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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:

  1. Helpdesk Support
  • Telephone, email, and chat support on Service Desk Request.
  • Service Desk Ticket logging and tracking
  • Instant First Level troubleshooting and support
  1. 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
  1. 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
  1. 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
  1. 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
  1. 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
  1. Data Backup and Recovery
  • Regular data backups and integrity checks
  • Disaster recovery planning and testing
  • Data restoration services in case of data loss
  1. 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
  1. Software Support
  • Installation, configuration, and troubleshooting of software
  • Patch management and software updates
  • License management and compliance
  • Custom application support (if applicable)
  1. Hardware Support
  • Diagnosis and repair of hardware issues
  • Warranty management and vendor coordination
  • Peripheral device support (printers, scanners, etc.)
  • Asset management and inventory tracking
  1. 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.
  1. 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
  1. 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
  1. 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
  1. 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
  1. 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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