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Service Level Agreement (SLA)



1. SLA Goals

  • Define measurable service performance standards to ensure customer satisfaction.
  • Foster a transparent and professional relationship between Almukhtabarat Company and its customers.
  • Provide a structured process for addressing issues, measuring performance, and ensuring accountability.

2. SLA Objectives

The primary objective of this SLA is to establish a clear understanding of the service levels, responsibilities, and mutual expectations between Almukhtabarat Company and its customers. This document serves as a framework to ensure that high-quality services are consistently delivered, measured, and improved over time.

3. Scope of the SLA

  • The SLA applies to the availability, security, performance, support, and maintenance.
  • It excludes issues arising from:
    • Customer misuse.
    • Force majeure events (e.g., natural disasters, acts of war).
    • Issues outside the Provider’s control (e.g., internet outages).

4. Almukhtabarat Responsibilities

  • Service Availability: Ensure high service availability and minimize downtime.
  • System Maintenance: Perform regular maintenance and updates to maintain system efficiency and security.
  • Issue Resolution: Address and resolve service-related issues promptly as per the agreed-upon timelines.
  • Data Security: Implement and maintain robust security measures to safeguard customer data.
  • Customer Support: Provide responsive customer support to assist with any queries or issues.
  • Service Monitoring: Continuously monitor system performance to ensure compliance with service level standards.

5. Customer Responsibilities

  • Payment for all invoices within 7 days of the invoice date.
  • Maintain a stable internet connection.
  • Use the software in accordance with its documentation and training sessions.
  • Report issues promptly with clear descriptions and logs.
  • Ensure the reasonable availability of customer representatives when resolving service-related incidents or requests.
  • Maintain the integrity and authenticity of the information entered into the system. Any reports generated by the system and distributed externally are entirely the customer's responsibility.

6. Support and Issue Resolution

  • Support Hours: Support is available Sunday through Thursday, from 9:00 AM to 7:00 PM (Egypt Time, GMT+2).
  • Support Methods:
Issue Classification and Resolution Time
Priority Level Description Response Time Resolution Time
Critical Service is completely unavailable or not accessible Within 15 minutes Within 1 hour
High Major features are impaired Within 1 hour Within 2 hours
Medium Minor features are impaired Within 4 hours Within 1 business day
Low General inquiries or minor issues Within 1 business day Within 3 business days

7. Maintenance and Updates

  • Scheduled Maintenance: Customers will be notified [e.g., 3 - 7 days] in advance.
  • Emergency Maintenance: The Provider will notify customers as soon as possible.

8. SLA Exclusions

  • Third-party integrations.
  • Free or trial versions of the software.

9. Review and Amendments

  • This SLA is reviewed annually or as needed.
  • Amendments will be communicated to customers at least [e.g., 7 days] in advance.

10. Termination

  • This SLA is valid as long as the customer's subscription is active.
  • Service Suspension: If the customer fails to pay due invoices for the service subscription within 7 days, Almukhtabarat reserves the right to suspend the service.
  • Data Deletion Policy: If the customer fails to pay the subscription invoice and does not request a data backup within 30 days, Almukhtabarat reserves the right to delete the customer's data.
  • Violations of the terms by either party may lead to SLA termination.