> ## Documentation Index
> Fetch the complete documentation index at: https://developer.fin.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SLAs for Compliance

> Onboarding · Support availability · Query response · RFI handling. Version 2.0 · September 2026

This document defines the operational and customer service standards Fin.com maintains in the delivery of its payment services. It applies to all clients onboarded through the Fin.com platform and governs the relationship between Fin.com, its clients, and its regulated banking partners.

## 01 · CLIENT ONBOARDING

### Onboarding timeliness.

Fin.com targets onboarding decisions within 1 to 5 business days from receipt of a complete documentation package, based on the customer’s assessed risk classification.

| RISK CLASSIFICATION                | INDICATIVE TARGET |
| :--------------------------------- | :---------------- |
| Low risk                           | 1 business day    |
| Standard risk                      | 2 business days   |
| High risk (enhanced due diligence) | 4 business days   |
| PEP or sanctions-adjacent          | 5 business days   |

Targets assume a complete submission. Each RFI cycle extends the target by one business day. The clock pauses while documents are outstanding from the client, during banking partner review where applicable, or where escalation to the compliance team is required for manual review.

## 02 · OPERATING HOURS & AVAILABILITY

### When we are open.

Compliance operates Monday to Friday, 02:00–13:00 EST (03:00–14:00 EDT during US daylight saving). Submissions received before the daily 13:00 EST cutoff are reviewed the same working day; submissions received after the cutoff or on weekends are reviewed the next working day.

Customer service is available 24 hours / 7 days across email, dedicated Slack channels for B2B clients. Complex compliance queries raised outside compliance operating hours may be addressed the next business day.

## 03 · CUSTOMER RESPONSE TIMES

### Query response & resolution.

| PRIORITY      | QUERY TYPE                                                 | FIRST RESPONSE | TARGET RESOLUTION      |
| :------------ | :--------------------------------------------------------- | :------------- | :--------------------- |
| P1 · Critical | Transaction frozen, account blocked, compliance escalation | Within 10mins  | Same business day      |
| P2 · High     | Payment issue, onboarding status, RFI follow-up            | Within 15 min  | 1–2 business days      |
| P3 · Standard | General enquiries, document requests, account questions    | Within 1 hour  | 3–5 business days      |
| P4 · Low      | Informational or non-urgent requests                       | Within 4 hours | Up to 10 business days |

All queries are tracked via Pylon to ensure full accountability and audit trail.

## 04 · OUTBOUND RFIS TO CLIENTS

### Deadlines & escalation.

| STAGE                                 | STANDARD         | URGENT / HIGH RISK |
| :------------------------------------ | :--------------- | :----------------- |
| Client response deadline              | 14 calendar days | 7 calendar days    |
| First reminder                        | Day 7            | Day 3              |
| Final warning + compliance escalation | Day 12           | Day 5              |
| Account restriction                   | Day 15           | Day 8              |
| Offboarding review                    | Day 30           | Day 30             |

## 05 · INBOUND RFIS FROM BANKING PARTNERS

### Response commitments.

| STAGE                                       | TIMELINE                 |
| :------------------------------------------ | :----------------------- |
| Acknowledgement to banking partner          | Within 4 business hours  |
| Preliminary assessment                      | T+2 business days        |
| Interim status update to banking partner    | Day 5, then every 5 days |
| Full response — records already held        | T+5 business days        |
| Full response — client cooperation required | Up to 14 calendar days   |

Fin.com proactively communicates with banking partners on client non-response rather than waiting for deadlines to lapse.