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SERVICE LEVEL AGREEMENT

Here at Alfonica we strive to provide our clients with excellent customer service. This commitment to our customers is especially shown in our team’s care and dedication to our clients and proven through our commitment to maintaining our SLA.

Department Response within Times of Operation
Mobile 2 hours 08:00 - 20:00 Monday to Friday
4 hours 10:00 - 20:00 Saturday & Sunday
In addition, we have email support until 22:00 daily. Please reach out via mobile@alfonica.com
Telecoms 2 hours 08:00 - 18:00 Monday to Friday
In addition, we are also available out of hours. Please reach out via support@alfonica.com
Billing 48 hours 09:30 - 18:00 Monday to Friday
Credit Control 48 hours 09:30 - 18:00 Monday to Friday
Accounts 48 hours 09:30 - 18:00 Monday to Friday
Mobile Processing Activations 24 hours 09:30 - 18:00 Monday to Friday
If you have any comments or suggestions, or perhaps feel that your query has not been handled within the SLA time frames indicated, Alfonica’s Management Team would like to hear from you.
We strongly believe that client feedback is the best way for us to know when we are serving our clients well, or when we need to improve.