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 |