Service Level Agreement

Here at RCUK 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.

The times displayed below are reflected by our operating hours of Monday – Friday, 9:30 – 17:30 and Sunday and Bank Holidays 10:00 – 15:00.

DepartmentResponse withinTimes of Operation
Retail
Retail Sales2 hours9.30 - 17.30
Retail Support1 hour9.30 - 17.30
Mobile
Mobile Sales3 hours9.30 - 17.30
Mobile Support2 hours8.00 - 20.00
Mobile Faults - 24/72 hours24/7
Out-Of-Hours Support4 hours24/7
Telecoms
Telecoms Sales4 hours9.30 - 17.30
Telecoms Support2 hours9.30 - 17.30
Telecoms Faults - 24/72 hours24/7
Out-Of-Hours Support4 hours24/7
Billing
Billing Support48 hours9.30 - 17.30
Accounts
All Accounts24 hours9.30 - 17.30

If you have any comments or suggestions, or perhaps feel that your query has not been handled within the SLA time frames indicated, RCUK’s Management Team would like to hear from you.

We strongly believe that client feedback is the finest way for us to know when we are serving our clients admirably or when we need to improve.