Summary:
This FAQ outlines the Service Level Agreement (SLA) timelines for standard and urgent pricing approval requests in the X4A system.
Table of Contents:
What is the SLA Timetable for Standard Requests?
What is the SLA Timetable for Urgent Requests?
Question 1: What is the SLA Timetable for Standard Requests?
Answer:
Request is submitted | Notification is sent to the Requestor, Primary Approver, and Delegate Approver. |
After 72 Hours (3 Business Days) | Second notification is sent to the Requestor, Primary Approver, Delegate Approver, and Escalation Contact. |
On the 6th Business Day | If no action is taken, a third notification is sent to the Requestor informing them the request has expired. |
Question 2: What is the SLA Timetable for Urgent Requests?
Answer:
Request is submitted | Notification is sent to the Requestor, Primary Approver, and Delegate Approver. |
After 24 Hours (1 Business Day) | Second notification is sent to the Requestor, Primary Approver, Delegate Approver, and Escalation Contact. |
Every 24 Hours until the 6th Business Day | A new notification is sent every 24 hours. |
On the 6th Business Day | If no action is taken, a sixth notification is sent to the Requestor informing them the request has expired. |