Service Level Agreement (SLA / ANS)
Overview
Verifik provides clear, guaranteed Service Level Agreements (SLA / Acuerdos de Nivel de Servicio - ANS) for technical assistance, billing inquiries, and production incident management. Every ticket created in our support platform is tracked by an automated compliance engine that measures first response time and full resolution time.
Priority Levels & Service Commitments
Support requests are categorized into three official priority tiers:
| Priority | First Response Target | Target Resolution | Coverage Window |
|---|---|---|---|
Critical (critical) | < 1 hour | < 24 hours | 24/7 Continuous (On-Call) |
High (high) | < 4 business hours | < 2 business days (18h) | Business Hours |
Normal / Low (low) | < 8 business hours | < 5 business days (45h) | Business Hours |
[!NOTE] Enterprise customers with Premium Support contracts have 24/7 continuous clocks (
slaContinuous: true) applied across all priority levels.
Business Hours Schedule & Holiday Observance
For High and Normal / Low tickets, the SLA clock runs during official support hours:
- Business Hours Window: Monday to Friday, 08:00 to 17:00 (America/Bogota, UTC-5).
- After-Hours Submission: Tickets submitted after 17:00 or during weekends begin their SLA clock at 08:00 America/Bogota on the next business day.
- Recognized Holidays: The business clock automatically pauses during federal and national bank holidays observed in Colombia, the United States, and Canada.
Staff-Initiated Outbound Tickets Policy
To enhance customer communication, Verifik staff and automated assistants (such as Pam AI) occasionally open proactive tickets directly on client accounts. Common examples include:
- New workspace welcome messages (e.g. Bienvenida a Verifik).
- Proactive KYC and verification documentation reviews.
- Scheduled platform maintenance and security notices.
- Feature announcements and optimization recommendations.
How the SLA Clock Applies to Outbound Tickets:
- Clock Remains Inactive (
slaAnchorAt: null):
Because outbound tickets represent proactive outreach with no pending customer request, the ANS clock does not run upon creation. Deadlines (firstResponseDueAt,resolutionDueAt) remainnull, and the ticket is never marked as breached. - Clock Begins Upon Customer Reply:
If the customer replies to an outbound ticket with a question or request, the ANS clock starts immediately at the timestamp of the customer's message (slaAnchorAt = clientReply.createdAt). - Response Accounting:
The initial staff message does not consume the response budget; the subsequent reply from Verifik staff is measured as the official first response.
Monitoring & Status via API
When retrieving tickets via GET /v2/support-tickets/{id}, the following SLA metadata fields are available:
slaAnchorAt: The exact timestamp when the SLA clock began.firstResponseDueAt: The deadline for the first staff response.resolutionDueAt: The deadline for resolving the ticket.firstRespondedAt: The timestamp of the first qualifying staff reply.slaBreached: A boolean flag (trueorfalse) indicating if any deadline was exceeded.