Service Level Agreement

Our commitment to provide the best service with high quality standards

Scope

  • Procurement of goods according to agreed specifications
  • Professional service provision with high-quality standards
  • Consultation and technical support services
  • Complete documentation for every transaction

Service Standards

  • Initial response within 24 working hours
  • Price quotation within 2-3 working days
  • Progress updates at least once a week
  • Delivery according to agreed timeline

Quality Control

  • Product inspection before delivery
  • Technical specification verification with supplier
  • Quality assurance for every item
  • Product testing (if required)

Corporate Responsibility

  • Guarantee product authenticity and quality
  • Provide transparent information on prices and costs
  • Protect client data and information
  • Handle complaints responsively and professionally

Customer Responsibility

  • Provide clear and complete requirement specifications
  • Make payments according to agreed terms
  • Provide necessary access for project execution
  • Provide feedback for service improvement

Evaluation & Reporting

  • Regular progress reports during execution
  • Complete documentation during handover
  • Customer satisfaction survey after project completion
  • Review meeting for cooperation evaluation

Warranty

  • Product warranty according to manufacturer terms
  • Replacement of defective/damaged products within certain period
  • Technical support for troubleshooting
  • After-sales service for maintenance

* SLA can be adjusted based on contract agreement and specific client needs

SLA Flow

Scope
Standards
Execution
Evaluation