Service Level Agreement (SLA) & Guarantee

1. Emergency Response Dispatch SLA

For critical facility emergencies—including primary electrical tripping, severe plumbing burst flooding, central HVAC chiller shutoffs, and fire safety alarms—FIX guarantees lead technician dispatch within 60 minutes across metropolitan Dhaka and regional economic zones.

2. Scheduled Preventive Maintenance SLA

All Annual Maintenance Contract (AMC) visits are scheduled 48 hours in advance. Preventative routine inspections follow standardized BNBC engineering checklists, and digital inspection logs are delivered to property managers within 24 hours of task completion.

3. 30-Day Certified Workmanship Guarantee

All non-cosmetic electrical repairs, plumbing fittings, HVAC servicing, and mechanical installations performed by certified FIX field technicians include a 30-day quality and workmanship warranty. If a recurring defect arises within the guarantee window under standard operational parameters, our crew returns for rectification without additional diagnostic dispatch charges.

4. Verified Engineering & Safety Standards

All dispatched field staff undergo police background verification, technical vetting, and OSHA safety protocol training. We maintain rigorous standards to ensure the highest safety and reliability for commercial facilities and residential properties.

5. Escalations & Support SLA

For SLA inquiries, guarantee claims, or operations escalation, contact our 24/7 Operations Command Desk at support@fix.com.bd or call our emergency hotline.