SLA for Service Misuse

Corporate Information and Computing Services

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Measure	2010-2011		2011-2012
	1 Apr - 30 Sept	1 Oct - 31 March	1 Apr - 30 Sept	1 Oct - 31 March
The complaint will be investigated and an initial response given to the complainant within 8 working hours of receipt.	Green	Green	Green
The majority of complaints will be resolved either immediately or within 2-3 working days, whereas a small number may take 10 working days or longer.	Green	Green	Green