Service Level Agreement (SLA)

1. Introduction

This document expresses the Service Level Agreement (SLA) between Masar Tech Information Technology Company (“Provider”) and its customers (“Customer”). The agreement aims to clarify the obligations of both parties to ensure the provision of high-quality technical services that meet the needs and expectations of customers on an ongoing and effective basis.

2. Definitions

  • Service: Includes all software solutions, development, maintenance, and support provided by the provider.
  • Response Time: The time required to respond to the customer's request after receiving the report.
  • Resolution Time: The time required to fix the problem or provide the appropriate solution.
  • Working Hours: Sunday to Thursday from 9:00 AM to 5:00 PM (KSA time).
  • Priority: The degree of importance of the problem (critical, high, medium, low).

3. Scope of Services

The scope of technical support for the service provider includes the following:

  • Receiving reports of technical problems through approved communication channels (only the ticket system).
  • Diagnosing technical problems and providing the necessary solutions within the specified timeframes.
  • Providing technical guidance and instructions to maintain the continuity of the service.
  • Providing the necessary expertise to suggest improvements or preventive measures to avoid future problems.

4. Service Levels

The issues reported by the customer are classified according to the degree of their impact on the work environment, as follows:

5. Official working hours and communication channels

Priority level Definition Response time Resolution time
Critical
Affects the customer’s core operations completely. Examples: complete system downtime, database access failure, or service interruption for end users.
1 hour
4 hours
High
Significantly impacts operations but does not stop them completely. Examples: significant system slowdown, problems with core features but does not prevent work.
2 hours
1 workday
Medium
Issues that affect some functions without a significant impact on the business. Examples: reporting errors, design issues, or user interface errors.
1 workday
2 workdays
Low
Improvements or inquiries that do not affect workflow. Examples: design improvement requests, inquiries about features or system settings, or requests for new features.
1 workday
5 workdays (Note that the time required for implementation may change based on the complexity of the requirement if new features or improvements are added).
  • Official working hours for technical support: Sunday to Thursday, from 9:00 am to 5:00 pm (KSA time), except for official holidays and vacations.
  • Approved communication channels:
    1. Ticketing system: https://masar.net.sa/submit-ticket
    2. Email: contact@masar.net.sa
    3. Mobile: +966 57 022 9217

Outside of official working hours, the support team is available with limited capacity or through special arrangements agreed upon in advance. In critical or high-priority cases only, communication can be made via the dedicated mobile number or email.

6. Provider Obligations

  1. Providing technical support available during business hours.
  2. Commitment to solving problems within specified times based on priority.
  3. Allocating qualified technical resources to diagnose problems and provide appropriate solutions.
  4. Providing periodic updates to the customer on the status of the problem.

7. Customer Obligations

  1. Provide accurate and up-to-date information when reporting problems (description of the problem, timing, screenshots if necessary).
  2. Cooperate with the technical support team to ensure that problems are resolved quickly.
  3. Pay due invoices on time.
  4. Respect the agreed usage limits for the service.

8. Exceptions

The Provider shall not be liable for any delay or interruption due to:

  1. Force majeure (natural disasters, political crises, etc.).
  2. Problems from external service providers such as hosting or domain.
  3. Problems with the Customer’s infrastructure.
  4. Failure of the Customer to comply with the obligations specified in this Agreement.

However, the Provider is committed to working to provide alternative solutions in the best possible way to solve these problems in cooperation with the Customer.

9. Duration of the Agreement

This Agreement shall be valid based on the contract concluded between the Provider and the Customer.