SLA & response time — what do we promise?

Response time per channel, replacement time for illness, escalation for no-shows.

Our SLA on one page

FlexHero uses a simple, measurable SLA. No small print, no excuses. Here is what you can expect from us — and what happens if we fall short.

Response times

• WhatsApp: Mon–Sun 08:00–21:00 — average 12 minutes, max 60 minutes
• Phone (office hours): Mon–Fri 08:00–18:00 — answered within 3 rings
• Email: 1 working day, often sooner
• Sickness reporting / urgent line: 24/7 within 15 minutes

Delivery / replacement SLA

• First profiles after request: 48 hours (standard roles)
• Replacement for a no-show: alternative within 4 hours, on site within 24 hours
• Replacement for illness (ongoing assignment): within 24 hours
• Urgent request (within 24h): possible, +15% urgency factor

Escalation — what if something goes wrong?

Is the SLA not working as promised? First contact your dedicated recruiter (fastest). If they don't respond within 2 hours, escalate to your account manager. Still no solution? Email management@flexhero.com — read personally by the management team, response within 4 hours.

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 skilled worker

Reporting

For volume clients we provide monthly SLA reporting: response times, delivery times, no-show rates and customer satisfaction (NPS). On request, also a real-time dashboard in the client portal.