This Service-Level Agreement (SLA) outlines the standards of service you can expect from Veridica Global. Our goal is to provide a reliable, transparent, and high-quality experience.

1. Scope of Service

This SLA applies to the document processing services offered by Veridica Global. It covers our internal processes, communication standards, and quality control measures.

2. Our Commitments

A. Document Review & Intake

Upon receipt of your order and documents, we commit to performing an initial review for completeness and obvious errors within 2 business days. We will notify you promptly if additional information or corrections are needed before submission.

B. Communication & Status Updates

• Initial Confirmation: You will receive an email confirmation within 4 hours of submitting your online request.
• Status Updates: We will provide proactive status updates via email at key milestones, including receipt of physical documents, submission to government agencies, and completion of authentication.
• Inquiry Response Time: We will respond to all client inquiries submitted via email or our client portal within 1 business day.

3. Quality Assurance

We perform a multi-point quality check to ensure that all paperwork is correctly filled out, all required documents are present, and all authentications have been properly affixed before returning the documents to you. Our internal error rate is our primary performance metric.

4. Exclusions

This SLA does not cover and Veridica Global is not responsible for:

• Third-Party Delays: Processing times of government agencies, embassies, or consulates.
• Courier Performance: Delivery times, loss, or damage by third-party courier services.
• Client-Side Errors: Delays resulting from incorrect information or documents provided by the client.
• Force Majeure: Delays caused by events beyond our reasonable control, such as natural disasters, government shutdowns, or pandemics.

5. Issue Resolution

Should you have a concern about our service, please contact us at support@veridicaglobal.com. We commit to acknowledging your concern within 1 business day and providing a formal response or resolution plan within 3 business days.