Service Level Agreements
Our Mobile Service Level Commitments
As a service provider for all the major networks including Cortel Mobile, Cortel can offer the complete mobile solution, specifically tailored for the corporate user with the same high level of customer service and account management that is available across all our products. The following document details our commitment to you to ensure that you always receive an industry leading level of service.
Complete Support
Both our Account Management department and experienced Mobile Customer Service specialists are available to guide and assist you with all your mobile needs:-
- New connection, equipment and accessory orders
- Arrangement of car kit installation/de/re-installation work
- Full handset support - user queries, repairs, delivery queries
- Insurance claims
- Billing queries
- Network service advice and support (voicemail, SMS, roaming etc.)
- Changes to network services (barring /unbarring etc.)
End User Support
To help with fleet management, Cortel will take calls directly from your mobile end users, assisting directly with handset queries, network issues and general day-to- day support. Our 3-ring answer policy ensures that help is only a few seconds away.
Transferring Numbers
One of the key considerations for many corporate users is transferring all existing mobile numbers across to one network to make it easier to manage the 'fleet'. For your convenience we have the ability to transfer your existing numbers, so there is no need to issue users with new numbers, reprint business cards and spend time informing clients of new numbers.
We have gained extensive experience in porting technology, since its availability in the UK. Through our specialist knowledge in this field we can guide you through this process as we help streamline the management of your mobile phones.
Lead Times
The transferring of mobile numbers is subject to industry guidelines and lead-times are connection volume specific.
1 - 25 Mobile Numbers
Your current Service Provider is obliged to issue a 'PAC' code (this code is needed by Cortel in order to complete the transfer) in writing to you within two working days or provide a reason of why it cannot be issued. The numbers can then be transferred anytime between 7 and 37 calendar days. Most transfers will take place approximately 7-10 days after Cortel receive the PAC. You will of course be informed of all transfer dates.
26 + Mobile Numbers
Your current Service Provider is obliged to issue a 'PAC' code (this code is needed by Cortel in order to complete the transfer) in writing to you within 10 working days or provide a reason of why it cannot be issued. Within the next 10 working days a transfer schedule will be agreed with your current Service Provider. Your numbers then have to be transferred within 25 working days maximum of the agreement of the transfer schedule. You will of course be informed of all agreed transfer dates.
Transfer Support and Guidance
You will be provided with detailed Customer Guidelines outlining the transfer process and Customer Service contact details, who will be able to assist you, should you have any queries. Cortel will assign a Project Co-ordinator to ensure a smooth
transfer. Any order involving more than 50 primary mobile numbers will receive the additional support of a Mobile Provisioning Project Manager.
Equipment Orders
Only pre-authorised personnel may place orders for equipment or accessories. Purchase Order forms are available from Customer Services and must be signed to enable us to process the order. (Please note: airtime orders will be referred to your Account Manager)
Confirmation
Receipt of all order forms will be confirmed within the same working day if received before 3pm and you will be advised proactively of the delivery date.
Delivery
i.) Handsets*
Cortel will despatch handset orders for new connections within one working day of receipt, subject to stock availability and credit acceptance. Orders received after midday are deemed to be received on the next working day.
ii.) Accessories
We will despatch accessory orders to be delivered within one working day, subject to stock availability. Orders received after midday are deemed to be received on the next working day.
iii.) Car Kits**
We will despatch car kit orders to be delivered within three working days, subject to stock availability. Orders received after midday are deemed to be received on the next working day. Installation and de-installation will be arranged within five working
days of confirmed delivery of the car kit equipment to the end user.
* Handsets for port or migration orders will be delivered prior to the confirmed port/migration date.
** Please note: cancellation charges apply if less than two working days notice is given of cancellation.
Equipment Repairs
Handsets
If you have a faulty handset please contact Customer Services for a repair form. You will be asked to provide full details of the fault, and the collection and delivery address of the handset.
Within 14 days
Handsets that are reported to Customer Services as faulty within 14 days of despatch will be subject to direct replacement. The faulty model must be available for collection, fully boxed and with all accompanying parts and materials. If reported by midday a replacement will be delivered within one working day on collection of the faulty model.
If reported after midday the fault will be deemed as being received on the next working day. Please note: If the handset is found to have no identifiable fault the customer will be invoiced for the replacement supplied.
Under Warranty Repairs
If the fault is deemed by the customer to be covered by the 12-month manufacturer warranty, Cortel will arrange the repair, and return it to the customer. Repair lead-times are subject to:- the nature of the fault reported parts availability whether a manufacturer repair is necessary Cortel Customer Services will proactively inform clients of expected lead-times.
Most under warranty repairs are completed within seven days.
Out of Warranty Repairs
If a repair is deemed as not covered by the 12-month warranty (either due to the nature of the fault or damage or the purchase date of the phone) Cortel will supply the customer with a repair quote within five working days. Please note that if the customer
chooses not to proceed with a repair having received a quote, there will be a small charge for the return of the handset. Customer Services will advise you of this at the time.
Loan Phones
Cortel is able to supply a free loan phone service on request, subject to availability, to end users whose handsets are being repaired. Loan phones will be despatched within one working day of a request received by Customer Services. Requests received after midday are deemed to be received on the next working day.
Accessories
Any goods, if faulty on delivery, should be returned to Cortel Customer Services together with all packaging, within two working days from delivery date. Cortel will replace faulty goods, subject to availability, within two working days of receipt of the
goods.
Car Kits
Service calls to repair a faulty or damaged car kit will take place within five working days of receipt of the request by Cortel Customer Services.
Network Amendments
As a mobile provider Cortel has direct connection to the mobile networks, allowing us to quickly activate any changes to the various network services offered on your mobile connections.
For example:
- Add numbers (data and fax numbers)
- SIM activations
- Barring and Unbarring
- Lifting Roaming bar
- PUK code issue (Pin Unblocking Key)
Lead Times
95% of network amendments will be completed on the same working day. 100% of network amendments will be completed within two working days. All network services are network dependant. Customers will be notified of any exceptions to the above timescales.
However, please note that most changes are active within a matter of hours. Urgent requests such as PUK request, urgent barring/unbarring or SIM activations are usually processed within 15 minutes.
Call and Roam Bars
If travelling abroad, international call bars and roam bars should be lifted at least 24 hours prior to departure on that particular connection.
Mobile Insurance
Cortel insurance policy covers theft, accidental damage, component failure, loss and up to £1000 fraudulent call cover. For full policy details please speak to your Account Manager or Sales Executive who can provide you with the Policy Document.
Claim Verification
Cortel Customer Services department will supply you with an Insurance Claim form and Guidance Notes to help you to complete your claim. All claim forms will be assessed within the same working day if received before 2pm. If received after 2pm the claim will be accessed by midday of the following working day.
Delivery
A replacement phone will be supplied within 24 hours of claim acceptance, subject to stock availability. (Most handsets are replaced however, if handsets are sent for repair a loan phone will be supplied within the same timescales and the customer will be advised on estimated repair lead-times.)
Account Security
To support the management of your fleet, Cortel offers you the flexibility of varying levels of access to your account.
Password Authority/Written Customer Authorisation
Any changes that require financial authority will be subject to either password protection or written customer authorisation. The password is chosen by you and noted on your contract agreement and must be provided to action all SIM alterations. Other changes that require security checks or written authorisation include:
- Equipment Orders
- Lifting handset credit limits
- Lifting any type of call barring (roam bar, lost/stolen bar, international call bar)
- Tariff changes
To ensure our records are accurate, some changes with financial implications will be required in writing, such as a
short fax or email to the customer services team (see contact details below). No orders or changes with
financial implications can be accepted without account security being passed.
Forgotten Passwords
As the recognised contact, if you should forget your password simply confirm your details in writing, as above. Upon receipt of confirmation we will be able to re-advise you on the password.
Office Hours
The services detailed above are currently available between the hours of:-
9.30am - 6pm Monday to Friday (excluding bank holidays)
Out of Hours
Support is available via the Customer Services freephone number, but calls out of hours should be restricted to emergency requests. On-call Managers are available 24x7 and will assist with any urgent calls or requests.Lost or Stolen phones should be reported immediately to the Vodafone, O2 or Orange networks to request barring.
Contact Details
Should you have additional queries regarding any aspect of your mobile Account Management or Customer Services from Cortel please do not hesitate to contact us
Tel: 03332 408111
Fax: 0207 392 0114
Email: customerservices@cortel.co.uk
web: www.cortel.co.uk
Hardware Accounts | Budget
A Hardware Account | Budget is a subsidy fund provided by Cortel for the purchase of associated mobile products, including mobile handsets and accessories for the Customer during the Minimum Period. Cortel will manage the agreed Hardware account | Budget to a maximum of the figure stipulated on the purchase order over the Minimum Period of the contract.
- The value of the account cannot be redeemed for cash, or credited against any other goods or services provided by Cortel unless stipulated.
- The Customer will forgo any balance of the HWA remaining at the end of the Minimum Period
- In the event that the Customer breaches the terms of main contract with the relevant network, the Customer shall reimburse Cortel 100% of any amounts allocated from Hardware account.
Account Cash Back
An account cash back is a figure paid direct to the customer via a cheque after a period within the contract. This will be paid to the Customer as detailed on the purchase order. This figure is inclusive of VAT and shall be paid in accordance with the contract length conditions.
- This figure shall be paid within 30 days of receipt of the necessary claim forms received by Cortel.
- The Customer warrants to Cortel Corporate Telecoms that it has the right to enter into the main contract and this Addendum and its entry into the main contract and this Addendum does not breach any other agreement to which it is party.
- In the event that the Customer breaches the terms of the main contract or this Addendum, the Customer shall reimburse Cortel 100% of the Account Cash back sum previously paid by Cortel to the Customer, on demand.
Termination of Contract
In addition to the standard terms and conditions laid out in your agreement, any customers wishing to leave Cortel inside or outside of their contract will be liable for an administration fee of £25 per number. This will be required to be paid prior to any PAC number being generated.
Termination Fee
A termination fee is a fee paid directly back the customer for closely their account with another provider.
- Subject to the Customer warranty below, Cortel shall pay the Customer a sum equal to the actual cost; in respect of any fee charged to the Customer by its current Service Provider upon early termination of its existing mobile airtime or hardware agreement(s) as stipulated on the purchase order, within 30 days of receipt of satisfactory evidence of such expenditure, to be determined in Cortel`s sole opinion. Such sum shall exclude the value of any accrued call charges,
rental, any other charges or liabilities incurred prior to termination of the Customer’s existing mobile airtime or hardware agreement(s). - The Customer warrants to Cortel that it has the right to enter into the main contract and this Addendum and its entry into the main contract and this Addendum does not breach any other agreement to which it is party.
- The Customer shall indemnify Cortel in respect of any third party claims brought against Cortel arising from the Buy-Out.
- In the event that the Customer breaches the terms of the main contract or this Addendum, the Customer shall reimburse Cortel 100% of the Buy-out sum previously paid by Cortel to the Customer, on demand.