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Service Level Agreements (SLAs)

Loan Quality Connect is a task-based system and each task has a time frame associated with it. These time frames ensure that post purchase file review processes help manage loan quality by providing timely, efficient, and actionable results.

The time intervals associated with tasks are known as service level agreements (SLAs) and vary for different types of requests. In other words, an SLA is the total number of days you have in Loan Quality Connect to respond to – or complete – the request you receive from Fannie Mae. Both the lender and Fannie Mae are subject to task SLAs within the system.  

Note:  Proper Pipeline maintenance addresses all loans before SLA expires and becomes a negative number, indicating a breach and the forfeiture of further appeals.

SLAs that apply in Loan Quality Connect are shown in the following table.

Name of Action

SLA          (Days)

In SLA    (Days)

Near SLA (Days)

Outside SLA          (Days) 
Initial Loan File Request 30 or fewer 0 – 14 15 – 30 31 or more
Missing Document Request 10 or fewer 0 – 4 5 – 10 11 or more
Notice of Potential Defect 30 0 – 14 15 – 30 31
Initial Resolution Request 60 or fewer 0 – 30 31 – 60 61 or more
Reaffirm 15 or fewer 0 – 7 8 – 15 16 or more
Second Reaffirm (if applicable) 15 or fewer 0 – 7 8 – 15 16 or more
Impasse Response 15 or fewer 0 – 7 8 – 15 16 or more
Management Escalation Response 15 or fewer 0 – 7 8 – 15 16 or more
Independent Dispute Resolution (IDR) Response 30 or fewer 0 – 14 15 – 30 31 or more
Self Report/Voluntary Repurchase Request Additional Information Request 10 or fewer 0 – 4 5 – 10 11 or more
DVC Initial Lender Action Required 30 or fewer 0 – 14 15 – 30 31 or more
DVC Secondary Lender Action Required 30 or fewer 0 – 14 15 – 30 31 or more

Loan Quality Connect also lets you know how much time you have left to comply with the SLA for a specific request using the definitions below:

  • In SLA: all loans where the number of days left to complete the request is greater than half (50%) of the SLA time frame.
  • Example SLA is 30 days: loans In SLA have 16 or more days left to complete the request.
  • Near SLA: all loans where the number of days left to complete the request is 50% or less of the SLA time frame.
  • Example SLA is 30 days: loans Near SLA have 15 or fewer days left to complete the request.
  • Outside SLA: includes all loans where the original due date has passed and the SLA for that request has been exceeded.
    • Example SLA is 30 days: loans Outside SLA have reached 31 or more days from the date of the request.

Note: Pipeline Maintenance and Management should avoid, or quickly resolve, any loan which exceeds SLA and becomes a negative number - representing the number of days Past Due.

The In-, Near-, or Outside SLA statuses are displayed at the top of most pages in Loan Quality Connect within circles known as business intelligence (BI) cards. See Business Intelligence (BI) Cards for more information on using BI cards to streamline your workflow.