Service Level Agreement (SLA) - Dubai Key Master

Welcome to the Service Level Agreement (SLA) page for Dubai Key Master. As a trusted provider of professional locksmith services in Dubai, we are committed to delivering high-quality, efficient, and reliable services in accordance with the agreed-upon standards. This SLA outlines the services we provide, our performance standards, and the responsibilities of both parties in the course of our professional relationship.

1. Objective of the SLA

The primary goal of this Service Level Agreement is to clearly define the expectations between Dubai Key Master and our customers regarding the delivery of locksmith services. Our aim is to ensure transparent, reliable, and consistent services while addressing customer needs effectively and in a timely manner.

2. Scope of Services

Dubai Key Master offers a wide range of locksmith services in Dubai, including but not limited to:

Emergency lockout services (for homes, offices, and vehicles)
Key duplication and replacement
Lock installation and repair
Security system installation (smart locks, access control systems)
Safe opening and repair
Automotive locksmith services (key programming, car lockout assistance)

3. Service Availability

We are available to serve you 24/7, providing emergency locksmith services at any time of day or night. Our standard service hours are as follows:

Monday to Friday: 9:00 AM – 6:00 PM
Emergency Services: Available 24/7

4. Response Times

We understand the urgency of locksmith services, especially during emergencies. The response times are as follows:

Emergency lockout response: within 30 minutes (for Dubai city areas)
Non-emergency requests (key duplication, lock repair): within 2-4 hours
Scheduled appointments for installation/repair: within 24 hours

Response times may vary depending on location and traffic conditions, but we strive to be prompt and punctual with every service call.

5. Service Performance Standards

We aim to provide locksmith services that meet the highest industry standards. Our service performance is based on the following key principles:

Quality: All services will be performed using high-quality materials and tools to ensure long-lasting results.
Safety: We prioritize safety during every job, ensuring that all security systems are installed, repaired, or upgraded without compromising the integrity of the property.
Customer Satisfaction: We aim to complete all services to the satisfaction of our customers. Any issues or concerns will be addressed promptly and professionally.
Compliance: All services will be performed in compliance with local laws and regulations in Dubai, as well as industry standards and safety protocols.

6. Customer Responsibilities

To ensure a smooth and efficient service, customers are expected to fulfill the following responsibilities:

Provide accurate and detailed information about the lock or security issue when requesting service.
Ensure that the area where the work is to be carried out is accessible and safe.
Cooperate with the locksmith during the service process to ensure proper installation or repair.
Review and approve any service quotes or estimates before proceeding with work.
Make timely payment for services rendered according to the agreed terms.

7. Exclusions from SLA

The following scenarios are excluded from this Service Level Agreement:

Services rendered beyond the agreed scope or without prior written approval.
Damages caused by customer misuse or neglect.
Lock and key services for illegal or unauthorized activities.
Acts of nature such as floods, earthquakes, or other unforeseeable events.

8. Service Charges and Payment Terms

The pricing for locksmith services will be based on the type of service required. Detailed pricing will be provided prior to the commencement of any work. Payment terms are as follows:

Payments are due upon completion of services, unless otherwise agreed upon.
Accepted payment methods: Cash, Credit/Debit Cards, Bank Transfers.
A deposit may be required for specific services (e.g., large installations or custom security systems).

9. Service Cancellation and Refund Policy

If you need to cancel or reschedule a service, please notify us at least 24 hours before the scheduled appointment. Cancellations made with less than 24 hours’ notice may incur a cancellation fee. Refunds are issued in cases of service failure or non-performance, provided that the issue is raised within 7 days of service completion.

10. Dispute Resolution

In the unlikely event of a dispute, we are committed to resolving the issue in a fair and professional manner. Customers may contact our customer support team to discuss any concerns or issues. Disputes that cannot be resolved amicably will be handled in accordance with the laws of the UAE.

11. Limitations of Liability

Dubai Key Master will not be held liable for any damages beyond the cost of the locksmith services rendered. We are not responsible for damages arising from circumstances beyond our control or any indirect, incidental, or consequential damages.