Features

SLA enforcement

Turnaround time guarantees with breach events — so review backlogs cannot quietly grow into a problem.

Each firm sets its own SLA targets per document type and priority. Bedrock tracks each job's deadline relative to its target, raises soft alerts as the deadline approaches, and writes a hard SLA_BREACHED ledger event when it passes. Reviewers and lead reviewers see countdown timers in the Principal app via the shared SlaCountdown component.

Defaults

  • Standard suitability report — 5 working days
  • Urgent suitability report — 24 hours
  • KYC update — 2 working days

Firms can override any of these in their settings.

Evidence produced

  • SLA_BREACHED ledger events
  • Per-firm breach rate dashboards
  • Quarterly SLA report (PDF)

FCA mapping

  • PRIN 6 — Customers' interests
  • PRIN 2A.5 — Consumer support outcome
  • SYSC 6.1.1R — Adequate policies and procedures

See also