Service Level Agreement | RCUK

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Service Level Agreement

Here at RCUK 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
Retail	2 hours	09:30 - 18:00 (Fri 09:30 - 15:00, Sun & Bank Hols 10:00 - 15:00)
Mobile	2 hours	08:00 - 20:00 Mon to Fri
	4 hours	10:00 - 20:00 Sat & Sun
In addition, we have email support until 22:00 daily. Please reach out via mobile@rcuk.com
Telecoms	2 hours	08:00 - 18:00 Mon to Fri
Billing	48 hours	09:30 - 18:00 Mon to Fri
Credit Control	48 hours	09:30 - 18:00 Mon to Fri
Accounts	48 hours	09:30 - 18:00 Mon to Fri
Mobile Processing Activations	24 hours	09:30 - 18:00 Mon to Fri
RCUK Global	4 hours	09:30 - 18:00 Mon to Fri

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 best way for us to know when we are serving our clients well, or when we need to improve.