KPI & support
policy.

1. Purpose and scope

This document publishes the service levels Apollo Vision Tech works to, so that a partner can plan around them and quote them to an end customer. It applies to all authorised dealers and distributors and to every product category we supply.

A target is only meaningful if it is written down and if there is a consequence for missing it. Clause 6 sets out what happens when we miss one.

2. Our service commitments

These are the headline numbers, measured quarterly and reported to partners on request.

• 24 hours — first response. Any enquiry from a partner is acknowledged by a named person within one working day.
• 48 hours — standard quotation. Pricing for standard configurations is returned within two working days.
• 5 working days — project design. Video wall or LED layouts, drawings and a bill of materials.
• 3 working days — spare parts despatch. Critical spares for current models ship within three working days of approval.
• 99% — order accuracy. Shipments matching the confirmed order line for line, measured quarterly.
• 24/7 — emergency escalation. A live escalation line for site-down situations on mission-critical installations.

3. Support hours and channels

Standard support runs during business hours in your regional office's time zone. Severity 1 cases are handled around the clock, every day of the year.

• Service desk e-mail — info@unique.com.bd. The primary channel for all P2 to P4 cases. Attach the serial number and photographs.
• Hotline — +1 (860) 780-7599. Business hours for general support; around the clock for P1 site-down escalation.
• Regional manager — assigned at onboarding. Your direct line for commercial matters and Level 3 escalation.
• Download Center — drivers, firmware, datasheets and manuals, available at any time without raising a case.

4. How a case is prioritised

Severity is set by business impact at the customer site, not by who shouts loudest. The partner proposes a severity when raising the case and our service desk confirms it.

5. Response and resolution targets

First response means a named engineer has taken ownership of the case and replied — not an automated acknowledgement. Resolution target means the site is operational, which may be by repair, by replacement, or by an agreed workaround the customer accepts.

Response clocks run in working hours for P2 to P4, and in elapsed hours for P1. A case paused awaiting information from the partner or the end customer stops the clock until that information arrives.

6. Escalation path

Every partner receives this escalation path in writing at onboarding, with named contacts at each level.

• Level 1 — Service Desk Engineer. Triggered when the case is raised. Owns diagnosis and day-to-day communication. Most cases close here.
• Level 2 — Technical Lead. Triggered when a target is missed once, or a P1 stays open beyond four hours. Takes over the technical path, brings in engineering, and re-commits to a date.
• Level 3 — Regional Manager. Triggered when a target is missed twice, or customer impact grows. Owns the commercial relationship and can authorise replacement units or goodwill.
• Level 4 — Head of Operations. Triggered when a case is unresolved beyond twice the resolution target. Final internal escalation, with a written remediation plan issued to the partner.

7. What we measure on the partner side

These are not penalties. They decide tier progression, marketing budget allocation and whether territory exclusivity is on the table.

• Volume against plan. Achievement of the agreed quarterly volume, reviewed against the annual plan set at onboarding.
• Lead response time. Leads we hand over should be contacted within 48 hours and their outcome reported back.
• End customer satisfaction. Feedback collected from deployments in your territory, gathered directly from the end customer.
• Certified engineers. At least one certified engineer maintained on staff, with certification kept current.
• Demo and spares stock. Recommended demo units and spares kit held for the models you sell in volume.
• Reporting discipline. Quarterly pipeline, sell-through and stock reports submitted on time.

8. Quarterly review

Both sides of this policy are reviewed jointly each quarter with your regional manager. Our performance against clause 2 is presented to you, and your performance against clause 7 is discussed in the same meeting. Where either side has missed a target, the review records what changes before the next quarter.

9. Exclusions from these targets

The targets in this policy do not apply where:

• The product is outside its warranty term and no service contract is in place.
• The fault falls under an exclusion in the Warranty & After-Sales Policy.
• Access to the site or to the unit is not available to our engineer or to yours.
• Requested information has not been supplied and the case is paused as a result.
• Delivery is prevented by a customs hold, a carrier failure or another event outside our control.

10. Contact

Service desk: info@unique.com.bd
Partner enquiries: partner@apollovisiontech.com
Hotline: +1 (860) 780-7599