Service Level Commitment

Every client engagement is guided by five principles:

• Professionalism
• Accountability
• Transparency
• Timely Communication
• Continuous Improvement

Our objective is to become a trusted Business Administration Partner that supports your organisation through structured systems and dependable coordination.

Our standard business hours are:

Requests received outside business hours will be reviewed on the next working day unless otherwise agreed.

We are committed to maintaining clear and professional communication.

Our team aims to:

• Acknowledge enquiries within one business day.
• Keep clients informed about the progress of ongoing work.
• Respond courteously and professionally.
• Communicate promptly if additional information or documentation is required.
• Inform clients of any expected delays affecting service delivery.

Response times may vary depending on the complexity of the request and the information available.

Business Administration services are delivered according to the agreed scope of engagement.

Delivery timelines may depend on:

• Completeness of information provided by the client.
• Timely approvals and decisions.
• Availability of required documentation.
• Coordination with authorised professionals.
• Government or regulatory processing timelines where applicable.

Structiva will make reasonable efforts to progress every engagement efficiently while keeping clients informed throughout the process.

Every client receives structured support through:

• A designated point of contact.
• Business Administration coordination.
• Scheduled communication where applicable.
• Guidance on documentation and next steps.
• Assistance within the agreed scope of services.

To encourage continuous improvement, Structiva may conduct periodic business reviews with active clients.

These reviews may include:

• Progress updates.
• Administration observations.
• Documentation status.
• Process improvement recommendations.
• Planning for future requirements.

The frequency of reviews depends on the selected Business Administration Solution and engagement plan.

If you believe a matter requires additional attention, we encourage you to contact us promptly.

Our escalation process follows these stages:

1. 1Level 1 – Business Administration Coordinator
2. 2Level 2 – Relationship Manager or Department Lead
3. 3Level 3 – Senior Management Review

Our objective is to resolve concerns professionally, fairly and in a timely manner.

Successful Business Administration depends on collaboration.

Clients are requested to:

• Provide accurate information.
• Submit required documents promptly.
• Respond to requests for clarification.
• Nominate authorised contacts.
• Review and approve documents where required.
• Inform Structiva of any significant business changes relevant to the engagement.

Delays in receiving information or approvals may impact service timelines.

Structiva provides administration, coordination and governance support.

Our Service Level Commitment does not apply to delays arising from:

• Government departments.
• Regulatory authorities.
• Banks and financial institutions.
• Licensed professionals appointed by the client.
• Courier or postal services.
• Technology failures beyond reasonable control.
• Force majeure events, including natural disasters, public emergencies or network outages.

We believe every client interaction is an opportunity to improve.

Structiva regularly reviews its:

• Business Administration processes.
• Communication practices.
• Client feedback.
• Internal standards.
• Service delivery methods.

Constructive feedback is always welcome and helps us strengthen our Business Administration as a Service (BaaS) model.

If you have any questions regarding our Service Level Commitment or require assistance, please contact us.