SCL's support programme has been designed to meet the specific needs of the company's 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:
Backup Equipment
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.
Inventory of Spare parts
An adequate inventory of spares and supplies is maintained by all centres, and is used to repair customer equipment when required.
Training
SCL can provide operational training in the usage of hardware and systems software, as well as training on specific applications.
Response Time
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.
Machine Down-Time
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.
