SLA Policy
Service Level Agreement
Our commitment to response times, resolution targets, and service quality — backed by contractual guarantees.
< 15 min
P1 Response Time
99.9%
Uptime SLA
24/7/365
NOC Coverage
98%
SLA Compliance Rate
Priority Definitions & Response Targets
All times are from the moment a ticket is logged and acknowledged in our system.
| Priority | Description | First Response | Resolution Target | Coverage |
|---|---|---|---|---|
| P1 — Critical | Production system down / major business impact | < 15 minutes | < 4 hours | 24/7/365 |
| P2 — High | Significant degradation / workaround available | < 1 hour | < 8 hours | 24/7/365 |
| P3 — Medium | Limited impact / majority of users unaffected | < 4 hours | < 2 business days | Business hours |
| P4 — Low | Cosmetic / informational / enhancement request | < 8 hours | < 5 business days | Business hours |
Support Tiers
Choose the support level that matches your organization's needs.
Standard
Included
- P1/P2 24/7 support
- Email & portal ticketing
- Monthly reporting
- 5 named contacts
- Business hours account management
Most Popular
Premium
From AED 4,500/mo
- All Standard features
- Dedicated Support Engineer
- Quarterly Business Reviews
- Proactive health monitoring
- 15 named contacts
- Priority escalation path
Enterprise
Custom
- All Premium features
- Named Technical Account Manager
- Monthly Executive Reviews
- SLA credits & penalties
- Unlimited named contacts
- Custom SLA terms available
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