Deadlines and service levels

Many rules expect reporters to be acknowledged within days and given feedback within months. ClearVoice applies the deadlines you set to each new case and watches them for you.

The two deadlines

• Acknowledgement: set between 1 and 30 days. Reports are acknowledged automatically on receipt.
• Feedback: set between 1 and 12 months. The default of 3 months matches the EU Whistleblower Directive.

Counting days

You can count business days only. Weekends and the holidays you list under Settings are skipped.

Pauses

The clock pauses while a case is Awaiting reporter, Awaiting evidence or Suspended. The time lost is added back to the deadline when the case resumes.

Extensions

A case manager can extend a deadline with a written justification, up to 90 days in total. Every extension is recorded.

Warnings and breaches

• A background monitor runs every 15 minutes.
• Seven days before a deadline it warns the assignees and managers.
• Once a deadline passes it adds a timeline entry and alerts the assignees and managers.
• A breach notifies people. It does not change the case's status.