Service Level Agreements
Our commitment to quality service and timely responses, backed by clearly defined SLAs.
Our Service Commitments
We believe in transparency and accountability. Our Service Level Agreements clearly outline what you can expect from us and when. We hold ourselves to these standards and continuously monitor our performance to ensure we're delivering on our promises.
| Service | Response Time | Resolution Time |
|---|---|---|
| General Inquiries | Within 4 hours | Same business day |
| Policy Endorsements | Within 8 hours | Within 48 hours |
| Claims Assistance | Within 2 hours | Within 24 hours |
| Technical Support | Within 4 hours | Within 24 hours |
| Emergency Assistance | Within 30 minutes | Within 4 hours |
Performance Metrics
We track and report on our performance against these SLAs monthly, with a commitment to:
- 98% on-time response rate
- 95% resolution within promised timeframes
- Customer satisfaction rating above 4.8/5
- Transparent reporting of metrics
Service Guarantee
If we fail to meet our SLA commitments, we provide:
- Priority escalation to senior management
- Detailed explanation of the issue
- Concrete plan for resolution
- Preventive measures to avoid recurrence
- Compensation as per our service agreement terms
SLA Review Process
We continuously review and improve our service levels based on customer feedback and changing business needs.
Quarterly Reviews
Regular assessment of SLA performance with detailed reports.
Customer Feedback
Incorporating your input to refine our service standards.
Continuous Improvement
Ongoing optimization of processes to enhance service delivery.
Annual Revision
Yearly updates to SLAs reflecting evolving business needs.