Corporate Repair Guarantee

Our Service Level Agreement —Your Repair, Guaranteed

Clear response time commitments, defined quality standards, and full warranty terms — in writing, for every corporate repair.

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98% Fix Rate
4.9★ Rated
90-Day Warranty
PDPA Compliant

SLA Commitments

Response and resolution targets by service tier. Standard applies to all customers. Priority and Critical are available for fleet accounts.

Standard:All customers

Priority:Business & Enterprise fleet

Critical:Corporate fleet (50+ devices)

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

Standard24 hours

Priority4 hours

Critical1 hour

Diagnosis Completed

Standard48 hours

Priority24 hours

CriticalSame-day

Repair Completion

Standard5 business days

Priority3 business days

Critical1–2 business days

Status Updates

StandardDaily

PriorityEvery 4 hours

CriticalReal-time

Escalation Contact

StandardManager

PriorityDirector

CriticalCEO

Quality Standards

Measurable quality metrics we hold ourselves accountable to on every repair.

98%

First-Time Fix Rate

We resolve the reported issue completely on the first attempt for 98% of repairs.

99.5%

Data Preservation Rate

Customer data remains intact in 99.5% of repairs. Full pre-repair backup recommended.

100%

Parts Warranty Coverage

Every replacement part is covered under warranty for the full warranty period.

ISO-Aligned

Repair Procedures

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

All Customers

Covers all repaired parts
Covers labor on repaired components
Free re-repair if issue recurs
Applies from device collection date

Fleet Customers

180-Day Extended Warranty

Fleet Customers

Double the standard warranty period
Covers parts and labor
Priority warranty claim processing
No additional cost for fleet accounts

1-Year Corporate Warranty

Corporate Tier (50+ devices)

Full year coverage on all repairs
Parts and labor included
On-site warranty support available
Advance replacement for critical devices

Warranty Conditions

Warranty applies to the specific component or issue repaired. It does not cover new damage, liquid ingress after repair, or issues unrelated to the original repair. Warranty is void if the device is opened by a third party after our repair.

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.

PDPA 2010

Compliant

DOD 5220.22-M

Data Wiping

Chain-of-Custody

Tracked

NDA

Available

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.

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SLA FAQ

Common questions from procurement and IT managers.

What happens if TechFix misses an SLA deadline?

If we miss a committed SLA deadline, we will notify you immediately with the revised ETA and reason. For fleet customers with a signed SLA agreement, missed deadlines trigger the escalation process — your account manager's manager contacts you directly. Service credits may apply for repeat SLA breaches as agreed in your contract.

Can we negotiate custom SLA terms?

Yes. Corporate tier customers (50+ devices/month) and Enterprise tier (25-49 devices/month) can negotiate custom SLA terms including response times, escalation paths, and penalty clauses. Contact our B2B team to start the discussion.

How is the warranty claim process handled for fleet accounts?

Fleet customers log warranty claims through their dedicated account manager via WhatsApp or email. We collect the device within 24 hours (Business tier and above), repair it at no cost, and return it within the agreed SLA window.

Is our data safe during the repair process?

Yes. We do not access customer data as part of our repair process. If a repair requires a factory reset (e.g., a boot-related failure), we notify the customer before proceeding and advise on backups. For corporate customers requiring certified data wiping or NDA coverage, those are available as add-ons.

What does 'same-day' repair mean?

For Critical SLA tier, same-day means the repair is completed within the same business day if the device is received before 12pm. Devices received after 12pm target completion by end of next business day. Parts availability may affect timelines — we notify you if parts need to be sourced.

Get a Custom SLA Quote

Ready to Discuss aCustom SLA?

Our B2B team will work with you to create an SLA that meets your procurement, compliance, and operational requirements. Response within 2 business hours.

Custom response time targets
Penalty clause negotiation
NDA and data protection terms
Escalation path customisation
Loaner device agreements
Onboarding within 48 hours

98% Fix Rate
2h Response
48h Onboarding
No Lock-in

Prefer WhatsApp? Message us directly:

WhatsApp Our B2B Team

017-355 5725

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