Event Staffing Service
Standards & SLAs
Clear expectations for how TRM FLEX operates. These are targets and reasonable efforts, managed in accordance with platform policies.
Worker Verification Standards
All workers on TRM FLEX must meet verification requirements before they can be assigned to shifts. This includes identity verification, right-to-work documentation, and profile photo matching.
Documents are reviewed by TRM operations staff. Workers with expired or rejected documentation are automatically blocked from new assignments until re-verification is complete.
Requirements
Staffing Targets
Standard Shifts
Target confirmation at least 24 hours before start time
Last-Minute Shifts
Best efforts to source suitable staff; clients notified promptly if staffing cannot be fulfilled
Confirmation Notifications
Clients receive notifications when workers accept or are assigned
Shift Confirmation Targets
TRM FLEX targets confirmation of staffing for all shifts at least 24 hours before the scheduled start time. These are targets, not guarantees.
For shifts created within 24 hours, best efforts are made to source suitable staff. If staffing cannot be fulfilled, clients are notified promptly so alternative arrangements can be made.
Cancellation Handling
Clear policies for both client and worker cancellations.
Client Cancellations
- •Shifts cancelled more than 48 hours before start are generally not chargeable
- •Shifts cancelled within 48 hours may be subject to applicable cancellation terms
- •Confirmed workers are notified immediately
Worker Cancellations
- •Workers who cancel within 48 hours may impact future assignment eligibility
- •Workers who cancel within 24 hours may further impact future assignment eligibility
- •TRM operations are notified for potential replacement
Replacement Process
Reasonable Efforts Policy
If a confirmed worker cancels or fails to attend, TRM FLEX makes reasonable efforts to source a replacement from the available pool. This is not a guarantee.
Response Time Targets
Measured during business hours: Monday to Friday, 09:00–18:00 UK time.
| Request Type | Target Response |
|---|---|
| Urgent shift staffing (same day) | Within 2 hours |
| Standard shift queries | Within 4 business hours |
| Billing and invoice queries | Within 1 business day |
| Document verification | Within 2 business days |
| Escalations | Within 4 business hours |
Weekend and event-day support is available for active shifts. Service standards and response times are operational targets, not guarantees.
Escalation Framework
Standard Support
Platform messaging or email. Handled by TRM operations staff.
Senior Operations
Triggered for urgent unfilled shifts, worker no-shows, or client complaints.
Management
For unresolved issues affecting service delivery or client relationships.
Clients can request escalation at any time by contacting TRM operations directly.
Reliability Monitoring
TRM FLEX tracks worker reliability through attendance records, cancellation history, and client ratings. Workers with poor reliability are deprioritised or removed from the platform.
This system ensures clients receive dependable staff, and reliable workers receive priority access to shifts.