Support and Risk SLAs
Define support response and resolution times for various ticket priorities and risk categories.
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 | Resolution Time* |
Urgent | 2 hrs |
High | 12 hrs |
Normal | 60 hrs (5 biz days) |
Low | 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