Desktop & Workstation Agreements

Keeping your office workstations running is critical. Our desktop SLA covers everything from component-level repair to full-unit swap, ensuring your team stays productive with minimal disruption.

Onsite hardware replacement within SLA window
Peripheral support (monitors, keyboards, mice)
OS reload and reconfiguration support
Bulk fleet repair management
Spare parts inventory reserved for contracted clients

Component Repair

PSU, RAM, storage, GPU, and motherboard replacement carried out onsite wherever possible to minimise downtime.

Fleet Management

Manage dozens or hundreds of desktops under one contract. Staggered maintenance scheduling and centralised asset tracking.

OS & Config

OS reloads, driver updates, domain re-joining, and software configuration included in Business and Enterprise tiers.

Response and Resolution Commitments

Each window below is a contractual commitment rather than a target estimate, and it is the same table published on our SLA plans page, applied here to your desktops and workstations. The clock starts when a valid ticket is logged through an approved channel: the client portal at app.jaycotech.pk, an email to support@jaycotech.pk, or a call to +92 370 0955251.

Metric	Basic (Tier 1)	Business (Tier 2)	Enterprise (Tier 3)
Support hours	8×5 (Mon to Sat, 9am to 6pm)	8×5 (Mon to Sat, 9am to 6pm)	24×7×365
Ticket acknowledgement	2 hours	1 hour	30 minutes
Remote response	4 hours	2 hours	1 hour
Onsite response	Next business day	4 hours	2 hours
Target resolution (standard)	3 business days	1 business day	8 hours
Target resolution (critical)	1 business day	4 hours	2 hours
Advance replacement	Not included	Same day	Within 2 hours

Onsite windows apply within city limits in Karachi, Lahore, Islamabad, Peshawar and Faisalabad; sites outside those zones may carry additional travel time under the contract. Cover assumes an active maintenance contract with current fees, a ticket raised through an approved channel, a device that has not been modified or tampered with, and safe site access for our engineer. Faults outside hardware scope, such as accidental damage, electrical surge damage or software and operating system issues, fall outside the SLA and are quoted separately.