Server Infrastructure Support

Server downtime is business downtime. Our server SLA is the most comprehensive we offer, with 2-hour response options, on-call engineers, and a dedicated parts reserve for enterprise server clients.

2-hour onsite response (Enterprise tier)
24×7 remote monitoring and alert response
RAID failure diagnosis and drive replacement
Hot-swap component support (PSU, cooling, drives)
iDRAC / iLO remote management assistance
Temporary server loaner units available

24×7 Monitoring

Continuous remote monitoring with automated alerts. Our NOC team responds to critical events around the clock, escalating to onsite when needed.

Storage & RAID

Hot-spare drives dispatched the same day for RAID failures. Full rebuild support and verification before handing back to the client.

Response Tiers

Basic gives next business day onsite, Business 4 hours, and Enterprise 2 hours around the clock with a dedicated on-call engineer and named escalation contacts.

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 server estate. 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.