FinWellU Onboarding & Event Setup — Turnaround SLA

Overview

During the Phase 2 review meeting on 2026-03-16, the team confirmed service level expectations for two recurring operational tasks on the FinWellU platform: onboarding new companies and setting up events. Both tasks can be handled by Asymmetric or delegated to the FinWellU team via training.

See also: ^[1] | ^[2]

Confirmed SLAs

These were agreed upon verbally between Peter Tourville (FinWellU/NLPWM) and Mark Hope (Asymmetric) during the meeting.

Context & Rationale

Why 3–4 days is acceptable for standard requests:
FinWellU's event schedules are typically planned annually in early January, following open enrollment close. Most requests arrive with significant lead time, making a 3–4 day turnaround comfortable for the majority of cases.

Why same-day matters for urgent requests:
FinWellU has a history of being called in to support companies during mass layoff events — sometimes with as little as a weekend's notice (e.g., a Friday call for a Tuesday layoff affecting 350 employees). The platform needs to be ready to serve those employees immediately, making same-day responsiveness critical for this scenario.

"If you have something that's urgent and we need to do it quick, we'll do it… whatever you say, I've got to have this done by tomorrow, we'll pull the resources together and do it."
— Mark Hope

Process Options

Two models are available for handling new company onboarding and event setup:

1. Asymmetric handles it — FinWellU sends over the required information and Asymmetric configures the portal and/or event. This would carry an associated service fee (pricing TBD).
2. FinWellU trained internally — Asymmetric trains the FinWellU team to manage setup themselves. This reduces ongoing dependency but requires upfront training time.

Peter Tourville expressed a preference for Asymmetric to handle it, while also wanting to understand the process well enough to set realistic expectations with clients.

Future state: The long-term goal is to enable company representatives to self-manage event setup through a dedicated company portal, removing the need for either party to intervene for routine events. This feature is still under research.

Pricing

Pricing for Asymmetric-managed onboarding and event setup was flagged as a next-step conversation item. No rates were confirmed in this meeting.

Related Notes

• The GVA national partnership (meeting scheduled 2026-03-17) may significantly affect the volume of onboarding requests. Phase 2 development — including company portals — is paused pending GVA's input. See ^[2].
• If event volume scales rapidly (e.g., 5–10 new companies per week), the self-service portal becomes a higher priority.