SLA enforcement

Every review job is stamped with a deadline (currently a fixed 48 hours from submission). The Review app shows reviewers and lead reviewers a live countdown on every queued job via the shared SlaCountdown component, and a background sweeper writes a hard SLA_BREACHED ledger event the moment a deadline passes without a decision.

Default deadline

• Every job — 48 hours from submittedAt, regardless of document type or priority. The exact deadline is returned on every job as the slaDeadline field.

Per-document-type and per-firm SLA overrides are on the roadmap; the current implementation applies the same 48-hour window to every job.

What happens when a deadline passes

• An SLA_BREACHED ledger record is written, anchoring the breach to the immutable chain (the reviewJobId is included in the record metadata).
• The job's status moves to ESCALATED so it surfaces at the top of the queue for senior attention.
• If you have a webhook subscription for SLA_BREACHED, the event fans out to your endpoint.

Evidence produced

• SLA_BREACHED ledger events for every breach.
• SLA performance is rolled into the Consumer Duty outcome report at GET /v1/reports/consumer-duty (median completion time and breach rate per period).

FCA mapping

• PRIN 6 — Customers' interests
• PRIN 2A.5 — Consumer support outcome
• SYSC 6.1.1R — Adequate policies and procedures

See also

• Review
• Ledger events reference