Resident Room Move Service Level Agreement (SLA)

In order to move residents into, out of, or within a community, in some cases, staff members are required to edit the Resident Directory in the Team Hub. (This is not the case for communities with a CRM integration) When a change is made to the Team Hub Directory a ticket is created for the K4Connect Support Team which triggers a process of manual, back-end transactions like system association or removal, profile updates, etc. Since this is a manual process, the staff user, upon submission of the changes, is notified of the following: “Changes submitted, please allow 24-48 hours for the changes to take effect in our system.”

Support is typically able to resolve any inbound move tickets within the 24-48 hour timeframe, but when large numbers of move tickets are received within a short timeframe that resolution window expands due to other commitments and requirements that Support also manages.

SLA