IT Service Level Agreement (SLA) Services involve the creation, management, and monitoring of formal agreements between Webhelp Pakistan and Our clients. These agreements define the expected level of service, performance metrics, responsibilities, and obligations of both parties. SLAs are critical for ensuring clear communication, setting expectations, and maintaining accountability in IT service delivery.

Scope

IT Technical Support services are delivered by the Webhelp Pakistan IT Help Desk unit, which is dedicated to providing high-quality customer service and technical solutions to meet the technology needs of our clients. To offer the best possible support, the Help Desk Team has established this Service Level Agreement for Customer Management and Employees, detailing specific services, priorities, and responsibilities in the support of technology.

Service level agreements are subject to modification in response to changes in technology services and support needs.

Customer Statement

The Webhelp IT Team is committed to delivering quality customer service by:

• Striving to ensure customer satisfaction.
• Responding to support requests within published time frames.
• Interacting with Impetus Management and Employees in a respectful and courteous manner.
• Requesting feedback on opportunities for improvement.
• Continuously working to improve the quality of service.
• Regularly reviewing and monitoring established performance indicators.

Support Channels

Communication Methods: The channels through which IT Technical support can be accessed, such as:
o Telephone support (Landline / Mobile)
o Email support
o Online chat support (WhatsApp Group)
o Ticketing system or service portal
o Onsite visits
o Remote Access (System/Network/Software/Web)
o Video Tutorials and Knowledge Base for New and Current Employees

Scope of Services

The following services are covered under this SLA:

Helpdesk Support

Telephone, email, and chat support on Service Desk Request.
Service Desk Ticket logging and tracking
Instant First Level troubleshooting and support

Incident Management – IT service management (ITSM)

Identification, categorization, and prioritization of incidents reported and logged.
Incident resolution, recovery and knowledge base building.
Communication of incident status and resolution to users
Root cause analysis and reporting

Problem Management – IT service management (ITSM)

Identification and recording of problems
Investigation and diagnosis of root causes
Workaround and permanent resolution implementation
Problem tracking and reporting

Request Fulfillment

Processing user requests (e.g., software installations, access requests)
Provisioning and setup of hardware and software
User account management and permissions
General information and advisory services

Change Management

Management of changes to IT infrastructure and services
Assessment and approval of change requests
Communication and scheduling of changes
Post-implementation review and documentation

Remote and On-site Support

Remote troubleshooting and resolution of issues
On-site visits for hardware maintenance and repairs
Deployment and setup of IT equipment
Scheduled maintenance and upgrades

Network and Connectivity Support

Monitoring and management of network performance
Troubleshooting connectivity issues
Management of VPN and remote access services
Support for wired and wireless networks

Data Backup and Recovery

Regular data backups and integrity checks
Disaster recovery planning and testing
Data restoration services in case of data loss

Security Management

Antivirus and malware protection management
Firewall and intrusion detection/prevention systems management
Security incident response and management
User training and awareness on security best practices

Software Support

Installation, configuration, and troubleshooting of software
Patch management and software updates
License management and compliance
Custom application support (if applicable)

Hardware Support

Diagnosis and repair of hardware issues
Warranty management and vendor coordination
Peripheral device support (printers, scanners, etc.)
Asset management and inventory tracking

Impetus Website and Web-Based Requirements.

Monitoring and Maintenance of the Business Web Hosting.
Website Design, Modification and Updates
Website Forms, Live Chat, and Tools.
Website SEO, Speed Optimization
Assistance Impetus Team with Digital Marketing Web Integrations.

Monitoring and Performance Management

Proactive monitoring of IT systems and infrastructure
Performance tuning and optimization
Capacity planning and resource management
Reporting on system health and performance metrics

IT Consultation and Advisory

Strategic IT planning and consulting
Technology assessment and recommendations
Implementation of new technologies and solutions
Training and knowledge transfer to users

User Account Management (Operating System / Emails / Software’s)

User account creation, modification, and deletion
Password management and recovery assistance
Role-based access control and permission management
Single Sign-On (SSO) and multi-factor authentication support

Vendor and 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

Documentation and Knowledge Base

Creation and maintenance of IT documentation
User guides and technical manuals
Knowledge base for common issues and resolutions
Training materials and resources

Service Hours

Technical support services will be available during the following hours:

Standard Support Hours: Monday to Friday, 9:00 AM to 7:00 PM (excluding public holidays)
Emergency Support: 24/7 availability for critical issues

Response & Resolution Times

Priority Level	Description	Response Time	Max Resolution Time (Approx)
Critical	System-wide outage affecting all users	5 minutes	1 hour
High	Major functionality impaired, large user impact	10 minutes	4 hours
Medium	Limited functionality, moderate user impact	1 hour	8 hours
Low	Minor issues, minimal user impact	2 hours	24 hours

Performance Metrics

• Response Time: Time taken to acknowledge the incident/request.
• Resolution Time: Time taken to resolve the incident/request.
• First Contact Resolution Rate: Percentage of incidents resolved during the first contact.
• Service Desk Tickets: Number of tickets resolved with response and resolution time.
• Escalation Level: Number of tickets resolved with escalation details.
• Customer Satisfaction: Measured through regular surveys.

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