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What is the expected wait time for a response from The Service Hub? | Customer Support at Seneca

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Posted in: The Service Hub frequently asked questions

What is the expected wait time for a response from The Service Hub?

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  • nicole.laverty
    Nicole Laverty
    12/6/2023
    As the centralized communication centre for all incoming inquiries to Seneca Polytechnic, The Service Hub strives to respond back and/or escalate a case to specialist services within a reasonable time period regardless of the initiated service channel. 

    Do not send duplicate cases as wait times may vary during peak-periods; cases requiring escalation to a specialist team may take longer to resolve depending on the nature of the inquiry. All required documents and forms should be attached to the case to ensure a smooth transaction.
    The following are the expected wait-times during non-peak periods:

    Channel

    Expected Wait-times During Non-peak Periods

    Self-service Portal/Chatbot

    Instant Response

    Live Chat/SMS text/WhatsApp

    15 minutes provided sent within business hours

    Call Centre

    2 hours

    Emails/Portal submitted cases

    1 business day

    The Service Hub’s self-serve portal remains the number one place to find answers to over 1,500 questions. Applicants and current Seneca students can view the status of their case through The Service Hub portal.

    Seneca will not tolerate any form of discrimination and/or harassment in its employment, educational, accommodation or business dealings; more information can be found online.
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