VENTURE TELECOM SERVICE LEVEL AGREEMENT AREAS OF RESPONSIBILITY Customer Service Department E Mail: support@venturetelecom.co.uk Telephone Answering Fault Resolution Network Information/Tariff Changes PUK Codes Barring [during working hours: Monday to Friday 09:00-17:30] Faulty Devices Loan Phones Car Kit Installations/Service Calls Venture Out of Hours Support Tel: 0333 200 0880 E Mail: outofhours@venturetelecom.co.uk Mondays to Thursdays 5.30pm to 9.00am Friday 5.30pm to Monday 9.00am Fixed Line & Mobile Faults The level of support offered/provided is dependent upon the Care Plan the customer subscribes to Theft/Loss of your Mobile Handset/SIM During Normal Working Hours Customers MUST report a theft/loss directly to Venture Telecom on 0808-141-1010 Out of Normal Working Hours Customers MUST report a theft/loss directly to Venture Telecom on 0333-200-0880 THE MOBILE NETWORS CAN TAKE UP TO 24HOURS TO BAR A MOBILE CONNECTION; THE CUSTOMER IS RESPONSIBLE FOR ALL COSTS/CHARGES INCURRED BETWEEN THE TIME THEY REPORT THE THEFT TO VENTURE AND THE TIME THE NETWORK BARS THE NUMBER. Provisioning Department E Mail: support@venturetelecom.co.uk Mobile: Connections, Migrations and Ports Fixed Line: Installations and Conversions Equipment: Supply and Installation
Billing Department E Mail: billing@venturetelecom.co.uk Account Detail Amendments Billing Queries All billing queries must be sent by email to billing@venturetelecom.co.uk Escalation of Unresolved Issues Escalations should be directed to: Danielle Khiabani Billing Manager E Mail: becci@venturetelecom.co.uk Any issues or complaints which are not resolved satisfactorily by the individual departmental manager will be escalated to Director Level for intervention SERVICE LEVELS 1. Telephone Answering Incoming calls are directed to the Customer Support Team; calls are answered within 30 seconds where possible. Unanswered calls are diverted to a voicemail facility; the voicemail facility is checked throughout the day and any messages left are responded to within 30 minutes during working hours. 2. Billing Queries All invoices will be generated around 15th of each month and despatched the following working day. Venture will endeavour to resolve all billing queries within 20 working days. Resolution of billing queries, are subject to network SLA time scales. Procedure for Reporting of a Billing Query Provide one email for each billing query, detailing the invoice date and providing a detailed explanation and example/s where relevant. Should your query relate to a specific report i.e. itemisation, you must attach the same to your email thus avoiding confusion and expediting our response. Detail within the Subject Line: Billing Query [DETAIL QUERY TYPE] Email the billing query to the address as detailed above You will receive an automated response confirming receipt of your Email Venture s Billing Team will investigate Billing Queries and respond within the time scales stated Failure to report a Billing Query in the above format will result in the query not being dealt with until it is submitted in the correct format.
3. Account Detail Amendments Venture will endeavour to implement all changes, requested by the customer, within 20 working days. 4. Network Information 4.1 Mobile Customers should refer to the network s websites for coverage information 4.2 Fixed Venture only uses Networks & Tier 1 Carriers 5. Network Amendments Venture will endeavour to implement all Network amendments/tariff changes the same day, if submitted prior to 12.00 noon. Any requests received after 12.00 noon will be processed the following working day. For large volume requests Venture will provide an estimated time scales upon receipt of such requests. 6. Complaints/Disputes Venture will endeavour to resolve all complaints/disputes within 20 working days, subject to network SLAs. 7. Hardware Order Processing All orders submitted before 12.00 noon will be despatched to the customer within 3 working days dependent upon stock availability. (Monday to Friday) Information relating to unfulfilled orders to be communicated to customer as soon as possible complete with back order information and lead times. For large volume orders Venture will provide an estimated SLA upon receipt of such requests.
8. Activations 8.1 Mobile Connections will be processed by Venture within 2 working days if received before 12.00 noon. Connections are subject to network/supplier SLAs as detailed below. Network Time Scales Service Type New Connections Port & Migrations (upon receipt of PAC)* Adding / removing of Services / Bolt Ons Delivery Time Scales 2 working days 7 to 30 working days 2 working days * On the day of Port the numbers may go off air for between 1 5 hours with some services such as text messaging not going live for up to 24 hours, but in most cases the number will be fully operational within 2 hours. All connections will have International, Premium and Data bars lifted unless otherwise stated by customer. Barring of a connection/service is subject to Network/Supplier availability and SLA s. 8.2 Fixed Line Orders will be processed by Venture within 2 working days of receipt, if submitted before 12.00 noon. Installations are subject to carrier SLAs as detailed below. Service Type Timescale Delivery Transfer Timescale New Install Timescale PSTN From 10 working days From 10 working days ISDN2 From 10 working days From 20 working days subject to site survey ISDN30 From 20 working days From 20 working days subject to site survey Calls (Carrier Pre- From 10 working days 10 working days Select Services) Broadband/ADSL From 10 working days From 10 working days Private Circuits From 30 working days site survey required Internet Connections From 30 working days site survey required
9. Car Kit Installations / De installations / Service Calls Car kit Installations/de-installations will be undertaken within 20 working days from receipt of the Customer order (subject to user availability, suitable venue and stock levels). Saturday installations are available by exception at a premium. An additional 2 working days should be allowed for luxury or prestige vehicles. 10. Defective New Mobile Equipment Should any new equipment be found to be defective within the first 14 days from supply, Venture will endeavour to despatch a replacement unit the next working day. The defective equipment must be returned to Venture complete with all components and literature and must be in the original box. Should the defect not be verified as a manufacturing defect an invoice will be raised for the full cost of the replacement equipment. Please note that when returning any equipment to Venture it is advisable to use a means of despatch requiring a signature upon receipt as Venture cannot be held responsible for any equipment which may go astray in transit. 11. Mobile Device Repairs/Loan Units Warranty repairs to be completed within 30 working days of receipt [subject to parts availability]. Chargeable repairs to be completed within 30 working days of acceptance of quote [subject to parts availability and service centre work levels] Loan units will be provided upon request; Venture will endeavour to despatch loan units within 2 working days for requests submitted prior to 12.00noon.