Prerequisites
To help ICTS service your request effectively, please ensure that you comply with the following prerequisites:
- Fulfil the fundamental customer responsibilities.
- Provide the fund number, cost centre, physical location.
- Provide authorisation from the fund holder.
Availability
UCT’s three primary telephone nodes are available 99% of the time 24 hours, 7 days a week excluding official monthly maintenance windows.
| Service request | Service level target (working days) |
|---|---|
| Installing or moving a line | Completed within 15 days |
| Setting up a shared line | Completed within 10 days |
| Disconnecting a line | Completed within 10 days |
| Changing line type | Completed within 10 days |
| Issuing monthly statements | Within 7 days of the end of each month |
| Issuing specially requested detailed bills | Completed within 2 days |
| Fixing a fault with the handset | Resolved within 2 days |
| Fixing a fault with the line | Response within 1 day |
NOTE:
Read the Core SLA FAQ for a detailed definition of Availability.