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.
| Department | Response within | Times of Operation |
|---|---|---|
| Retail | ||
| Retail Sales | 2 hours | 9.30 - 18.00 |
| Retail Support | 1 hour | 9.30 - 18.00 |
| Mobile | ||
| Mobile Sales | 3 hours | 9.00 - 18.00 |
| Mobile Support | 2 hours | 9.00 - 18.00 |
| Mobile Faults - 24/7 | 2 hours | 24/7 |
| Out-Of-Hours Support | 4 hours | 24/7 |
| Telecoms | ||
| Telecoms Sales | 4 hours | 9.00 - 18.00 |
| Telecoms Support | 2 hours | 9.00 - 18.00 |
| Telecoms Faults - 24/7 | 2 hours | 24/7 |
| Out-Of-Hours Support (phone only) | 4 hours | 24/7 |
| Billing | ||
| Billing Support | 48 hours | 9.30 - 18.00 |
| Accounts | ||
| All Accounts | 24 hours | 9.30 - 18.00 |