Our Service Level Agreement —Your Repair, Guaranteed
Clear response time commitments, defined quality standards, and full warranty terms — in writing, for every corporate repair.
SLA Commitments
Response and resolution targets by service tier. Standard applies to all customers. Priority and Critical are available for fleet accounts.
| Commitment | Standard | Priority | Critical |
|---|---|---|---|
| Initial Response | 24 hours | 4 hours | 1 hour |
| Diagnosis Completed | 48 hours | 24 hours | Same-day |
| Repair Completion | 5 business days | 3 business days | 1–2 business days |
| Status Updates | Daily | Every 4 hours | Real-time |
| Escalation Contact | Manager | Director | CEO |
Initial Response
Diagnosis Completed
Repair Completion
Status Updates
Escalation Contact
Quality Standards
Measurable quality metrics we hold ourselves accountable to on every repair.
We resolve the reported issue completely on the first attempt for 98% of repairs.
Customer data remains intact in 99.5% of repairs. Full pre-repair backup recommended.
Every replacement part is covered under warranty for the full warranty period.
All technicians follow ISO-aligned repair procedures with documented quality checkpoints.
Warranty Terms
All repairs come with a written warranty. Fleet customers receive extended coverage.
90-Day Standard Warranty
- Covers all repaired parts
- Covers labor on repaired components
- Free re-repair if issue recurs
- Applies from device collection date
180-Day Extended Warranty
- Double the standard warranty period
- Covers parts and labor
- Priority warranty claim processing
- No additional cost for fleet accounts
1-Year Corporate Warranty
- Full year coverage on all repairs
- Parts and labor included
- On-site warranty support available
- Advance replacement for critical devices
Data Security & Compliance
Your devices contain sensitive business data. We handle it with the care and legal compliance it deserves.
PDPA Compliance
All device data handling complies with Malaysia's Personal Data Protection Act 2010. We do not access, copy, or retain customer data beyond what is required for the repair.
Chain-of-Custody Tracking
Every device is tracked with a unique job number from intake to delivery. Full audit trail available upon request for corporate customers.
NDA Available
Non-Disclosure Agreement available for organizations handling sensitive corporate data. Contact our B2B team to arrange before device handover.
Certified Data Wiping
Secure data destruction to DOD 5220.22-M standard available upon request. Certificate of destruction provided for compliance records.
Download the SLA Template
Use our standard SLA template as a starting point for your procurement process. Includes all standard commitments, warranty terms, and escalation paths.
SLA FAQ
Common questions from procurement and IT managers.
Ready to Discuss aCustom SLA?
Our B2B team will work with you to create an SLA that meets your procurement, compliance, and operational requirements.