Service Level Agreement (SLA)

Service Level Agreement (SLA)

At WebHelp Pakistan, we are committed to delivering exceptional IT services and support. Our Service Level Agreement (SLA) outlines the scope of our services, performance standards, and responsibilities to ensure a reliable and efficient partnership.

Performance Standards

To ensure high-quality service, WebHelp Pakistan commits to the following performance standards:

  • Response Time: We guarantee an initial response to support requests within 30 minutes during business hours and within 2 hours outside business hours.
  • Resolution Time: Issues will be resolved within the time frames outlined in the table below, depending on their severity:
Severity Level Description Response Time Resolution Time
Critical Major system failures or outages affecting all users. 30 minutes 4 hours
High Significant issues impacting multiple users or services. 1 hour 8 hours
Medium Moderate issues affecting limited users or services. 2 hours 24 hours
Low Minor issues with little to no impact on business. 4 hours 48 hours

Responsibilities

WebHelp Pakistan Responsibilities:
  • Provide timely and effective IT services and support as outlined in this SLA.
  • Proactively monitor and manage systems to prevent issues and minimize downtime.
  • Maintain clear and open communication with clients regarding issues, progress, and resolutions.
  • Ensure all services comply with industry standards and best practices.
Client Responsibilities:
  • Provide accurate and timely information to facilitate issue resolution.
  • Ensure access to necessary systems and resources for troubleshooting and maintenance.
  • Maintain up-to-date contact information for key personnel involved in IT support and services.
  • Follow WebHelp Pakistan’s recommended best practices for system usage and security.

Exclusions

This SLA does not cover:

  • Issues caused by client negligence, including unauthorized changes or misuse of systems.
  • Outages or failures resulting from factors beyond our control, such as natural disasters or third-party service provider issues.
  • Scheduled maintenance periods, which will be communicated in advance.

Reporting and Communication

Clients can report issues and request support through the following channels:

We are committed to maintaining transparent and effective communication throughout the service process, ensuring clients are informed and satisfied with the support provided.

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