SLA & response time — what do we promise?
Response time per channel, replacement time in case of illness, escalation in case of no-show.
Our SLA on one page
FlexHero uses a simple, measurable SLA. No small print, no excuses. Here’s what you can expect from us — and what happens if we don’t deliver.
Response times
- WhatsApp: Mon–Sun 08:00–21:00 — average 12 minutes, max 60 minutes
- Phone (office hours): Mon–Fri 08:00–18:00 — answer within 3 rings
- Email: 1 working day, often faster
- Sickness reporting / emergency line: 24/7 within 15 minutes
Delivery / replacement SLA
- First profiles after request: 48 hours (standard functions)
- Replacement in case of no-show: alternative within 4 hours, on-site within 24 hours
- Replacement in case of illness (ongoing assignment): within 24 hours
- Urgent request (within 24 hours): possible, +15% urgency surcharge
Escalation — what if things go wrong?
Is the SLA not working as promised? Contact your dedicated recruiter first (fastest option). If they do not respond within 2 hours, escalate to your account manager. Still no solution? Email management@FlexHero.com — read personally by management, response within 4 hours.
Compensation for SLA breach: if the replacement SLA is not met, we automatically credit the rate for the hours not delivered. No discussion.
Quality SLA
- Satisfaction guarantee (first 5 working days): terminate free of charge, free replacement
- No-show rate (KPI): < 2% across all placements — measured quarterly
- Aftercare week 1 + month 1: mandatory check-in with every new craftsman
Reporting
For high-volume clients, we provide monthly SLA reports: response times, delivery times, no-show rates and customer satisfaction (NPS). A real-time dashboard in the client portal is also available on request.
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