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Outsourcing services & level agreement

Outsourcing Services and Corresponding Service Level Agreements (SLAs)

Outsourcing services refer to hiring an external company or contractor to perform certain business functions or processes typically handled internally. Outsourcing can involve various services, such as IT support, customer service, human resources, and accounting.

Types of Outsourcing Services and Corresponding Service Level Agreements (SLAs)

  • IT Outsourcing Services: This includes outsourcing IT functions such as software development, network management, and database administration. The IT outsourcing SLA typically covers uptime, response times, and system availability.
  • Business Process Outsourcing (BPO) Services: This involves outsourcing non-core business processes such as payroll processing, accounting, and customer service. The SLA for BPO covers service delivery timelines, quality of service, and customer satisfaction.
  • Knowledge Process Outprocsourcing (KPO) Services: This involves outsourcing knowledge-intensive processes such as market research, data analytics, and intellectual property management. The SLA for KPO covers areas such as the research's accuracy, data quality, and intellectual property protection.
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Key elements of SLA

  • Service scope: Defines the services being provided by NextGen, including any specific service levels or features.
  • Service availability: Specify the service's hours and any planned maintenance windows.
  • Response and resolutidge-ion times: Outlines the expected response and resolution times for incidents and service requests based on their severity level.
  • Performance metrics: Sets out the performance standards that NextGen will meet, such as uptime, response times, and throughput.
  • Support options: Describes the support options available to the customer, including contact methods, support hours, and escalation procedures.
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Pilot Projects

  • New Technology Setup
  • Awareness Session
  • Technical Trainings
  • Business User Trainings
  • Customization According to Business Needs
  • Systems Integrations

Technology Rollout

  • New Technology / Feature Rollout
  • Software Upgrade Projects
  • Rollout during Store Off-Timings
  • Standard Operating Procedures for Rollout
  • Quality Assurance
  • Hand-over
  • Service Warranties

Service Level Agreement

  • 24x7 Support
  • Complete I.T. Outsourcing
  • Onsite Repair
  • 1 Vendor for All Technology Support
  • Monthly KPI Reports
  • Preventive Maintenance
  • I.T. Assets Register
  • Call Center & Online Ticket System
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for PAKISTAN AND KINGDOM OF SAUDI ARABIA MIDDLE EAST REGION

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What They Say About Us

Delivering excellent work quality and commitment to timelines has been our motto. Always check our clients, who are our support to provide the best.
Thanks to NextGen, we installed our POS system from them, and the software is straightforward to use and reliable.
Mansha Qureshi
The team was accommodating in suggesting and guiding what system would go best according to our business model—looking forward to working with NextGen.
Basir Ahmed
I got my business digitalised by calling a mobile application developed by NextGen. This works amazingly. Thanks.
Neha Shifa
I installed Queue management software by NextGen, which made our workflow more convenient and productive.
Abdul Rafay
I cannot thank NextGen enough for their exceptional digital onboarding services. The process was seamless, efficient, and incredibly user-friendly. The team was professional, friendly, and patient with our queries.
Shabaz Khan
We can now onboard our customers quickly and in no time. Thanks to NextGen, our customer experience has improved dramatically!
Rashid Mir
Network Infrastructure Services has transformed our business. The team provided tailored solutions that addressed all our needs and exceeded our expectations.
Ali Abbas
The support team is always available and quick to respond to any issues. We are grateful to NextGen for helping us take our business to the next level.
Akbar Ali
NextGen's SLA Management Services has been a game-changer for us. We can now manage our SLAs more effectively and efficiently.
Haseeb
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