SLA
Service Level Agreement
ENA’s core USP is its ability to maintain and repair all brands across its diverse product range, making us the most versatile and vendor-independent service partner in Pakistan’s industrial and power sector.
180+
ENGINEERS NATIONWIDE
14
CITIES COVERED
500+
LOCATIONS SUPPORTED
5
INVENTORY HUBS
Service Infrastructure
Largest Nationwide Network
The backbone that makes our SLA commitments real
Largest nationwide service and support
infrastructure in Pakistan
Supporting more than 500 locations throughout
Pakistan, including several remote locations.
Over 180 Engineers in 14 Cities
Oracle CRM Call Logging System
Inventory management at 5 locations for 24×7
support contracts
Different kinds of support packages are available like:
Mission critical support
24 X 7 X 365 support
Salient Features
Every SLA contract is built on these six commitments
24 / 7 / 365
Emergency Support
Round-the-clock coverage with no blackout periods. Your SLA doesn't sleep and neither does our response team.
2 hours response time
in major cities
For critical incidents in major urban centres, our engineers are on-site within 2 hours of ticket escalation.
8 To 12 hours response
time in remote areas
Even in Pakistan's most remote locations, our distributed engineer network ensures a committed response window.
Routine inspection &
preventive maintenance
Scheduled site visits to inspect, calibrate, and service equipment before faults develop, keeping systems performing at spec.
Backup unit &
parts commitment
Access to standby replacement units and dedicated parts inventory, minimising downtime at every tier.
Trained
resident engineers
ENA places dedicated resident engineers on-site, fully trained on your specific installed equipment.