Clear, measurable, and enforceable SLA commitments, designed so you know exactly what to expect when something goes wrong.
Three tiers built around real enterprise needs, from standard business cover to mission-critical 24/7 response.
Every time window below is a contractual commitment, not a target estimate.
| Metric | Basic (Tier 1) | Business (Tier 2) | Enterprise (Tier 3) |
|---|---|---|---|
| Support Hours | 8×5 (Mon–Sat) | 8×5 (Mon–Sat) | 24×7×365 |
| Ticket Acknowledgement | 2 hours | 1 hour | 30 minutes |
| Remote Response | 4 hours | 2 hours | 1 hour |
| Onsite Response | Next Business Day | 4 hours | 2 hours |
| Target Resolution (Standard) | 3 business days | 1 business day | 8 hours |
| Target Resolution (Critical) | 1 business day | 4 hours | 2 hours |
| Advance Replacement Dispatch | , | Same day | Within 2 hours |
| Escalation Trigger | On request | At T+4 hours | At T+2 hours |
* Response times are measured from the time a valid ticket is logged through an approved channel. Onsite times apply within city limits; extended zones may carry additional travel time clauses.
Our SLA covers hardware faults arising from normal business operation. Scope varies by tier and device category.
Hardware failures arising from normal business operation, manufacturing defects (within warranty), and age-related component degradation.
SLA cover is valid only while the maintenance contract is active and fees are current. Cover lapses if contract renewal is missed.
Faults must be reported via the JAYCO Tech support portal, email, or phone. Response times are measured from ticket creation time.
Unauthorised hardware modifications, firmware flashing by third parties, or physical tampering may void coverage on the affected component.
For onsite support, the client must provide reasonable and safe access to the device and appropriate workspace for the engineer.
The following are not covered under standard SLA.
We triage every fault and determine the most efficient delivery method to get you back online fastest.
An engineer attends your premises with tools and common parts. Required for physical hardware faults, broken screens, drive failures, component replacement.
First point of response for all non-physical issues. Our team can connect securely to diagnose OS issues, configuration errors, software faults, and BIOS problems without a site visit.
Response time is measured from the moment a valid support ticket is acknowledged by our system, either via the portal, email auto-response, or phone confirmation. Tickets logged outside business hours on Basic/Business tiers begin counting from the next business day's start.
SLA breaches are tracked and reported. Depending on contract terms, penalties may apply in the form of service credits. All breaches are logged and reviewed monthly. Persistent breaches are escalated to senior management and result in a root-cause review.
Yes, upgrades to a higher tier are effective immediately on execution of the amendment. Downgrades take effect at the next renewal period. Contact your account manager or email sales@jaycotech.pk to arrange a tier change.
Yes, we can provide SLA support for third-party purchased hardware subject to a prior inspection and acceptance. A base assessment fee applies to confirm device condition before contract commencement.
There is no maximum. Contracts can cover individual devices or entire fleets of thousands. Volume discounts apply from 20 devices and above. Enterprise-level contracts are custom-quoted based on fleet size and criticality.
Large fleet? Mission-critical infrastructure? Multi-site operation? Our team designs bespoke SLA contracts around your specific needs, criticality, and geography.