Client Onboarding Process & SLA

Onboarding (typical 2–4 weeks):

• Week 1 — Discovery & scope: Collect contracts, staff lists, policies

• Week 2 — Workspace setup: Create client workspace, upload templates, configure leave and roles

• Week 3 — Data upload & testing: Add employees, run sample workflows

• Week 4 — Training & handover: Train managers, deliver user guides and go‑live

SLA examples:

• Email response: within 48 hours

• Critical system issue: response within 4 hours (business hours)

• Monthly reporting: delivered within first week of following month