What is a service level agreement?

A service level agreement (SLA) is a part of a service contract where the level of service is defined. The term SLA is normally used to refer to the contracted delivery time of the service. For telephone-related matters, our SLAs are as follows:-

Telephone New line request form: The SLA is 10 working days from receiving the signed order.

Telephone Moves request and changes form (MAC): The SLA is 10 working days from receiving the signed order.

Telephone and Voicemail faults: The SLA is response within 4 hrs.

Major/Critical Telephone system Faults: MITEL-Normal working hours SLA 4 Hour response Mon to Friday 08:30 to 17:30.

MITEL- Out Of Hours SLA is a 4 hour response 24/7 for major or critical faults.