Prime Facility Services — Service Commitments

Service Level Agreement

Response & resolution by priority

Every request logged with our helpdesk or site supervisor is classified into one of four priority levels, each with its own response and resolution commitment.

 
Critical Safety hazard, service outage, or issue affecting business continuity
RESPONSE 4 hours
RESOLUTION 24-72 hours
High Significant disruption to a site or function, no safe workaround available
RESPONSE 8 hours
RESOLUTION 3-5 Business Days
Medium Localised issue with a workaround, limited impact on operations
RESPONSE 1 Business Day
RESOLUTION 5-7 Business Days
Low Routine request, minor maintenance, or scheduled task
RESPONSE 2 Business days
RESOLUTION 7-10 Business Days

Service line standards

Baseline performance commitments specific to each service we deliver.

 
Facility management
Site inspection frequency Weekly
Preventive maintenance schedule adherence ≥ 95%
Client query acknowledgement Same day
Cleaning & janitorial
Daily task completion rate ≥ 98%
Quality audit frequency Bi-weekly
Consumable restock turnaround 24 hrs
MEP management
Emergency breakdown response 30 min
Routine PPM compliance 100%
Equipment uptime target ≥ 99%
HR outsourcing
Payroll processing accuracy 100%
New hire onboarding turnaround 3 business days
Staff replacement (attrition) ≤ 5 business days
Fleet management
Vehicle availability ≥ 97%
Scheduled service compliance 100%
Breakdown assistance response 45 min
Reporting & governance
Monthly performance report By 5th of month
Incident report submission Within 24 hrs
Client satisfaction survey Quarterly

Escalation matrix

If a request isn’t resolved within its committed window, it automatically escalates.

 
LEVEL
CONTACT
TRIGGERED WHEN
RESPONSE COMMITMENT
Level 1
Site Supervisor / Team Lead
Initial request logged
Per priority matrix above
Level 2
Operations Manager
Unresolved past committed resolution time
Within 2 hours of escalation
Level 3
Head of Operations / Account Director
Unresolved 24 hrs after Level 2 escalation, or client-requested
Same business day
Level 4
Managing Director
Contractual breach or repeated failure
Direct client engagement within 24 hrs

Performance monitoring

How SLA performance is tracked and reviewed with clients on an ongoing basis.

 
DAILY
Site checklist & task log sign-off
WEEKLY
Supervisor site walk-through report
MONTHLY
KPI performance report shared with client
QUARTERLY
Formal service review meeting

Prime Facility Services delivers world-class services

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Timings

Mon – Sat: 09:00 am – 06:00 pm 

Phone: 0303-6705358

 
 
Contact info

Emails: info@primefacilityservices.pk
Sales@primefacilityservices.pk
hr@primefacilityservices.pk

Location: Lower Ground Floor Plaza Sadat Silk Center Street No 18 Pakistan Town Phase 02 Islamabad

 

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