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 |