Service Level Agreement

Last Update Status: Updated October 2017

1. Purpose

The purpose of this document is to show our dedication to our customers and users, Including our service offering of an online ordering system and customer service to our customers.

2. Customer Service
Service Level Performance Threshold Success Rate
Time taken to answer calls Answered within 30 seconds, 70% threshold.
Answered within 90 seconds, 30% threshold.
90%
100%
Availability of 1300 service desk 100% of calls answered 100%
Emails Emails responded to within 4 hours during customer service open hours. 99%
3. Technical support and Performance
Service Level Performance Threshold Success Rate
POS hardware support CBD / Metro – within 24 working hours
Regional / remote within 72 working hours
100%
100%
Website support/Account Maintenance:Availability Availability of web portal for real time performance threshold 99.9% 100%
4. Account Information
Service Level Performance Threshold Success Rate
Parents access to online account Immediate 100%
Times between cancellation request by Email and cancellation of account Immediate 100%
5. New Customer Financial Guarantee
Profit Increase Guarantee

QuickCliq will donate up to $1000 if your sales don't increase using our system Terms and conditions include:

  • Need to use and actively promote QuickCliq using the required ways through QuickCiq (proof to be provided to QuickCliq)
  • Historical banks / financials statements will need to be submitted prior to any potential payment
  • In order to prove poor sales you may need to provide evidence include a range of accounts with customer's details
  • This Profit Increase Guarantee is not available for high schools
  • Security of $150 needs to be paid on application, which may not be refundable (if application is unsubstentiated)
  • Not available with any other introductory offer including Free Trial
  • Available on request upon initial account activation
  • Website Performance, Financial Guarantee:

    In the event that QuickCliq site is down longer than the Service level agreement of 99.9%. QuickCliq will pro rata the amount calculated over the past 8 weeks online sales and pay a payment to the customer being the food supplier/ Canteen for the loss of income.