What are the SLA deadlines?

The Facilitation Desk works on stage-based SLAs scaled by priority:

• Acknowledge: within 4 business hours
• First response: within 8 business hours
• In-progress: within 48 business hours
• Confirmation / IT verification: within 24 business hours each

Business hours are Mon–Fri 09:00–17:00. Priority multipliers: urgent ×0.5, high ×0.75, normal ×1, low ×1.25.