SERVICE POLICY.

1. Our Service Commitment

We guarantee highly skilled, certified engineers to deploy, manage, and troubleshoot your IT & AV assets. Our Customer Service Department (CSD) is equipped with dedicated technical teams divided into Networking, Surveillance (CCTV), Hardware/Desktop, and Audio-Visual divisions to ensure specialized support.

2. Standard Service Level Agreements (SLA)

We classify technical issues based on their impact on your business continuity. Below is our standard SLA matrix (unless a customized corporate SLA is signed):

3. On-Site Field Engineering Support

For enterprise hardware, rack servers, and CCTV network infrastructures that cannot be moved to our service centers, UBSL provides comprehensive on-site support.

• Our field engineers will visit the client’s premises within the stipulated SLA timeframe.
• Clients must ensure a safe working environment and necessary access permissions (data center access, roof access for cameras, etc.) for our engineers.
• If a hardware component requires laboratory level repair, the engineer will unmount the device, issue a receiving receipt, and transport it to the UBSL service center.

4. Remote Support & Helpdesk

To ensure faster resolution times, UBSL heavily utilizes Level 1 and Level 2 remote support mechanisms.

• Helpdesk: Clients can raise a ticket via our dedicated support email or helpline.
• Remote Access: With explicit client permission, our network engineers can use secure remote desktop tools (AnyDesk, TeamViewer) or VPN tunnels to troubleshoot software, NVR configurations, and router/switch programming remotely.

5. Annual Maintenance Contracts (AMC)

To maximize the lifespan of your IT assets, UBSL offers premium Annual Maintenance Contracts (AMC) for post-warranty periods.

Comprehensive AMC: Covers both service/labor charges and the cost of replacing defective hardware components.

Non-Comprehensive AMC: Covers regular preventive maintenance, cleaning, firmware upgrades, and service charges. Any hardware replacement costs will be billed separately to the client.

6. Data Privacy & Security (Crucial)

As an IT infrastructure provider, we respect the extreme sensitivity of corporate data.

• No Data Liability: While servicing storage devices, servers, or laptops, UBSL is not responsible for data loss. Clients are strictly advised to maintain independent backups before handing over devices for repair.
• Confidentiality Guarantee: UBSL engineers are legally bound by Non-Disclosure Agreements (NDAs). They will not copy, store, distribute, or misuse any client data, CCTV footage, or network security configurations accessed during a service operation.

7. Out of Warranty & Chargeable Services

Products that have surpassed their OEM warranty period, or products that have violated warranty terms (e.g., physical damage, liquid damage), are classified as Out of Warranty.

UBSL will diagnose the issue and provide an estimated "Bill of Material & Service Charge." Work will commence only upon receiving written approval or a Purchase Order (PO) from the client.