TalentDuct

Service commitments

SLAs

These are the commitments in every client agreement, with how each is measured and where we currently stand. We publish the ones we are missing as well as the ones we are meeting.

SLA-01

On track

Acknowledge new requisition

We confirm receipt and assign a recruiter

Target

4 business hours

Rolling 90 days

1.8 hours

Measured
From requisition submitted to owner assigned
Exceptions
Requisitions received after 4:00pm AEST are acknowledged the following business morning.

SLA-02

On track

First shortlist delivered

At least three screened candidates presented

Target

5 business days

Rolling 90 days

4.6 days

Measured
From requisition acknowledged to shortlist sent
Exceptions
Where a role requires a security clearance, the target extends to 10 business days.

SLA-03

At risk

Candidate feedback returned

Interview outcome communicated to every candidate

Target

48 hours

Rolling 90 days

61 hours

Measured
From interview completed to candidate contacted
Exceptions
Applies to all candidates who reach interview, whether successful or not.

SLA-04

On track

Offer documentation issued

Contract and onboarding pack sent to the candidate

Target

24 hours

Rolling 90 days

19 hours

Measured
From verbal offer accepted to documents issued
Exceptions
Includes right-to-work verification and reference check summary.

SLA-05

Breached

Time to fill

Requisition closed with a placed candidate

Target

21 calendar days

Rolling 90 days

25 days

Measured
From requisition opened to offer accepted
Exceptions
Currently breached across two open requisitions. Recovery plan reviewed weekly with affected clients.

SLA-06

On track

Enquiry response

Any enquiry lodged through this site receives a reply

Target

1 business day

Rolling 90 days

5.2 hours

Measured
From case created to first human response
Exceptions
Enquiries lodged through the assistant create a case immediately and are triaged by the duty recruiter.

If we miss a commitment

Raise it through the assistant on this page. Lodging it there creates a case against your account, which means it is tracked and reportable rather than sitting in someone inbox. We respond within one business day with the measured timeline and what we are doing about it.