Review
Deadlines that respect working hours
Set how fast a review must be answered. The clock runs in your business hours, not all night.
Time left, by request
Business hours, Mon–Fri 09:00–17:30- Waive £1,200 late fee3h 10m left
- Refund £540 to order 882311h 35m left
- Delete customer record22m left
Timeout rule
- Clock
- Business hours
- Answer within
- 4 hours
- Then
- Pass up to lead
- If nobody answers
- Reject
Why it matters
What business-hours slas changes
- The clock runs only in your business hours.
- Overdue requests escalate to the next person.
- Late means late, in your own working time.
- A deadline set for 9am keeps running all night.
- Timers run out while everyone is asleep.
- Nobody can tell late from waiting for morning.
The resultDeadlines that match how your team works.
What you get
Business-hours SLAs, in practice
Set timeouts
Choose how long a request can wait before it escalates or expires.
Fair clock
With a business clock, only the hours you set count. Nights and weekends do not.
Timeliness evidence
Late reviews show up in your compliance report, with the numbers.
How it works
Step by step
- 1
Set a timeout
For example, one working day.
- 2
Clock starts
In your business hours.
- 3
Time runs out
The request escalates or expires, as your policy says.
- 4
Recorded
Either way, it goes in the log.
Questions
About business-hours slas
What happens to a request nobody answers?
Depending on your policy it escalates or expires. Both are recorded in the log.
Is this shown to auditors?
Timeliness is one of the eleven controls in the evidence pack.
Next
Works well with
Know what your agents did.
Start free. Guard your first agent in a few minutes, and keep a record anyone can check.
- Free plan, no card
- Signed, chained decisions
- Checked offline, without us
Signed decision
- Decision
- Approved, 2 of 2
- Action
- refund.issue, £540
- Rule
- Two reviewers must agree
- Sealed
- 14:09, key 7f2c
- Hash
- 5be2…7c44
Checked on your own machine
- Signature matches the public key
- Decision is in the log
- Every link before it adds up