Pass-Guarantee SLA Improvement

The pass-guarantee's turnaround time (up to 10 working days) made it effectively unusable in practice, since customers could pass the relevant audit stage before the guarantee review was completed.

Proposed Solutions:

• Surface the turnaround lead time clearly at sign-up and within the app.

• Display a booking deadline relative to the customer's audit date.

• Explore shortening the turnaround time or adding deadline reminder notifications.

Acceptance Criteria:

• Turnaround time for the pass-guarantee is displayed at sign-up and in-app before booking.

• Users see a calculated booking deadline based on their audit date.

• Reminder notifications are sent to users approaching their booking deadline.