What are the SLA deadlines?

<p>The Facilitation Desk works on stage-based SLAs scaled by priority:</p> <ul> <li><strong>Acknowledge:</strong> within 4 business hours</li> <li><strong>First response:</strong> within 8 business hours</li> <li><strong>In-progress:</strong> within 48 business hours</li> <li><strong>Confirmation / IT verification:</strong> within 24 business hours each</li> </ul> <p>Business hours are Mon–Fri 09:00–17:00. Priority multipliers: urgent ×0.5, high ×0.75, normal ×1, low ×1.25.</p>