Service Request SLAs & Processing Times
Learn about service request processing times and service level agreements (SLAs)
Understanding the processing times for SLAs for different service requests ensures efficient case handling and client expectations management. Each service request falls into a specific timeline, with designated processing times based on complexity, required approvals, and external dependencies.
When to Review Service Request SLAs & Processing Times
Review SLAs and processing times when:
- Submitting a new service request to set appropriate expectations for completion.
- Following up on an existing service request to determine if it is within the expected timeframe.
- Managing client expectations on when a request will be processed and completed.
- Identifying any delays in the pipeline and escalating cases as needed.
How to Check Processing Times
To check the processing times for a specific service request, you can locate the ticketit:
- In the Right-Side Panel of the client's CRM Contact Record under Tickets.
- In the Pipeline associated with the request (e.g., Add Funds, Withdraw, Transfer, Plans, Account Administration), where you can track the progress.
- Refer to the Processing Times Table to determine the estimated time frame for completion.
If a request is taking longer than the standard processing time, check for additional review requirements, missing documentation, or approval delays.
Processing times for Withdrawals
The processing times for withdrawals can vary depending on the method used and the availability of sufficient cash in the account. Below are the typical completion times for different withdrawal methods.
| Service Request | Processing Time (Business Days) |
| EFT Out | 7-11 / 1-2 (sufficient cash in account) |
| Withdraw to an Investment Account (In-Kind) | 4 |
| Withdraw to an Investment Account (In-Cash) | 7-11 |
| Sending a Cheque | 7-11 |
| Sending a Cheque to a Third Party | 7-11 |
| Home Buyers Plan (HBP) Withdrawals | 7-11 |
| Lifelong Learning Plan (LLP) Withdrawals | 7-11 |
| Unlocking from a Locked-In Account | 7-11 |
Processing times for Transfers
The processing times for transfers can vary depending on the method used. Below are the typical completion times for different transfer methods.
| Service Request | Processing Time (Business Days) |
| Cash Transfers | 7-11 / 4 (sufficient cash in account) |
| Security Transfers | 4 |
| Third-Party Cash Transfers | 7-11 |
| Third-Party Security Transfers | 4 |
| Unlocking 50% from a Locked-In Account | 4 |
| Transfers Due to a Marital Breakdown | 4 (In-Kind) / 7-11 (In-Cash) |
Processing times for Systematic Plans
Below are the typical completion times for different systematic plan requests.
| Service Request | Processing Time (Business Days) |
| Create PAC Plan | 3 |
| Create SWP Plan | 3 |
| Manage PAC Plan | 3 |
| Manage SWP Plan | 3 |
| Manage RIF Plan | 3 |
| Manage LIF Plan | 3 |
Processing Times for Contributions
The processing times for contributions can vary depending on the method used. Below are the typical completion times for different contribution methods.
| Service Request | Processing Time (Business Days) |
| EFT In | 4 |
| Contribute From Investment Account (In-Kind) | 4 |
| Contribute From Investment Account (In-Cash) | 7-11 |
| Initiate a Transfer | 4-8 weeks |
Processing Times for Account Administration Requests
The processing times for account administration requests can vary depending on the type of request. Below are the typical completion times for different types of account administration requests.
| Service Request | Processing Time (Business Days) |
| Account Fee Change | 5 |
| Banking Update | 5 |
| Beneficiary Update | 5 |
| Document Delivery | 3 |
| Add/Update POA | 10 |
| Book Value Adjustment | 7 |
| Cancel/Correct | 14 |
| Client Passed Away | 3 |
| Close Account | 5 |
| Credit Client Account | 5 |
| Estate Processing | 20 |
| Home Buyers Plan | 7-11 |
| Life Long Learning Plan | 7-11 |
| Marital Breakdown | 10 |
| RollBack Optionsre | 10 |
| Tax Slips Corrections | 10 |
| Tax Slip Duplicates | 10 |
| Update Account Documentation | 7 |
| Update Account Legislation | 7 |
| Update Address | 7 |
| Update DOB | 7 |
| Update Emails | 7 |
| Update Name | 7 |
| Update Phone Number | 7 |
| Update SIN | 7 |
| Special Unlocking (Hardship, Shortened Life Expectancy) | 7-11 |
| 50% Unlocking (Alberta) | 4 |
| 50% Unlocking (Non-Alberta) | 4 |
| Recalculate LIF Maximum | 2 |
| RESP Breakdown | 2-3 |
| Rollback Options (RIF/LIF → RRSP/LIRA) | 5 |
| VALNIL Security Write-Offs | 5 |
Best Practices
To ensure service requests are processed efficiently:
- Submit complete and accurate information to prevent delays.
- Attach all required documentation at the time of submission.
- Monitor request status regularly in the CRM and follow up as needed.
- Escalate urgent requests if they exceed the standard processing time.
- Communicate processing times clearly to clients to manage expectations.
Tip: For additional guidance, refer to CRM-specific articles on each pipeline and feature.