Definitions:
Level P4 - Low
Level P3 - Medium
Level P2 - High
Level P1 - Urgent
Note: All SLA hours are UK business hours only. SLA counters pause during non-business hours.
| Category | Level | First Response SLA | Resolution SLA |
|---|---|---|---|
| KYC | P2 | 4 Hours | 48 Hours |
| KYB | P2 | 4 Hours | 48 Hours |
| AML | P2 | 4 Hours | 5 Days |
| Complaint | P3 | 8 Hours | 5 Days |
| Question | P4 | 8 Hours | 5 Days |
| Category | Level | First Response SLA | Resolution SLA |
|---|---|---|---|
| Account Management - Account Removal | P3 | 8 Hours | 5 Days |
| Pin Reset | P2 | 4 Hours | 48 Hours |
| Void/Delete Card | P3 | 8 Hours | 5 Days |
| Category | Level | First Response SLA | Resolution SLA |
|---|---|---|---|
| Payment Query | P3 | 8 Hours | 5 Days |
| Pay out Query | P3 | 8 Hours | 5 Days |
| Refund Request | P3 | 8 Hours | 5 Days |
| Question | P4 | 24 Hours | 14 Days |
| Category | Level | First Response SLA | Resolution SLA |
|---|---|---|---|
| Card Stolen/Deactivation | P1 | 1 Hour | 4 Hours |
| Chargeback Request | P2 | 4 Hours | 48 Hours |
| Pin Reset | P2 | 4 Hours | 48 Hours |
| Cards Ordering Issue | P2 | 4 Hours | 48 Hours |
| Card Unblock | P2 | 4 Hours | 48 Hours |
| Void/Delete Card | P3 | 8 Hours | 5 Days |
| Card Declined - Single Attempt | P3 | 8 Hours | 5 Days |
| Card Declined - Multiple Attempts | P2 | 4 Hours | 48 Hours |
| Card Transaction Query | P4 | 24 Hours | 14 Days |