HyperComply Respond’s SLA model follows a business day countdown based on Eastern Time operating hours. This countdown starts the day after a questionnaire was uploaded, provided the questionnaire was uploaded before 5pm Eastern Time. For questionnaires uploaded after 5pm ET the countdown begins the following business day.
A few examples:
A questionnaire with a 1 day SLA is uploaded on Friday at 3pm ET. This questionnaire will be returned by Monday at 5pm ET.
A questionnaire with a 2 day SLA is uploaded on Monday at 7pm ET. This questionnaire will be returned by Thursday at 5pm ET.
A questionnaire with a 3 day SLA is uploaded on Tuesday at 11am ET. This questionnaire will be returned by Friday at 5pm ET.
Notes
Weekends and federal holidays do not count toward our SLA agreements. If you have questions or need a change in your SLA or other assistance, please reach out to your CSM or support team