Support
Service level agreement
What we commit to for subscribing entities: a clear severity classification, published response targets, and availability, backup and recovery in numbers rather than phrases.
Severity levels
| Level | Definition | First response target | Resolution or workaround target |
|---|---|---|---|
| Critical | The platform is down for all of the entity's users, data is lost, or a security defect is confirmed. | 1 hour, around the clock | 8 hours |
| High | A core function is unusable with no workaround, or a defect affects an approval cycle or a submission date. | 4 working hours | 2 working days |
| Medium | A function is unusable but a workaround exists, or a defect affects a limited group of users. | 1 working day | 5 working days |
| Low | A question, an improvement request, or a cosmetic defect that does not block work. | 2 working days | In a scheduled release |
Availability, backup and recovery
| Item | Commitment |
|---|---|
| Monthly availability of the production environment | 99.5% of each calendar month, outside the announced maintenance window |
| Backup frequency | Nightly, retained for 14 days |
| Recovery point objective | 24 hours |
| Recovery time objective | 8 working hours |
| Scheduled maintenance | Announced five working days in advance, Fridays 22:00 to 02:00 (Riyadh) |
What the agreement covers and what it does not
The agreement covers the entity's production environment and first-line and second-line support. It does not cover outages caused by the entity's own systems, network or identity providers, nor changes requested outside the scope of the contract.
Targets are measured within published working hours, except the critical level, which is handled around the clock. Support.
A question about the commitments
The support team answers questions about the agreement before and after signature.