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.
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|
Read the Core SLA FAQ for a detailed definition of Availability.