Canada Service Level Agreement - SLAs

Item	Service	Minimum Standard
When we’re on call	Monday to Friday Weekends/public holidays	8:30am - 5pm in the office 24/7 anytime, anywhere emergency support
Account Management	One dedicated Travel Manager and a backup	With you from the start to be your helping hand
Traveller profiles	New to Corporate Traveller? Already on board?	We create your profile and send the link for you to complete Ongoing profile maintenance with a 6-month ‘health check’
When you can expect to hear from us	Email Phone Emergency Assistance 24/7 Chat	10 minute acknowledgement We’ll pick up within 3 rings You won’t have to wait longer than 15 minutes 2 minute response time
Got a request? Here’s when we’ll send a confirmation	Point-to-point domestic and international requests Complex/multi-stop itineraries	Maximum 3 hours Same day/within 24 hours
Best fare of the day	All airfares	We’ll always give you the best fare at time of request within your travel policy
Airline credit management	Unused tickets and airline credits	We track your credits and will offer to apply them whenever possible
Invoicing and statements	All travel services	Invoices delivered per your request. Ker-ching!
Relationship management	Review In a jam?	Quarterly We take your issues seriously and will update you every 48 hours until it’s been resolved
Reporting	Standard reporting and analysis Ad hoc report requests	24/7 access to Melon reporting suite We'll get it to you within 24 hours!