4myBenefits – Service Level Standards (SLS)
4myBenefits strives to answer your emails as quickly as possible regardless of urgency. Please note : * Urgen t items will be pushed to the front for servicing.
*Urgent items are at discretion of the servicing team. •
Access to Care, Payroll, COBRA are a few examples of urgent items.
Initial Response Times
1 st – 3 rd Quarter
4 th Quarter
4myBenefits Teams
Sales
Within 24 hours Within 24 hours Within 24 hours Within 72 hours Within 24 hours
Within 48 hours Within 48 hours Within 48 hours Within 72 hours Within 48 hours
Implementation Client Services
EDI
File Team
Call Center Live Call
70% of calls answered within 30 seconds Within 24 hours from voicemail
70% of calls answered within 30 seconds Within 24 hours from voicemail
Call Center Voicemail
Data Service Request Times
EDI Types
All Year Round
*New Carrier Feed *Structure Change FTP Adjustment
Within 12 weeks Within 6 weeks Within 1 week Within 1 week
Discrepancy Classification Discrepancy Resolution (EDI)
Within 1 week following classification Within 1 week following classification
Discrepancy Resolution (Service Team)
The EDI timeline is subject to change, based on but not limited to, any delays of required information from carriers for file feeds, enrollment system configuration and carrier turnaround times. *The above service timelines are based on standard configuration requirements. Changes outside the standard configuration requirements may incur additional time – to be determined by the nature of the change. Non-Standard configuration means breaking the carriers previously agreed upon format. Additionally, feeds for carriers or formats not yet templated also are classified as Non-Standard – COBRA & Leave Management, etc.
Document Revised 5-12-2023
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