Page 9 - Service Level Agreement (SLA)
P. 9

9.  All items requiring price changes
                                          need fully identified item names
                                          and old to new prices
                                      1.  Where menu updates are not
                   Online Order Updates   carried out by the customer a            24hr to 72hr    Mon – Fri
                                          written request is required via            Response
                                          the support desk as per Menu                              Support
                                          changes                                    Pending
                                                                                                 09:00 - 17:00
                                                                                   Requirements
                                      1.  Where menu updates are not
                   Website Updates        carried out by the customer a               Up to 5      Mon - Fri
                                          written request is required via          working days
                                          the support desk as per Menu                              Support
                                          changes
                                                                                                 09:00 - 17:00


                   Consultancy        1.  Advice and consultancy for requests,       Time on     09:00 - 17:00
                                      2.  Ordering of equipment and permissions      request       Mon - Fri
                                      1.  Access controls and password resets for IT
                   Security                                                                      09:00 - 17:00
                                          systems                                     1hr
                                                                                                   Mon - Fri
                                                                                    Response







                        Services                  Time Scale Response                Priority     Availability



                   What’s App for      1.  Follow any guidelines and instructions in   Within    09:00 - 17:00
                                           technical and product documentation.
                   Business                                                         Availability   Mon - Fri
                                       2.  Maintain a WhatsApp Business profile with
                                           customer support contact information and one   Time frame at
                                           or more of the following: email address, website   a 20min
                                           address, and/or telephone number. Keep all   response
                                           information accurate and up to date. You must
                                           not impersonate another business or otherwise
                                           mislead customers as to the nature of your
                                           business.
                                       3.  You may only contact people on WhatsApp if:
                                       4.  (a) they have given you their mobile phone
                                           number; and
                                       5.  (b) they have agreed to be contacted by you
                                           over WhatsApp. Do not confuse, deceive,
                                           defraud, mislead, spam, or surprise people with
                                           your communications. What’s App Business is
                                           provided and managed by Custom Adaptive Ltd
                                           and therefore you are not authorized to make

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                                             1 Hutton Street, Standish, Wigan WN1 2XD
                                                     Company Number 08233588
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