Service level agreement

This agreement sets out the level of service that [the company's legal name] aims for in providing the Sahl service, and what each party does when something goes wrong. It is part of the terms and conditions and is read together with them. Anything not covered here is governed by the terms.

1. Scope

This agreement applies to the customer's site on Sahl during the subscription, including the web interface and the phone app. It does not apply to outside services that the customer connects with its own account.

2. Definitions

The following words have the meanings given here:

• Site: the customer's own site on Sahl and its database.
• Availability: the site can be reached over the internet to sign in and use its main features.
• Scheduled maintenance: planned work on the service that Sahl announces at least 48 hours before it starts.
• Working hours: 9:00 to 17:00 Riyadh time, Sunday to Thursday, except official holidays in Saudi Arabia.
• Working day: a day on which there are working hours.
• Incident: a fault in the service that stops it from being used as intended or breaks part of it.
• Report: a message the customer sends to Sahl through the support channels in section 6, describing an incident or asking a question.

3. Monthly availability target

Sahl aims for the site's availability to be at least 99.5% in each calendar month.

Availability is calculated as follows:

1. Take the total minutes in the month, and subtract the excluded minutes listed in section 4.
2. Count the minutes of unavailability, which are the minutes in which the customer's users cannot sign in or open the main pages because of a fault in the service.
3. The availability percentage is the minutes left after the exclusions, minus the minutes of unavailability, divided by the minutes left after the exclusions.

The calculation relies on Sahl's records of the service's operation and on the customer's reports. As an illustration, a target of 99.5% in a 30-day month means no more than about 3 hours and 36 minutes of unavailability.

4. What does not count as unavailability

Unavailability caused by any of the following is not counted:

1. Scheduled maintenance announced under section 5.
2. The customer's own network, internet connection, devices or its users' phones.
3. Outside services that the customer connects with its own account, such as a text message provider, an AI service or an accounting system.
4. Force majeure, meaning events beyond Sahl's reasonable control.
5. The site being read only or suspended for non-payment, under the terms.
6. Suspension of the site for misuse or for breaching the acceptable use policy.

5. Scheduled maintenance

• Sahl announces scheduled maintenance at least 48 hours before it starts.
• Maintenance is done outside working hours where possible.
• The announcement is sent to the contacts the customer names.

6. Support channels and hours

• Sahl gives support by email at [the email address] and by WhatsApp at [the phone number].
• Support hours are the working hours defined in section 2.
• For a report that arrives outside working hours, the response target is counted from the start of the next working hours.
• The customer can also reach Sahl through the contact page.

7. Incident levels and response targets

Each report is placed in one of the following levels, and each level has a target for the first reply:

These targets are for the first reply to a report. They are not a commitment to fix the fault within the same time. The target is counted from the time the report arrives through the support channels, within working hours.

8. Updates and backups

• Sahl updates the service from time to time to add features, fix faults or improve security.
• A backup is taken before every update.
• If an update requires the service to stop, it is treated as scheduled maintenance.
• The hosting platform takes an automated backup every day, kept off the main server and in Saudi Arabia.
• The limits of Sahl's liability for lost data are set out in the terms and conditions.

9. When the target is missed

1. Sahl does not give discounts, service credits or refunds because the availability target or the response targets were missed.
2. If availability is under the target for three months in a row, the customer may end the subscription at once, without waiting for the end of the paid period.
3. In that case, Sahl gives the customer a statement of the cause of the low availability and of what it did about it.
4. Any refund of an amount paid stays at Sahl's sole discretion, as set out in the terms and conditions, and does not become an obligation in other cases.

10. The customer's part

So that Sahl can give support properly, the customer agrees to:

1. Name at least one contact to receive announcements and to be reached during incidents, and keep the contact's details up to date.
2. Send reports through the support channels listed in section 6.
3. Give enough detail in each report, including what happened, when, which users were affected, the page concerned, the steps to reproduce the fault, and a screenshot where possible.
4. Work with Sahl's staff to find the cause of a fault, and allow them to open the site when needed to give the support asked for.
5. Look after its own network, devices and its users' accounts.

11. Review of this agreement

• Sahl may change this agreement, as part of the terms and conditions.
• Sahl gives notice of a change by email at least 30 days before it takes effect.
• Continuing to use the service after that date means the customer accepts the change. A customer who does not accept the change may cancel its subscription.
• The Arabic text of this agreement prevails over the English text if they differ.

For any question about this agreement, contact us at [the email address] or [the phone number].

This English text is a translation. The Arabic text prevails. العربية