Generally all the calls are delivered online within a stipulated time. As a thumb rule priorities are set as per the followings:

1. Voice (Inbound) - 1st priority
2. Chat (Online) - 2nd Priority
3. Email - 3rd Priority

Enstaserv will service 80-90% of all calls online. Here are some examples of estimated SLA with client.

Call Response
All calls will be attended to within following specified time limit:

The purpose of the Service Level Agreement (SLA) is to state those services provided and any guidelines, parameters, policies and procedures to be followed between Enstaserv and Client. The SLA covers system availability, network connectivity and ongoing operational services to be provided by the organization as the service provider for the customer.

All chat are replied online which can take 5 minutes to 15 minutes Some tough queries may take more time and users are intimated accordingly Login time, Chat ID and Response time are recorded in ISS – Chat Section for automatic report generation.

All emails are replied within 30 minutes. In case an email is very urgent, priority is set. In case of tough query response may take more time and same is intimated to customers.