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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.

 PRS SLA and Protocol

1. General Email Communication Standards

1.1 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.

1.2 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.

2. Performance Comparisons

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

The internal target turnaround time is 3 business days.

If delays are anticipated, stakeholders must be informed proactively.

3. 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: sent on the same day the trade settles

4. Account Monitoring Process

4.1 Initial Email Received

Acknowledgement must be sent within 2 hours.

4.2 Client / Adviser Communication

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

4.3 Internal and External Feedback

Follow up with the adviser within 2 days and provide feedback to Operations.

4.4 Follow-Up Protocol If No Feedback Is Received

Follow up the next day with a phone call.

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

Operations must be kept continuously informed throughout the process.

5. Leave, Sick Leave and Buddy Support Protocol

When a PRS team member is on sick leave or planned leave, the buddy system must be used to ensure continuity of support.

5.1 Buddy System

The buddy pairings are:

  • Siyanda and Charl
  • Thando and Ncobile
  • Mpumi and Dorothy
  • Thembi and Charl

The assigned buddy is responsible for assisting with urgent items, outstanding tickets and key handovers while the team member is away.

5.2 Handover Requirements

If a team member will be out of office for more than 2 days, a handover board must be created on Asana.

The Asana handover board must include:

  • Outstanding tickets
  • Urgent items
  • Client or adviser follow-ups
  • Pending approvals
  • Any deadlines or SLA-sensitive items
  • Notes on what has already been actioned

For leave of less than 3 days, ticket handovers may be shared on the PRS 2.0 group chat instead of creating an Asana board.

5.3 Support Cover After Leave

If leave is longer than 2 days, the returning team member will be off support for 2 days to allow time to catch up on work and outstanding items.

If leave is less than 3 days, the returning team member will be off support for 1 day.

6. Communication and Escalation Principles

Maintain clear and professional communication at all times.

Keep Operations informed 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
  • Minimise turnaround times and service delays