Services & SLA
A Single Point of Contact for multi-vendor hardware
On-site engineering, spare parts and one escalation path across every platform in your estate — under a single contract and the service level you choose.
Delivery models
Two ways to run the contract
Hand the whole hardware estate over, or keep first-level work in house and use Evolute as the level behind it.
Onsite Service
Evolute carries the whole call, from the first log to the closed ticket.
- 24×7 technical support
- Unlimited parts replacement
- Onsite certified engineers
Partnership Delivery
Your team handles first-level onsite work and Evolute stands behind it.
- Second-level technical support
- Spares provisioning
- Replacement parts delivered onsite
Service levels
Choose the SLA that matches the workload
Create tailored SLA designed for your specific needs and budget or use one of our common SLA:
| SLA | Call login window | Phone response time | Intervention window | Onsite intervention | Repair time |
|---|---|---|---|---|---|
| NBD 9×5 | Business Hours | Next Business Day | Business Hours | Critical: 24h · Major: 48h | Best efforts |
| 24×7 | 24×7 | 4h | 24×7 | Critical: 24h · Major: 48h | Best efforts (< 3 days) |
| 24×7×4 | 24×7 | 2h | 24×7 | Critical: 24h · Major: 48h | Critical: 12h · Major: 3 business days · Minor: 14 business days |
| 24×7×2 | 24×7 | 30 min | 24×7 | 2h | Critical: 12h · Major: 24h · Minor: 7 business days |
Scroll the table sideways to see every column.
These tiers set what Evolute commits to once a call is logged. How quickly an engineer can physically reach a given site is a separate, city-by-city question — see the geographic coverage table.
Onboarding
New Contract Implementation Process
What happens between signature and the first live call.
Initial agreement
- Purchase Order Reception
Treatment
Mapping
- Audit of sites
- SN list
- Verification of configurations
Definition of buffer stock
- Purchase
- Test
- Packaging
Documentation
- Original certificates
Operational phase
Buffer stock shipment
- Shipment
- Customs
- Distribution
- Storage
Tests
- Meeting process
- Intervention test
- On-site intervention test
Sending SLA
Governance meeting
2 to 6 weeks (depending on geographical scope or technical constraint)
Support process
Call Process Flow
Every incident follows the same path, from the logged serial number to the closed ticket.
Nationwide support center available 24×7×365
Step 1. Log Incident
- Serial No.
- Symptoms
- Log Report
Step 2. Ticket Opening
- Ticket No.
- Case Summary
- Assigned FE contact details
Step 3. Analysis
Step 4. Action Plan
Step 5. Onsite Dispatch
- Engineers
- Spares
- Preliminary Report
Then: Onsite Job
Step 6. Ticket Closing Request
Then: Customer Satisfied
Step 7. RCA report required?
YesNo
Step 8. Ticket Closed
Escalation
Three levels, named and reachable
If a case stalls, the next level is a named person with a published contact — not a queue.
- L1Support Call Personnel
Receives the email with a brief problem description and the problem logs provided.
- Email: support@evolute-its.com24 hours
- Phone: +60 3 9764 717008:30–17:30
TriggerResponse to customer acceptance of the reported case within 1 hour, via email.
- L2BW LaiOperation Manager
1st level escalation for case follow-up.
TriggerAfter the call is logged, 2 hours without email or call response from support call personnel.
- L3Yap Poh MengSales Director
Handles customer escalation after an email has gone more than 4 hours without a response or action from L1 and L2.
TriggerAfter the call is logged, via email to the L2 escalation, more than 4 hours.
Email is the 24-hour intake channel. The phone line is answered 08:30–17:30 (GMT+8); the 24×7×365 cover is the support centre and the onsite response behind it.
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