> ## 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
This Service Level Agreement (SLA) defines the operational and customer service standards maintained by [Fin.com](http://Fin.com) in the delivery of its payment and financial services. It establishes clear commitments across four key service areas:
* Client onboarding timelines (KYB/KYC)
* Customer service availability
* Customer query response and resolution times
* Request for Information (RFI) handling timelines
This document applies to all clients onboarded through [Fin.com](http://Fin.com)'s platform and governs the relationship between [Fin.com](http://Fin.com), its clients, and its banking partners.
## 2. Client Onboarding Times
[Fin.com](http://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](http://Fin.com)'s onboarding checklist.
## 3. Customer Service Availability
[Fin.com](http://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](http://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](http://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](http://Fin.com) Response Commitment
[Fin.com](http://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](http://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](http://Fin.com)'s regulatory obligations.
### 5.1 Outbound RFIs - Sent to Clients
When [Fin.com](http://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](http://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](http://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](http://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](http://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](http://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 |
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.