- 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
| Risk Classification | Target Onboarding Time | Conditions |
|---|---|---|
| Standard (Low Risk) | Up to 4 business days | Complete docs submitted; clean screening |
| Medium Risk | 6-9 business days | Additional documents or clarifications required |
| High Risk / EDD | 10-15 business days | Enhanced Due Diligence required |
| Complex Structures | Up to 20 business days | Multi-UBO, offshore entities, or holding companies |
2.2 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
| Service Channel | Availability | Coverage |
|---|---|---|
| Email Support | 24 hours / 7 days a week | All client enquiries |
| Slack (Dedicated Client Channels) | 24 hours / 7 days a week | Dedicated B2B clients |
| Pylon / Ticketing System | 24 hours / 7 days a week | Tracked issue resolution |
| Compliance & Onboarding Team | Monday-Friday, business hours | KYB/KYC, RFI handling |
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
| Priority | Query Type | First Response | Target Resolution |
|---|---|---|---|
| P1 - Critical | Transaction frozen, account blocked, compliance escalation | Within 2 minutes (target); max 10 minutes | Same business day |
| P2 - High | Payment issue, onboarding status, RFI follow-up | Within 10 minutes | 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 |
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:| Stage | Timeline |
|---|---|
| RFI issued to client | Same day as trigger event (e.g. compliance alert, banking partner request) |
| Client response deadline - Standard | Within 14 calendar days of RFI issuance |
| Client response deadline - Urgent / High Risk | Within 7 calendar days of RFI issuance |
| First reminder (if no response) | Day 7 (standard) / Day 3 (urgent) |
| Second reminder + escalation warning | Day 12 (standard) / Day 5 (urgent) |
| Account restriction (if no response by deadline) | Day 15 (standard) / Day 8 (urgent) |
| Account closure review (continued non-response) | Day 30 |
5.2 Inbound RFIs - Received from Banking Partners
When Fin.com receives an RFI from a banking partner the following response commitments apply:| Stage | Timeline |
|---|---|
| Acknowledgement to banking partner | Within 1 business day of receipt |
| Fin.com internal response to banking partner (where client docs already held) | T+1 business day (standard); T+2 business day (worst case) |
| Fin.com response once client submits documents | Within 1 hour of document receipt from client |
| Where client cooperation is required | Up to 14 calendar days (with status update to banking partner at Day 7) |
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:| Non-Response Stage | Action Taken |
|---|---|
| No response by Day 7 (standard) / Day 3 (urgent) | First reminder issued; Fin.com account manager notified |
| No response by Day 12 (standard) / Day 5 (urgent) | Final warning issued; escalation to Compliance team |
| No response by Day 15 (standard) / Day 8 (urgent) | Account temporarily restricted pending response |
| No response by Day 30 | Account reviewed for potential offboarding; SAR consideration |
6. SLA Summary Reference
The table below provides a consolidated at-a-glance reference for all SLA commitments documented in this agreement.| Service Area | Commitment |
|---|---|
| Onboarding (Standard) | Up to 5 business days from complete document receipt |
| Customer Service Availability | 24/7 across all channels |
| Customer Response - Standard | 2 minutes (target), 10 minutes (maximum) |
| RFI Response to Banking Partner (where docs held) | T+1 day (standard), T+2 day (worst case) |
| RFI Response after client submission | Within 1 hour of receiving client documents |
| Client RFI Response Deadline - Standard | 14 calendar days |
| Client RFI Response Deadline - Urgent | 7 calendar days |
7. Document Review & Version Control
| Version | Date | Author | Change Description |
|---|---|---|---|
| 1.0 | 02 April 2026 | Operations & Compliance | Initial SLA document issued |