- Client onboarding timelines (KYB/KYC)
- Customer service availability
- Customer query response and resolution times
- Request for Information (RFI) handling timelines
2. Client Onboarding Times
Fin.com commits to completing the KYB/KYC onboarding process within 5 business days from receipt of a complete documentation package. The onboarding clock is paused during any period where documents or information are outstanding from the client.2.1 Onboarding Timeline by Risk Tier
Fin.com completes its own review within 24 to 48 hours of receiving a complete submission. The banking partner review then follows, with the total timeline depending on the risk classification of the customer.
If an RFI is raised at any stage, add 1 business day per RFI for review and response. See Section 5 for full RFI handling timelines.
2.2 Compliance Operating Hours
The compliance and onboarding team operates Monday to Friday. Saturday and Sunday are non-working days.The team works fixed hours in its local time zone. During US daylight saving time the window shifts to 3:00 AM to 2:00 PM EDT, with the daily cutoff at 2:00 PM EDT.
2.3 Clock Pause Conditions
The onboarding SLA clock is paused in the following circumstances:- Outstanding documents from the client (RFI issued - see Section 5)
- Awaiting banking partner review or approval
- Escalation to compliance team for manual review
The 5-day indicative target applies to standard low-risk onboardings where all required documents are submitted upfront. Clients are encouraged to prepare documentation in advance using Fin.com’s onboarding checklist.
3. Customer Service Availability
Fin.com operates a 24/7 customer service function to ensure uninterrupted support for all clients across global time zones.3.1 Service Availability
Note: While Fin.com operates around the clock, complex compliance or onboarding queries requiring team input may be addressed the next business day if raised outside of core hours.
4. Customer Response Times
Fin.com maintains industry-leading response times as a core operational commitment. All client queries are acknowledged and resolved within the following timeframes:4.1 First Response SLA
4.2 Fin.com Response Commitment
Fin.com commits to the following response performance targets:- Standard response time: 2 minutes
- Maximum response time: 10 minutes
- All queries are tracked via Pylon to ensure full accountability and audit trail
5. Request for Information (RFI) Handling
An RFI is a formal request issued by Fin.com or its banking partners to a client, seeking additional information required for compliance, transaction monitoring, or enhanced due diligence purposes. RFIs are managed with urgency to protect both the client relationship and Fin.com’s regulatory obligations.5.1 Outbound RFIs - Sent to Clients
When Fin.com issues an RFI to a client, the following timeline applies:5.2 Inbound RFIs - Received from Banking Partners
When Fin.com receives an RFI from a banking partner the following response commitments apply:Fin.com proactively communicates to banking partners if a client is non-responsive, rather than waiting for the deadline to lapse. This ensures the banking partner is kept informed throughout the RFI lifecycle.
5.3 RFI Escalation Consequences
The following consequences apply where a client fails to respond to an RFI within the stated deadlines:6. SLA Summary Reference
The table below provides a consolidated at-a-glance reference for all SLA commitments documented in this agreement.7. Document Review & Version Control
This document is subject to review every 6 months or upon material change in operations, regulatory requirements, or banking partner arrangements. The current version supersedes all prior informal communications regarding service timelines.