SERVICE LEVEL AGREEMENT
Here at CCL 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 | 09:00 - 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 support@connected-communications.co.uk | ||
| Telecoms | 2 hours | 08:00 - 18:00 Monday to Friday |
| In addition, we are also available out of hours. Please reach out via support@connected-communications.co.uk | ||
| 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, CCL’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.