SCL’s support programme has been designed to meet the specific needs of the companies various customers. This programme enables customers to set their own priorities for problem resolution, and allows them access to SCL’s support help desks. The company maintains service workshops in Islamabad, Lahore, Karachi, Peshawar and Faisalabad. These repair facilities are all well equipped with the latest tools, gadgets, reference manuals and supplies needed for maintenance. Every service centre has a staff of Customer Engineers for maintenance of hardware, and Systems Support Engineers for dealing with software problems. These engineers not only take refresher courses locally but are also sent abroad for specialized hands-on training in error detection, repair, troubleshooting and product upgrades. The main components and features of this programme are listed as follows:

Back-ups are maintained for all crucial equipment, and provided to the customer when equipment repair cannot be completed within the specified time. This backup equipment remains at the customer's site till the original is returned in fully operational condition.

An adequate inventory of spares and supplies is maintained by all centres, and is used to repair customer equipment when required.

SCL can provide operational training in the usage of hardware and systems software, as well as training on specific applications.

SCL’s support programme is highly responsive in resolving customer problems. It allows customers to determine their own priority for the problem resolution when logging on a support call at SCL’s Help Desk. Customers determine the priority by selecting one from three priority ratings, i.e.:

· Urgent
· Serious
· Not Critical.

SCL Guaranteed response time for intra-city calls is four hours from the reception of a call.

Recognizing the fact that machine downtime is a serious concern for any organization that already has computers or is beginning to install them, SCL endeavours to restore 100% functionality within the minimum time possible. Its target downtime of CPUs and System Disks is between 6-8 hours from the time of reporting of the fault, with an allowance of two hours for door-to-door travel within the city (30 Km Radius). For remote sites, (i.e. those beyond a 100 Km radius from the nearest support office) downtime is subject to factors governed by the customer's requirements.

Maintenance rates are subject to the nature of the contract drawn between the customer and SCL. Yearly maintenance contracts are formulated both for hardware and software to ensure undisrupted work through adequate and prompt availability of services. Rates for yearly contracts are determined by the quantity of the equipment to be included in the contract.In the event that no maintenance contract is signed between a customer and SCL, maintenance charges are determined on the following basis:

Per call on-site maintenance rates depend on the nature of the maintenance contract signed with the customer, and therefore vary from client to client. In the case of remote sites as defined above, charges for board and lodging are payable by the customer at actuals.

Charges for service at any SCL centre are 50 % of per call rates. Carriage to and from SCL's service depot is then the customer’s responsibility.

This contract is offered on a yearly basis to customers at a reasonable percentage of the hardware value. The contract covers costs for:

SCL’s engineers are on call during working hours to respond to clients requiring corrective maintenance. Additionally, this contract entitles a client to regular preventive maintenance of equipment covered in the contract.

Back-ups are maintained for all crucial equipment, and provided to the customer when equipment repair cannot be completed within the time specified earlier. This backup equipment remains at the customer's site till the original is returned in fully operational condition.

An adequate inventory of spares and supplies is maintained by all centres, and is used to repair customer equipment when required.

This contract is offered on a yearly basis to customers at a percentage of either the total hardware cost or the applicable regular maintenance contract cost. Under this contract, only preventive/corrective maintenance service is provided, and the customer bears the cost of spares if a replacement is warranted.