IT Technical Support services are delivered by the WebHelp Pakistan IT Help Desk unit, dedicated to providing high-quality customer service and technical solutions. This SLA documents services, priorities, and responsibilities for customer management and employees. SLAs are subject to modification in response to changes in technology services and support needs.
Telephone Support
Landline and mobile phone support for immediate assistance
Email Support
Documented email-based support and ticket creation
Online Chat (WhatsApp)
Real-time WhatsApp group chat for fast responses
Ticketing System
Service portal with full ticket logging and tracking
Onsite Visits
In-person support for hardware and infrastructure issues
Remote Access
System, network, software, and web remote support
Video Tutorials
Recorded walkthroughs for new and current employees
Knowledge Base
Self-service articles, guides, and resolution documentation
Service 01
Helpdesk Support
Telephone, email, and chat support on Service Desk requests. Ticket logging and tracking. Instant first-level troubleshooting and support.
Service 02
Incident Management (ITSM)
Identification, categorization, and prioritization of incidents. Resolution, recovery, knowledge base building, status communication, and root cause analysis.
Service 03
Problem Management (ITSM)
Identification and recording of problems. Investigation and diagnosis of root causes. Workaround and permanent resolution implementation with tracking and reporting.
Service 04
Request Fulfillment
Processing user requests (software installations, access requests). Provisioning hardware/software. User account management, permissions, and advisory services.
Service 05
Change Management
Management of IT infrastructure changes. Assessment and approval of change requests. Communication, scheduling, post-implementation review, and documentation.
Service 06
Remote & On-site Support
Remote troubleshooting and resolution. On-site visits for hardware maintenance. Deployment and setup of IT equipment. Scheduled maintenance and upgrades.
Service 07
Network & Connectivity
Monitoring and management of network performance. Troubleshooting connectivity. VPN and remote access management. Wired and wireless network support.
Service 08
Data Backup & Recovery
Regular data backups and integrity checks. Disaster recovery planning and testing. Data restoration services in case of data loss.
Service 09
Security Management
Antivirus and malware protection. Firewall and IDS/IPS management. Security incident response. User training and awareness on security best practices.
Service 10
Software Support
Installation, configuration, and troubleshooting. Patch management and updates. License management and compliance. Custom application support.
Service 11
Hardware Support
Diagnosis and repair of hardware issues. Warranty management and vendor coordination. Peripheral device support. Asset management and inventory tracking.
Service 12
Website & Web-Based Requirements
Monitoring and maintenance of business web hosting. Website design, modification, and updates. Forms, live chat, SEO, speed optimization, and digital marketing integrations.
Service 13
Monitoring & Performance Management
Proactive monitoring of IT systems and infrastructure. Performance tuning and optimization. Capacity planning. Reporting on system health and performance metrics.
Service 14
IT Consultation & Advisory
Strategic IT planning and consulting. Technology assessment and recommendations. Implementation of new technologies. Training and knowledge transfer to users.
Service 15
User Account Management
User account creation, modification, and deletion. Password management. Role-based access control. SSO and multi-factor authentication (MFA) support.
Service 16
Vendor & Third-Party Liaison
Coordination with third-party service providers and vendors. Escalation and management of third-party issues. Contract and service level management with vendors.
Service 17
Documentation & Knowledge Base
Creation and maintenance of IT documentation. User guides and technical manuals. Knowledge base for common issues. Training materials and resources.
What is included in WebHelp's SLA? ▼
Our SLA covers 17 service categories including Helpdesk Support, Incident Management, Problem Management, Request Fulfillment, Change Management, Remote and On-site Support, Network Support, Data Backup, Security Management, Software Support, Hardware Support, Website Management, Performance Monitoring, IT Consultation, User Account Management, Vendor Liaison, and Documentation & Knowledge Base.
What are the standard support hours? ▼
Standard support is available Monday to Friday, 9:00 AM to 7:00 PM, excluding public holidays. For critical issues, we provide 24/7 emergency support with a 5-minute response time and a maximum 1-hour resolution target.
How are incidents prioritized under the SLA? ▼
Incidents are classified into four priority levels: Critical (system-wide outage, 5-minute response, 1-hour resolution), High (major functionality impaired, 10-minute response, 4-hour resolution), Medium (limited functionality, 1-hour response, 8-hour resolution), and Low (minor issues, 2-hour response, 24-hour resolution).
Can the SLA be customized for our business? ▼
Yes. SLAs are subject to modification in response to changes in technology services and support needs. We work with each client to tailor the scope, priority levels, and service hours to match your specific IT environment and business requirements.
How do you measure SLA performance and report on it? ▼
We track six core performance metrics: Response Time, Resolution Time, First Contact Resolution Rate, Service Desk Tickets, Escalation Level, and Customer Satisfaction. Reports are provided on a regular basis and reviewed in periodic governance meetings with clients.
"Very responsive and supportive — our IT operations improved significantly after engaging WebHelp. The SLA gave us clear expectations and accountability."
— Khurram Ajaz Bhutta
"Professional and highly skilled team. SLA governance was handled smoothly and all performance targets were consistently met."
— Muhammad Abbas
"Top-class professional approach and reliable support. Downtime was dramatically reduced after implementing the structured SLA framework."
— Nayab Aser
Customer Services Excellence Award — PWC Dnata Logistics UAE, 2015
Technical Support Partner Award — CNPC Islamabad, 2015
Customer Partnership Excellence — Infusions Pakistan, 2024
Best Collaborative Partner — Leaside Driving Academy Canada, 2023
Best Collaborative Partner — Skyline Limo Services Canada, 2024
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Eccountant
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Domain.PK
