SERVICE LEVEL AGREEMENT

Here at Alfonica we strive to provide our clients with excellent customer service – 24/7/365. 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
Telecoms Sales 4 hours 9.00 – 18.00
Telecoms Support 2 hours 9.00 – 18.00
Telecoms Faults – 24/7 2 hours 24/7
Telecoms Out-Of-Hours Support 4 hours 24/7
Retail Sales 2 hours 9.30 – 18.00
Retail Support 1 hour 9.30 – 18.00
Mobile Sales 2 hours 9.00 – 18.00
Mobile Support 4 hours 9.00 – 18.00
Mobile Faults – 24/7 2 hours 24/7
Mobile Out-Of-Hours Support 4 hours 24/7
Billing 48 hours 9.30 – 18.00
Accounts 24 hours 9.30 – 18.00
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.