Response SLAs: what the 48-hour guarantee means
Our Accounting Scale plan promises a 48 hour guaranteed response time – find out what this means in practice
Our Accounting Scale plan includes a 48-hour response service level agreement (SLA). Every query submitted by email or phone will receive a substantive response within two business days (Monday to Friday).
What the 48-hour SLA covers
- All email queries submitted to your named accountant or the support team
- Phone messages left during business hours
- Karbon messages and document submissions
What counts as a response
A response means a substantive reply that either resolves your query or confirms it is being worked on and gives an expected completion time. An automated acknowledgement does not count as a response for SLA purposes.
Business hours
9:00am to 5:30pm Monday-Friday, excluding bank holidays.
If the SLA is not met
If a query is not responded to within 48 hours, this is escalated to the Accounting Practice Director directly and followed up with affected customers to resolve the matter promptly.
💡 Good to know: The 48-hour SLA applies to Accounting Scale plan members only. On our Accounting Standard and Simple plans, we aim to respond to all queries within a reasonable timeframe, but there is no formal SLA. If guaranteed response time is important to your business, our Accounting Scale plan is the right choice for you.
Not found what you're looking for?
Please get in touch and we'll be happy to help:
Email: You can submit a request using our contact form
Live Chat: Select the live chat icon on the bottom right