Response Time SLA
Last Updated: January 12, 2026
Purpose
This Service Level Agreement (SLA) establishes expected response times for various types of inquiries and support requests. We are committed to providing timely, helpful responses to students, applicants, employers, and other stakeholders.
Response Time Standards
Email Inquiries
24-48 hrs
General questions and non-urgent matters
Phone Calls
Same Day
During business hours (8 AM - 6 PM EST)
Applications
2-3 Days
Initial review and response
Urgent Matters
4 Hours
Safety, security, or critical issues
Response Times by Department
Admissions
- General inquiries: 24-48 hours
- Application status: 2-3 business days
- Document verification: 3-5 business days
- Enrollment questions: Same business day
Student Services
- Academic advising: 24-48 hours
- Technical support: 4-8 hours
- Financial aid: 2-3 business days
- Career services: 48 hours
Registrar
- Transcript requests: 3-5 business days
- Credential verification: 1-2 business days
- Enrollment verification: Same business day
- Grade inquiries: 24-48 hours
IT Support
- Critical system issues: 1 hour
- Login/access problems: 4 hours
- General tech support: 8-24 hours
- Feature requests: 5 business days
Priority Levels
Critical (4 hours)
- Safety or security threats
- System outages affecting access
- Payment processing failures
- Data breach or privacy concerns
- Imminent deadline issues
High (Same Day)
- Enrollment deadline approaching
- Financial aid urgency
- Grade disputes
- Attendance issues
Medium (24-48 hours)
- General questions
- Program information
- Schedule changes
- Non-urgent technical issues
Low (3-5 business days)
- General feedback
- Suggestions
- Non-time-sensitive requests
- Historical records
Business Hours
- Monday - Friday: 8:00 AM - 6:00 PM EST
- Saturday: 9:00 AM - 1:00 PM EST (limited services)
- Sunday: Closed
- Holidays: Closed (see holiday schedule)
Response times are calculated based on business hours. Requests received outside business hours will be addressed on the next business day.
Exceptions
Response times may be extended during:
- Peak enrollment periods (2-4 weeks before term start)
- System maintenance or upgrades
- Holidays and institutional closures
- Emergency situations
- Unusually high volume of requests
We will notify users of expected delays when possible.
Escalation Process
If you don't receive a response within the expected timeframe:
- Check spam/junk folders for email responses
- Verify you provided correct contact information
- Follow up with the same department
- If no response after 2 follow-ups, escalate to supervisor
- Contact main office: (317) 314-3757
Quality Standards
All responses will:
- Be professional and courteous
- Address the specific question or concern
- Provide clear, actionable information
- Include next steps if applicable
- Offer additional resources when helpful
Contact Information
For inquiries and support:
- General: Contact Us
- Admissions: Contact Us
- Student Services: Contact Us
- IT Support: Contact Us
- Phone: (317) 314-3757
- Emergency: (317) 314-3757 ext. 911
Related Policies: