Service Turnaround Times (SLA)
Review response windows for support requests, profile verification approvals, and test results.
Overview
To help you coordinate your placement preparation, Highrr operates under strict Service Level Agreements (SLAs) for support ticket resolutions, supervisor approvals, and test scoring schedules.
Service Level Windows
Experience & Project Approvals
When you request supervisor verification, an email is dispatched containing a secure verification token link.
- Once the supervisor clicks "Approve", your profile status updates to green
VERIFIED ✓within 10 minutes. - If rejected, the status changes to red
REJECTED. You can correct the details and submit again.
Support Tickets Response Times
Helpdesk queues are sorted and routed based on operational priority:
- 🔴 High Priority (Blockers): Account access failures or exam compiler issues are resolved under 12 hours.
- 🟡 Medium Priority (Profile Issues): Crop failures or whitelisting sync issues are resolved under 24 hours.
- 🟢 Low Priority (General Inquiries): Resume design queries or glossary requests are resolved under 48 hours.
AI Assessment Graded Reports
AI compiler and communications evaluations publish reports on your dashboard:
- Coding & Tech Tests: Reports generate and publish **instantly** (within 10 seconds) upon submission.
- Psychometric Evaluations: FIT reports compile and publish within 3 minutes of submission.
Monitoring Approval Workflows
Follow these steps to monitor and expedite your verification requests:
VERIFIED ✓ once approved.
FAQs & Troubleshooting
Q: My supervisor clicked the approval link, but my card still says "Pending".
A: Wait **10 minutes** and refresh the page. If the status does not update, ask them if they saw the success screen, or submit a support ticket.
Q: Are support tickets handled over weekends or holidays?
A: Support engineering is active on weekends during active university drive schedules to resolve access and proctoring blockers. Standard low-priority tickets are processed on the next business day.
Q: What is the timeline for resolving payment issues?
A: Subscription payment failures are marked as High Priority and are resolved or updated within **12 hours** of ticket submission.
Q: How long does the support desk keep ticket histories active?
A: Your ticket history is saved permanently on your portal under **Support Desk → My Tickets** to allow you to review resolutions and diagnostic records at any time.
Q: What happens if a ticket exceeds its SLA turnaround time?
A: If a ticket is not resolved within the SLA window, it is escalated automatically to the university placement head and Highrr's support director.
Q: Can I speed up my supervisor verification turnaround time?
A: Yes. You can click **Resend Verification** on your profile experience card. This generates a fresh link and pushes it to the top of your supervisor's email inbox.