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Service Level Agreement

Our commitment to processing your compliance checks via the digital journey - fast, transparent, and always on track.
Coadjute Assured Compliance

How your checks are processed

Every compliance check follows a structured journey through six stages. Two distinct service commitments apply depending on who owns the action.

Segment A: Consumer led
Identify and Fact-find

The consumer completes identity verification and uploads evidence. Coadjute's engagement engine actively chases them daily for up to 14 days.

Segment B: Coadjute SLA
Evaluate, Treatment and Report

Once the consumer completes their tasks, the SLA clock starts. Coadjute evaluates evidence, treats any risks, and delivers the compliance report.

Info on manual checks
AC process
Consumer led

Segment A: Consumer Engagement Engine

For Buyers, Sellers, Landlords, and Giftors.

We don't wait for consumers to act. Our automated engagement engine contacts them every day until their checks are complete.

SLA-SegmentA
Coadjute SLA

Segment B: Compliance Processing SLA

The SLA clock begins the moment a ticket enters Evaluate — when the consumer has completed all identity and evidence tasks. From that point, Coadjute commits to delivering the final compliance report within:

slaSegmentB

SLA Calendar

How SLA time is counted

SLA deadlines are measured in continuous hours across working days (Monday – Friday). Weekends and UK bank holidays are excluded — the clock simply pauses and resumes on the next working day.

Example: A seller ticket enters Evaluate at 4:00 PM on Friday. The weekend is excluded, so the clock pauses at end-of-day Friday and resumes on Monday. The 24-hour SLA deadline falls at 4:00 PM Monday.

Support desk

Support desk

09:00 - 17:00 UK
SLA days

SLA days

Monday - Friday
Exclusions

Exclusions

Weekends & UK Bank Holidays

special condition

Giftor Dependency

When a giftor is involved in a transaction (e.g. a parent gifting funds to a buyer), a dependency exists between the buyer and giftor tickets.

Pausing buyer tickets

If a buyer's ticket moves to Evaluate but the associated giftor has not yet completed their Identity & Fact Find submission, the buyer's SLA clock will be paused. The ticket shows as "Paused Awaiting Giftor Information". Once the giftor completes their submission, both the buyer's and giftor's SLA clocks will begin simultaneously.

  • The buyer's ticket status clearly shows the pause reason

  • No SLA time is consumed while paused

  • The agent can track the giftor's progress in the related tickets view

  • Once unpaused, the buyer receives the full 48-hour SLA

slaGiftors

At a glance: What's included and excluded

The scope of our SLA

Included

Included

  • All ticket types: Buyers, Sellers, Landlords, Giftors

  • All entity types: Individuals, Companies, Trusts

  • Stages: Evaluate through to Report delivery

  • Consumer engagement: full 14-day chaser sequence

  • Post-submission info requests: 7-day chaser sequence

  • Real-time SLA status visible on every ticket

Excluded

Excluded

  • Monitor stage (operates on a separate schedule)

  • Consumer response times during Identify & Fact Find

  • Third-party delays (Companies House, Land Registry, etc.)

  • Time waiting for consumer to respond to info requests (SLA paused; 7-day chaser runs)

  • Manual checks

Reporting and visibility

Cycle

Real-time SLA status

 Visible on every ticket in the Coadjute platform
Grid

Dashboard views

Showing tickets by status: on track, at risk, or breached

Contract

Monthly SLA performance reports

Available on request

Alternate manual process

Some consumers are digitally excluded and cannot use or do not have access to digital services. Coadjute supports digitally excluded consumers on a reasonable endeavours basis, based on the information provided by our customers.

This SLA applies exclusively to consumers completing their compliance checks through the Coadjute digital journey where the consumer verifies their identity and submits evidence online via the Coadjute platform.