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PRS Service Level Agreement (SLA)

This Service Level Agreement (SLA) outlines the service standards, response times, and communication protocols to be followed by PRS to ensure consistent, professional, and timely service delivery to clients, advisers, and internal stakeholders.

 

2. General Email Communication Standards

2.1 Email Acknowledgement

  • All incoming emails must be acknowledged within 2 hours during business hours.

  • The acknowledgement must confirm receipt and provide an expected turnaround time where applicable.

2.2 Email Response Time

  • All emails must be fully responded to within 48 hours.

  • Where resolution requires additional time, a progress update must be sent within the 48-hour window.

3. Performance Comparisons

  • Performance comparisons must be provided within 3–5 business days.

  • The internal target (goal) turnaround time is 3 business days.

  • If delays are anticipated, stakeholders must be informed proactively.

4. CIG Queries

For all CIG-related queries:

  • Acknowledgement: Within 2 hours.

  • Trade confirmation: Within 24 hours.

  • Confirmation that the trade request was successfully processed: Within 24 hours.

  • Settled trade confirmation email: Must be sent on the same day the trade settles.

5. Account Monitoring Process

5.1 Initial Email Received

  • Acknowledgement: Within 2 hours.

5.2 Client/Adviser Communication

  • Within 24 hours, send an email to the client/adviser addressing the matter.

5.3 Internal & External Feedback

  • Follow up with the advisor within 2 days and provide feedback to Operations (Ops).

5.4 Follow-Up Protocol (If No Feedback Received)

  1. Follow up the next day with a phone call.

  2. Thereafter, follow up every 2 days if no response is received.

  3. Keep Operations continuously informed throughout the process.

6. Communication & Escalation Principles

  • Maintain clear, professional communication at all times.

  • Keep Ops in the loop on all outstanding or sensitive matters.

  • Escalate urgent or high-risk matters immediately to the relevant manager.

  • Document all follow-ups and communications for audit and tracking purposes.

7. SLA Compliance Goal

The objective of this SLA is to:

  • Ensure responsiveness and accountability.

  • Improve client satisfaction.

  • Maintain operational transparency.

  • Minimize turnaround times and service delays.