Escalations and service level expectations

 

Summary
If a request needs urgent attention or an SLA appears breached, follow the escalation process below.

Standard SLAs (examples)

• Acknowledgement: 1 business day.
• Routine documents: 3–7 business days.
• Complex DDQs: 5–15 business days.
• Entity changes (name/ownership): 7–30 business days.

How to escalate

1. Reply to your open ticket with the word Escalate and explain business impact and deadline.
2. If there’s no acknowledgement within the SLA, submit Requests > Escalation with details.
3. For critical regulatory/legal deadlines, mark urgent and include the potential consequences.

Response commitments

• Urgent escalations: confirmation within 4 business hours and a remediation plan from a manager.

---

Last updated: 2026‑03‑05

If you’d like I can:

• add suggested article metadata (category / section / labels) for each article, or
• export these as separate markdown files or a CSV for bulk import into Zendesk. Which would you prefer?