Service Level Agreements (SLA’s)
Being easy to do business with is an important part of Capital Security Bank Limited “CSB” approach to customer service. To assist with this and to allow our clients to better manage their banking activities with CSB we have put together the below SLA’s for your reference. Business Days/Office Hours & Phone Line Availability
Monday to Friday 8am to 4pm
Enquires via Electronic Channels (CSB Online, Email, Fax)
Expected Response Time
Received before 2pm
Same day
Received after 2pm
Next business day
Inward and Outward International Payment Requests
Expected Processing Time
Received before 12pm
Same day
Received after 12pm
Next business day
Domestic Cook Islands Payment Requests
Expected Processing Time
Received before 12pm
Same day
Received after 12pm
Next business day
Internal CSB Transaction Requests
Expected Processing Time
Received before 12pm
Same day
Received after 12pm
Next business day
New Account Applications
Expected Response Time
Received before 2pm
Within three business days
Received after 2pm
Within three business days of the next business day
New Product Establishment Requests (Fixed Deposits, Trading etc)
Expected Processing Time
Received before 2pm
Within three business days
Received after 2pm
Within three business days of next business day
All services are carried out during normal office hours, service requests that are received outside of the normal office hours will be carried over to the next business day. CAPITAL SECURITY BANK LIMITED Page 1 of 2
All payments are subject to CSB’s minimum document and due diligence requirements being meet, for a list of these requirements please visit the below, should these requirements not be meet or if further information is required the banking team will contact you within the same expected time frame as listed above. www.capitalsecuritybank.com/funds-transfers-minimum-documents-required Confirmations on payments and transactions will be returned via the same electronic communication channel as the request was received and will be delivered on the same business day as the payment or transaction is processed. To avoid delays outside of the stated SLA’s all payments and transaction requests should be delivered to transactions@capitalsecuritybank.com or sent via CSB Online messaging. All new account applications are subject to CSB’s account opening requirements being meet, for a list of these requirements please visit the below, should these requirements not be meet or if further information is required the banking team will contact you within the same expected time frame as listed above. www.capitalsecuritybank.com/account-opening-instructions To avoid delays outside of the above mentioned SLA’s all new account applications should be delivered to newaccounts@capitalsecuritybank.com or can be uploaded at the below, www.capitalsecuritybank.com/document-upload
CAPITAL SECURITY BANK LIMITED Page 2 of 2