| Ruta 27 | 98.6% | Watch |
| Concesiones de Madrid | 98.7% | Watch |
| ACEGA / AP-53 | 98.9% | Watch |
| M50 | 99.1% | On target |
| A23 Beira Interior | 99.2% | On target |
| Costa Arauco | 99.3% | On target |
| Transmontana | 99.4% | On target |
| Ruta Portuaria | 99.5% | On target |
| Pocahontas Parkway | 99.6% | On target |
Incident response chain
Each step from detecting an incident to clearing it, against its contractual deadline.
| Step | Within SLA | Median | SLA | Status |
|---|---|---|---|---|
| Detect | 96% | 2.4 min | 5 min | On target |
| Dispatch | 93% | 3.8 min | 5 min | Watch |
| Arrive | 89% | 17.2 min | 20 min | Off target |
| Clear | 87% | 48.0 min | 60 min | Off target |
Supporting indicators
| Indicator | Value | Target | Status | Three-month trend |
|---|---|---|---|---|
| Incident response chain within SLA (detect to clear) | 91.4% | 95.0% or higher | Watch | Worsening |
| Category 1 defects fixed within deadline | 94.2% | 98.0% or higher | Off target | Worsening |
| Category 2 defects fixed within deadline | 89.5% | 95.0% or higher | Off target | Worsening |
| Category 3 defects fixed within deadline | 92.8% | 95.0% or higher | Watch | Worsening |
| Inspections completed on time | 93.1% | 95.0% or higher | Watch | Worsening |
| CCTV availability | 98.6% | 99.0% or higher | Watch | Worsening |
| VMS availability | 99.2% | 99.0% or higher | On target | Improving |
| SOS point availability | 97.4% | 99.0% or higher | Off target | Improving |
| Time to inform the public (VMS / DATEX II) | 6.4 min | 5.0 min or lower | Watch | Worsening |
| Call and case closure time, median | 3.6 days | 5.0 days or lower | On target | Worsening |
| Penalty or deduction exposure, YTD | €400k | €250k or lower | Off target | Worsening |
Early warnings
- 18 items likely to breach their SLA in the next 24 hours.
- 47 items likely to breach their SLA in the next 72 hours.
- 71% of incidents detected automatically.
About this report
- Period: Year to date, January to October 2026. Changes compare October with September.
- On target meets the approved target. Watch is between the target and the watch threshold. Off target is beyond the watch threshold.
- A theme takes the status of its weakest headline KPI.
- Platform requirements covered (tender references): TMC-08, TMC-12, TMC-15, INS-05, MNT-06, CALL-05.