CIBT Service level agreement - Carlson Wagonlit Travel
CIBT Service level agreement - Carlson Wagonlit Travel
CIBT Service level agreement - Carlson Wagonlit Travel
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<strong>Service</strong> Level AgreementCategory <strong>Service</strong> 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 <strong>CIBT</strong>.(*1)Same day Embassy submissions whereall relevant information is received at<strong>CIBT</strong> 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.Customer<strong>Service</strong>Provision 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 /<strong>Travel</strong>ler 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 / <strong>Travel</strong>ler.Customer web portal to be accessibleto Customers/<strong>Travel</strong>lers (*3)<strong>CIBT</strong> will nominate a relationshipmanager who will be responsible forany queries on the accountThe relationship manager will attendon an agreed frequency meetings todiscuss matters.<strong>CIBT</strong> 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 <strong>CIBT</strong>.Training undertaken to form part ofthe agenda for contractualreviews. Training undertakenversus requested training.Broadcasts<strong>CIBT</strong> 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 <strong>CIBT</strong> office where the Embassy is located(*3) Subject to maintenance on <strong>CIBT</strong> website