What we fix

If it breaks, it is covered.

Hardware faults on your servers, repaired or replaced under the contract.

Failed drives and RAID

Power supplies

ECC memory

Network and HBA cards

Cooling

iDRAC and iLO help

What you get

More than a repair shop.

On Enterprise, support runs around the clock, every day of the year, with named escalation contacts.

Hot-spare drives sent the same day when a RAID drive fails, with the rebuild checked before handover.

Power supplies, cooling and drives replaced while the server keeps running where the hardware allows.

Enterprise clients get a dedicated on-call engineer and named escalation contacts.

A temporary server can step in while yours is repaired.

Every time below is a commitment in the contract, not a guess.

Pick your speed

Times count from when you log a ticket. Onsite times apply within Karachi city limits.

BasicNext business dayonsite response

RecommendedBusiness4 hoursonsite response

Enterprise2 hours, 24x7onsite response

What	Basic	Business	Enterprise
Support hours	8x5 (Mon to Sat, 9am to 6pm)	8x5 (Mon to Sat, 9am to 6pm)	24x7x365
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

Every time here is a commitment in the contract, not a target estimate. It is the same table as on our SLA plans page.

When something breaks

1
Tell us
Log a ticket in the client portal at app.jaycotech.pk, email support@jaycotech.pk or call +92 370 0955251. The clock starts now.
2
We answer
We reply within your plan's time and start fixing it remotely if we can.
3
We come over
If it needs hands, an engineer comes to your office in Karachi within your plan's time.
4
You keep working
Fixed, or on Business and Enterprise, a spare is sent while we repair yours.