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 |