Operational transparency & contractual integration
1. Purpose, scope & operating entity
Indus Emissary (operated by Xharvoc Ltd., UK Company No. 16590285) delivers high-touch relocation advisory, dual-vocational placement, and language training. Relocation is time-critical: university deadlines, intake cutoffs, and visa appointment windows require strict adherence to scheduling.
This SLA applies to:
- Active candidates enrolled under a signed Client Service Agreement or Statement of Work (SOW);
- Learners enrolled in the Indus Emissary German Language Academy cohorts;
- Authenticated candidate portal account holders accessing digital document lockers and tracking tools;
- Institutional recruitment and educational channel partners;
- Prospective applicants submitting initial inquiries via our contact and diagnostic tools.
- Operating entity
- Xharvoc Ltd.
- Trading name
- Indus Emissary
- UK company registration
- 16590285 (England & Wales)
- Headquarters
- 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
- Operational hubs
- London (United Kingdom), Stuttgart (Germany), and New Delhi (India)
- Central support desk
- hello@indusemissary.com
2. Platform & portal uptime (99.9%)
Candidates rely on the Indus Emissary digital portal for milestone tracking, secure document storage, and consultant messaging. We maintain a high-availability cloud architecture designed for international access.
- Target availability: We target an average monthly availability of 99.9% for the candidate portal and authenticated endpoints, excluding scheduled maintenance.
- Scheduled maintenance windows: Routine infrastructure enhancements are scheduled during off-peak weekend hours (Sundays between 01:00 UTC and 04:00 UTC). We provide at least 48 hours advance notice via portal notification or email.
- Emergency maintenance: In the rare event of a critical security patch or host infrastructure failure, emergency maintenance may be executed with immediate notice on our Trust Centre status page.
3. Inquiry classification & response targets
Inquiries and support tickets submitted through the candidate portal or official email channels are categorized according to urgency and impact. Our support desk operates with guaranteed initial response windows:
| Priority Tier | Category / Scenarios | Initial Response Target | Action Plan / Resolution Target |
|---|---|---|---|
| Tier 1 — Critical / Urgent Imminent Deadlines & Rejection Notices |
| Within 4 business hours | Same business day (within 8–12 hours) |
| Tier 2 — High Priority Core Dossier & Application Reviews |
| Within 24 business hours | 2 to 3 business days for comprehensive review delivery |
| Tier 3 — Standard Priority General Enquiries & Portal Maintenance |
| Within 24 business hours | 2 business days |
| Tier 4 — General Public Prospective Candidate & Route Enquiries |
| Within 1 to 2 business days | 3 business days |
Note: Business hours are calculated based on operational hub hours (Monday–Friday, 09:00–17:30 GMT/CET and 09:30–18:00 IST), excluding recognized public holidays.
4. Application milestone turnaround schedules
Each phase of your relocation journey is governed by explicit turnaround benchmarks once all prerequisite candidate documents are received:
| Service Phase | Milestone Deliverable | Standard Turnaround | Candidate Prerequisites |
|---|---|---|---|
| 1. Diagnostic & Route Mapping | Comprehensive Eligibility & Pathway Assessment Report | 3 business days | Submission of complete academic transcripts, CV, and target intake preferences |
| 2. German Dossier Standardisation | DIN 5008-standard German CV (*Lebenslauf*) & Motivation Letter drafting | 5 business days for v1; 2 business days for revisions | Completed candidate onboarding questionnaire and authenticated work records |
| 3. APS India Audit | Pre-submission document verification audit & dossier check | 3 business days | All semester marksheets, provisional/original degree, and professor contact details |
| 4. Ausbildung Application Lodgement | Initial batch lodgement with targeted German chambers and accredited employers | 7 business days | Finalized German dossier, B1/B2 language certificate (or enrollment proof), and passport copy |
| 5. University Clearing & Lodgement | uni-assist dossier validation or direct university portal submission | 4 business days | Certified translations, APS certificate, and university selection sign-off |
| 6. Consular File Preparation | National Visa (D-Visa) document dossier audit, VIDEX digital validation & mock interview | 3 business days | Admission letter / training contract, Sperrkonto funding confirmation, and health insurance |
| 7. Language Academy Feedback | Diagnostic homework correction, spoken review, and full mock exam grading | 48 hours (homework); 4 business days (mock exams) | Submission via candidate portal or virtual classroom portal |
Milestone sign-off protocol
5. German Language Academy instructional standards
The Indus Emissary German Language Academy operates with strict pedagogical and instructional standards to ensure candidates achieve their target CEFR levels (A1 to B2/C1) on schedule.
Cohorts run precisely according to published class schedules. If an instructor faces an unforeseen medical emergency, an accredited substitute is assigned or a designated makeup session is arranged with at least 12 hours notice where practicable.
Written assignments and grammar drills submitted through the portal receive instructor feedback and diagnostic corrections within 48 hours of submission.
Full-length Goethe-Zertifikat / telc simulation exams (Lesen, Hören, Schreiben, Sprechen) are graded with detailed score breakdowns within 4 business days.
Live cohort batches are capped to ensure every learner receives individual speaking practice, interactive question time, and personalized pronunciation coaching.
6. Document verification & privacy turnarounds
Handling sensitive identity credentials, academic degrees, and financial proofs requires rigorous security governance.
- Encryption standards: All files stored in the candidate locker are encrypted at rest using AES-256 and in transit using TLS 1.3.
- Access control: Documents are accessible solely to assigned case consultants, language faculty, and compliance auditors on a strict need-to-know basis.
- Privacy & DPDP request fulfillment: Data Subject Access Requests (DSARs), rectifications, or consent withdrawals under UK GDPR, EU GDPR, or India DPDP Act 2023 are acknowledged within 48 hours and fulfilled within 30 calendar days.
- Secure deletion: When a case closes or a candidate requests erasure, files are permanently purged or anonymized in alignment with our data retention schedule.
7. Sovereign authority boundaries & exclusions
Absolute exclusion: external sovereign processing times
The following external delays are strictly excluded from our SLA performance calculations:
- Consular visa processing duration: German diplomatic missions determine processing times at their sole discretion (standard processing ranges between 4 and 12 weeks, depending on the municipal Ausländerbehörde).
- Consular visa waitlists & appointment slot release: VFS Global / embassy appointment booking queue durations are dictated entirely by the German Missions in India, Nepal, or the relevant jurisdiction.
- APS India verification processing: Academic Evaluation Centre (APS India) verification certificates typically take between 3 and 8 weeks depending on Indian university registrar responsiveness.
- University admissions senates: German state universities evaluate dossiers according to statutory semester windows (typically 4 to 8 weeks after the application deadline).
- Ausbildungsbetrieb hiring decisions: Individual German employers manage their own internal recruitment cycles, interview rounds, and works council (Betriebsrat) approval procedures.
8. Candidate dependencies & clock-pause rules
Our ability to meet milestone delivery targets depends on prompt candidate cooperation. The SLA turnaround clock operates on mutual accountability.
Clock-pause conditions
The SLA turnaround clock automatically pauses under the following conditions:
- Incomplete or unreadable files: If an uploaded transcript, marksheet, or passport scan is blurry, corrupted, cropped, or missing pages.
- Pending candidate feedback: If a consultant submits questions or a draft for approval, and the candidate has not responded within 5 business days.
- Unpaid milestone invoices: If an agreed milestone invoice remains unpaid past its stipulated due date.
- Candidate-requested hold: If the candidate formally requests a temporary study break or case suspension.
Once the required input or payment is received, the SLA turnaround clock resumes from where it paused.
9. Incident & grievance escalation pathway
If you experience any delay, quality concern, or communication breakdown, we maintain a clear, multi-tiered escalation pathway to ensure prompt executive resolution:
Level 1 — Assigned Case Consultant / Tutor
First LineDirect inquiry through your candidate portal messaging desk or during scheduled advisory sessions. Response expected within 24 business hours.
Level 2 — Operations & Quality Lead
Operational EscalationIf your inquiry is unresolved after 24 business hours or an agreed milestone is overdue, email hello@indusemissary.com with the subject line: [ESCALATION - Case ID]. The Operations Lead will review your file and provide an action plan within 24 business hours.
Level 3 — Executive & Legal Director
Executive DeskFor persistent delays or unresolved disputes, formal notice can be directed to the Legal & Executive Desk at hello@indusemissary.com. Our Director will conduct a formal case audit and issue a written binding resolution within 48 business hours.
10. Service remedies & performance credits
We stand behind our commitments. If Indus Emissary fails to meet a committed milestone turnaround due to internal operational negligence or avoidable delay (without candidate-caused dependencies or sovereign delays):
- Expedited priority handling: Your file is immediately escalated to senior consultants for priority completion at zero additional charge.
- Complimentary director strategy session: You will receive a complimentary 45-minute one-on-one strategy review with our Operations Director.
- Service credit provision: Where stipulated in your bespoke Client Service Agreement, a service credit (e.g. 5% to 10% credit toward your next milestone invoice or language cohort level) may be applied upon formal request.
- No cash compensation for external delays: Service credits and remedies do not apply to delays arising from external embassy processing, consular queues, or third-party credential clearinghouses.
11. Operational hubs, timezones & calendars
Indus Emissary operates across three integrated regional offices to deliver responsive support across European and South Asian timezones:
Hours: Mon–Fri, 09:00–17:30 GMT/BST
Focus: Compliance, corporate governance, European admissions
Hours: Mon–Fri, 09:00–17:30 CET/CEST
Focus: German employer liaisons, chamber matching, language faculty
Hours: Mon–Fri, 09:30–18:00 IST
Emergency: Sat, 10:00–14:00 IST
Focus: Candidate onboarding, APS audit, consular preparation
12. FAQs, modifications & official helpdesk
Frequently asked questions
SLA modifications & audit
This SLA is audited and updated annually to incorporate new technology improvements and workflow enhancements. Updated standards apply to all ongoing cases upon publication with an updated effective date.