SLA Our Service Level Agreement Placements What Sonovate do Sonovate will complete all placements within 24 hours of submission. Placements submitted by 10am on a Monday will be processed in that week's payroll run. Please note: If a credit limit decision is escalated to an underwriter, we will contact you with revised timescales. What our customers do Placements must be submitted by 10am each Monday to guarantee processing in line with weekly billing deadlines. Credit What Sonovate do Same day response for credit applications submitted by 1pm. What our customers do No action required. Timesheets What Sonovate do Approved timesheets received before 12pm (midday) on a Tuesday will be processed in that week's payroll run. What our customers do Usually 12 months Approved timesheets to be received by 12pm (midday) each Tuesday. Please note: to protect all parties from the potential of fraud, we cannot accept a 'forwarded on' email approving a timesheet for a contractor. Adjustments What Sonovate do Complete cashflow management Pay/charge adjustments received before 5pm on a Monday, will be processed in that week’s payroll run. What our customers do Invoice queries must be submitted before 5pm each Monday to ensure resolution in that billing week. Help What Sonovate do We aim to resolve general queries in less than three working days. For queries that involve more than one department, we aim to complete within five working days. What our customers do To receive the fastest response, please email; firstname.lastname@example.org for general queries and questions email@example.com for timesheet specific queries and questions.