CIBT Service level agreement - Carlson Wagonlit Travel

Service Level AgreementCategory Service Level MeasurementReporting:ResponseTimes:Provide accurate monthly managementInformation reports in the format agreedby both Parties.To provide Passports / Visas back to thetraveller by the "Required By" date. Thisis subject to all factors being within thecontrol of CIBT.(*1)Same day Embassy submissions whereall relevant information is received atCIBT offices prior to 9am. (*2)PNR ChecksE-mail queries:100% accuracy of reports.Delivery of reports no later than10 working days after the end ofthe calendar month end.100% of the time100% of the time75% within 2 business hours100% within 4 business hours(Subject to change dependingon software used, CWT toadvise)75% within 2 business hours100% within 4 business hoursTelephone answering:75% of calls will be answeredwithin 60 seconds.Average time taken to answercalls will not exceed 120seconds.CustomerServiceProvision of Bespoke dedicated service:Provision of dedicated emailaddress as required.cwt@cibtvisas.chProvision of dedicated customerphone line as required.IssueResolutionAll issues raised by the Customer /Traveller will be responded to within areasonable time frame.100% of formal issues raisedwill be responded to by email onthe day. Where required, allcomplaints will be responded toin writing within 5 working days.

On-LineBookingToolAccountManagementCustomerTrainingDatabase information regarding visarequirements to be accurate.Real time status reports regardingapplications to be available online tothe Customer / Traveller.Customer web portal to be accessibleto Customers/Travellers (*3)CIBT will nominate a relationshipmanager who will be responsible forany queries on the accountThe relationship manager will attendon an agreed frequency meetings todiscuss matters.CIBT will deliver training in theappropriate manner (face toface/telephone/written manuals) inline with customer requirements.100% of the time100% of Up Time99.5% Up TimeJoyce Schneijdenbergjoyce.schneijdenberg@cibt.comMinutes to be taken by CIBT.Training undertaken to form part ofthe agenda for contractualreviews. Training undertakenversus requested training.BroadcastsCIBT will ensure that the Customer isupdated of all relevant changes toEmbassy requirements in a timelymanner.E-mail sent to relevant/nominatedParties.(*1) Subject to Embassy discretion(*2) If documents are received at CIBT office where the Embassy is located(*3) Subject to maintenance on CIBT website