Support and Risk SLAs
Review response and resolution times for support and risk-related requests efficiently.
Support
The following table represents the time in which Check's Support team will respond and resolve each ticket by type.
Note: Every weekday has 12 business hours of coverage. For Support hours of coverage please review Support Hours of Operation.
SLA Table
Priority | First Response Time | Resolution Time* |
Urgent | 15 min | 2 hrs |
High | 45 min | 12 hrs |
Normal | 90 min | 60 hrs (5 biz days) |
Low | 8 hr | 240 hrs (20 biz days) |
- Issues which require third-party intervention will not count against this SLA. This includes, but is not limited to, tax notices which require coordination with a tax agency or technical issues that stem from vendors.
- The time tickets are awaiting a response from the requester are not counted against this SLA.
Priority by category is listed below:
Category | Priority |
Payments and Money Movement | Urgent |
(new) Go-Live Blocker | Urgent |
Worker Updates | High |
Company Info | High |
Taxes: Setup + Rates | Normal |
Voids | Normal |
Quarter End or Year End | Normal |
Report Requests | Normal |
Billing + Platform Partnership | Low |
Tax Notices | Low |
Corrections + Amendments | Low |
Refile | Low |
Risk
For all risk related requests including Primary Review, Accelerated Processing, FEIN Verification, and Document Requests, our SLAs are 12 Business Hours for Resolution Time.
Developer + Technical + 3rd Party Integration Support
For all technical requests—including developer support for your payroll product build, general technical questions/issues, and integration work related to our product partnerships—our SLA is 3–5 business days.
Last updated on June 30, 2024