Service Level Expectations
Understand response windows, communication cadence, and resolution targets for request and support workflows.
Pricing and request pages include planning turnaround ranges for early scoping.Official commitments are defined by the priority-based SLA targets on this page.
Priority levels and targets
Response and delivery windows vary by request priority. All times are measured in business hours or days.
Response
4 business hours
Delivery
1 business day
Active conversion blockers and critical post-handoff defects.
Response
8 business hours
Delivery
3 business days
Quality issues affecting delivered documents or billing disputes.
Response
1 business day
Delivery
5 business days
New conversion requests and general workspace support.
Response
2 business days
Delivery
10 business days
Feature requests, non-urgent questions, and advisory inquiries.
SLA Outcome Simulator
Choose ticket context to preview expected response and resolution windows.
First response targetWithin 8 business hours
Resolution targetWithin 3 business days
Communication cadenceDaily updates
How buyers should read this SLA
Scope first
Make sure accepted formats, document complexity, and support scenarios are defined before treating any timeline as a firm commitment.
Compare support posture
During vendor evaluation, compare not only first response windows but also how escalations, revisions, and post-delivery issues are routed.
Check continuity language
Recurring programs should confirm what happens after delivery, especially for revision requests, reopened issues, and public-facing complaint handling.
Scope and exclusions
Important conditions that affect SLA applicability and measurement.
Timelines depend on source quality, complexity, and active queue load.
Unsupported formats and rejected source content are outside delivery SLA coverage.
Emergency support targets apply to active conversion blockers and critical post-handoff defects.
Business-day windows exclude weekends and public holidays.
Need help or have questions?
Reach out to the team for SLA-related clarifications or to discuss priority escalation for active requests.
Related reading
Continue with connected guides and operational references.