Service Delivery Policy

Last Updated: January 19, 2025

Introduction

This Service Delivery Policy outlines how Peham (Private) Limited delivers our software-as-a-service (SaaS) solutions to customers. This policy covers service activation, access, support, and ongoing delivery of our products.

Company Information

Peham (Private) Limited
G8 Plaza, Shaheen Commercial, Phase 1
Jinnah Garden, Islamabad, Pakistan

Email: [email protected]
Phone: +92 300 5920392
Website: https://peham.ltd

Service Delivery Method

Digital Delivery

All our services are delivered digitally via:

• Web-based applications accessible through modern web browsers
• Cloud-hosted infrastructure (no physical delivery required)
• Instant access upon successful subscription and payment
• Login credentials sent to your registered email address

Supported Platforms

Our services are accessible via:

• Desktop browsers (Chrome, Firefox, Safari, Edge - latest 2 versions)
• Mobile browsers (iOS Safari, Android Chrome)
• Tablet devices
• Some services may have dedicated mobile applications

Service Activation Timeline

Immediate Activation (Standard Services)

• Account Creation: Instant upon successful registration
• Service Access: Immediate after payment confirmation
• Login Credentials: Sent within 5 minutes to registered email
• Initial Setup: Self-service onboarding available immediately

Custom Solutions

For enterprise or custom implementations:

• Initial Consultation: Scheduled within 1-2 business days
• Custom Development: Timeline provided during consultation (typically 2-8 weeks)
• Implementation: Coordinated based on project scope
• Training: Scheduled upon project completion

Account Setup Process

Standard Subscription Process

1. Registration: Create account at https://peham.ltd
2. Plan Selection: Choose appropriate subscription tier
3. Payment: Complete payment via supported payment methods
4. Email Verification: Verify your email address
5. Access Granted: Immediate login access to your dashboard
6. Onboarding: Follow guided setup wizard or tutorials

Required Information

To activate services, you must provide:

• Valid email address
• Business name and contact information
• Payment information
• Any specific configuration requirements

Service Access

Login and Authentication

• Access your services 24/7 via https://peham.ltd
• Secure login with email and password
• Two-factor authentication available (recommended)
• Password reset available via email

System Requirements

Minimum Requirements:

• Stable internet connection (minimum 2 Mbps recommended)
• Modern web browser (updated to latest version)
• JavaScript enabled
• Cookies enabled for authentication

Recommended:

• High-speed internet connection (5+ Mbps)
• Latest browser versions
• Desktop or laptop for optimal experience

Service Availability

Uptime Commitment

• Target Uptime: 99.5% monthly uptime
• Monitoring: 24/7 automated system monitoring
• Redundancy: Cloud infrastructure with automatic failover

Scheduled Maintenance

• Performed during off-peak hours (typically 2-6 AM PKT)
• Advance notice provided via email (minimum 24 hours)
• Critical updates may require shorter notice periods
• Maintenance windows typically last 1-4 hours

Service Interruptions

In case of unplanned downtime:

• Our team works to restore service as quickly as possible
• Status updates posted on our website or via email
• Critical issues prioritized for immediate resolution

Customer Onboarding

Self-Service Onboarding

Available immediately upon subscription:

• Interactive tutorial and guided walkthroughs
• Video tutorials and documentation
• Knowledge base articles
• FAQ section

Assisted Onboarding (Enterprise Plans)

For enterprise customers:

• Dedicated onboarding specialist
• Customized training sessions
• Data migration assistance (if applicable)
• Integration support

Training and Support

Documentation

• Comprehensive user guides available 24/7
• Video tutorials for common tasks
• API documentation for developers
• Regular updates to reflect new features

Support Channels

• Email: [email protected]
• Phone: +92 300 5920392
• Live chat (available during business hours)
• Support ticket system via customer portal

Support Hours

• Monday - Friday: 9:00 AM - 6:00 PM PKT
• Saturday: 10:00 AM - 4:00 PM PKT
• Sunday: Email support only (monitored, slower response)

Response Times

• Critical issues: 2-4 hours
• High priority: 4-8 hours
• Medium priority: 24 hours
• Low priority: 48 hours

Support Scope

Included Support:

• Technical troubleshooting
• Account and billing inquiries
• Feature guidance and best practices
• Bug reporting and resolution
• Security and access issues

Not Included (May Require Additional Fees):

• Custom development requests
• Extensive training beyond standard onboarding
• Third-party integration setup
• Data entry or migration services
• Consulting services

Data and Security

Data Delivery and Storage

• All customer data stored on secure cloud servers
• Automatic daily backups
• Data encryption in transit and at rest
• Compliance with data protection standards

Data Migration

For customers switching from other systems:

• Self-service import tools for common formats (CSV, Excel)
• Assisted migration available for enterprise plans
• Data validation and error reporting
• Timeline depends on data volume and complexity

Updates and New Features

Software Updates

• Automatic updates deployed to all customers
• No downtime for most updates
• Major feature releases announced in advance
• Backward compatibility maintained whenever possible

Feature Rollout

• New features released regularly
• Beta testing programs available for early access
• Feature requests considered for roadmap planning
• Customers notified of new capabilities via email or in-app notifications

Service Continuity

Subscription Renewals

• Automatic renewal for active subscriptions
• Reminder emails sent 7 days before renewal
• Grace period of 3 days for payment issues
• Service suspension if payment fails after grace period
• Data retained for 30 days after suspension

Service Suspension

Services may be suspended due to:

• Non-payment of subscription fees
• Violation of Terms and Conditions
• Suspected fraudulent activity
• Customer request

Reactivation: Contact support to resolve issues and reactivate services.

Custom Development Services

Delivery Timeline

For custom development projects:

1. Requirements Gathering: 1-2 weeks
2. Proposal and Quote: Provided within 1 week
3. Development: Timeline specified in proposal (typically 4-12 weeks)
4. Testing and QA: 1-2 weeks
5. Deployment: Coordinated with client
6. Post-Launch Support: 30 days included

Milestones and Deliverables

• Clear milestones established at project start
• Regular progress updates
• Demo sessions at key milestones
• Final acceptance and sign-off required

Third-Party Integrations

Available Integrations

• Integration with common business tools (accounting, CRM, etc.)
• API access for custom integrations (on applicable plans)
• Documentation provided for integration setup
• Support available for troubleshooting integration issues

Integration Delivery

• Standard integrations: Self-service setup available immediately
• Custom integrations: Timeline discussed during consultation
• Testing environment provided when applicable

Service Modifications

We reserve the right to:

• Modify service features and functionality
• Update pricing with advance notice (existing customers grandfathered when possible)
• Discontinue services with 90 days notice and migration assistance
• Change service delivery methods to improve performance

Quality Assurance

Our commitment to quality:

• Regular testing and quality checks
• User feedback incorporated into improvements
• Performance monitoring and optimization
• Security audits and vulnerability assessments

Compliance and Standards

Our services are delivered in compliance with:

• Pakistani data protection regulations
• International security standards (where applicable)
• Industry best practices for SaaS delivery
• Accessibility guidelines (WCAG 2.1 AA where feasible)

Limitations

What We Don't Deliver

• Hardware or physical products
• On-premise software installations (cloud-only)
• Guaranteed specific business outcomes or results
• Services outside our product scope
• Unlimited customization (custom work quoted separately)

Force Majeure

Service delivery may be affected by events beyond our control, including:

• Natural disasters
• Internet service provider failures
• Third-party infrastructure issues
• Government actions or restrictions
• Cyber attacks or security incidents

We will make reasonable efforts to minimize impact and communicate status.

Contact for Service Delivery Issues

If you experience issues with service delivery:

Peham (Private) Limited
G8 Plaza, Shaheen Commercial, Phase 1
Jinnah Garden, Islamabad, Pakistan

Email: [email protected]
Phone: +92 300 5920392
Website: https://peham.ltd

Urgent Service Issues:
For critical service interruptions, contact us immediately via phone or email with "URGENT" in the subject line.

Policy Updates

This Service Delivery Policy may be updated periodically. Customers will be notified of significant changes via email or through the customer portal.