Service Level Agreement (SLA)
1- Preamble and Scope of Application
This document constitutes the approved legal and operational framework for the contractual relationship between Obusiness for Business Solutions and Information Technology (Commercial Registration No. 1010804051, headquartered in Riyadh, Kingdom of Saudi Arabia) and its Clients/Users. The mere commencement of using the accounting solutions or cloud systems constitutes a full acknowledgment of acceptance of these clauses as an integral part of the main service contract. Both parties confirm their full legal capacity to abide by the provisions herein.
2- Quality Obligations and Professional Competence
Obusiness for Business Solutions and Information Technology undertakes to dedicate all its technical and professional capabilities to providing high-level accounting and technical services, with a commitment to the following:
- Continuous Development: Periodically updating systems to keep pace with the best technical practices.
- Access Flexibility: Providing accessible user interfaces that ensure the Client accesses their services as quickly as possible.
- Client Responsibility: Adherence to timelines and quality of outputs depends on the accuracy of the data provided by the Client and the speed of their response to requests for clarification; delay periods resulting from a lack of Client data shall not be calculated within the execution duration.
3- Performance Indicators and Technical Support
- Operational Availability: The Company is committed to ensuring system readiness with an uptime continuity rate of up to 99.5%.
- Scope of Support: Support and warranty are limited to the features and services described in the Subscription Plan details chosen by the Client and what is stated in the invoice issued to them. This does not extend to developing exclusive features not included in the package unless via a separate written agreement.
- Support Center: The Company provides continuous technical support around the clock (24/7) via approved communication channels to handle emergency reports according to a professional escalation mechanism.
4- Technical Support Matrix and Response Times
The priority matrix defines the response time and resolution time based on priority. The following are the definitions of the different priorities:
| Priority | Name | Description | Response Time | Problem Resolution |
|---|---|---|---|---|
| Priority 1 | High |
| 1 Hour | 12 Hours |
| Priority 2 | Medium | The Client's core business is not affected, but the problem affects operational efficiency for one or more persons, and a workaround is available. | 1 Hour | 48 Hours |
| Priority 3 | Low | The problem has a narrow impact, solutions or alternatives are available, and it does not affect operational efficiency. | 2 Hours | 3 to 5 Business Days |
5- System Integration and Technical Linkage
Obusiness for Business Solutions and Information Technology guarantees the stability of its cloud systems and the efficiency of their performance. In the event that linkage with Third-Party Service Providers is required, Obusiness for Business Solutions and Information Technology commits to the following:
- Acting as the technical consultant and the primary responsible party before the Client for addressing any defect resulting from these parties.
- Providing immediate alternative solutions in the event of an interruption in the services of external providers to ensure the Client's business does not stop. The Company does not bear direct legal liability for major interruptions resulting from the failure of global servers or international internet infrastructure.
- Diligent follow-up with external parties until the service is fully restored.
6- Maintenance and Update Policy
Obusiness for Business Solutions and Information Technology classifies maintenance operations into two main categories (Scheduled Periodic Maintenance) and (Emergency Maintenance) to ensure addressing all technical aspects and problems that users of the systems and services may face.
1. Scheduled Periodic Maintenance:
Aims to improve performance and add new features. The Client is notified of this in advance, taking into account that it is carried out during low-peak times.
- Service Impact: The Second Party acknowledges that periodic maintenance operations may temporarily affect the quality of provided services for limited moments, including the possibility of temporary technical interruptions required by the nature of the update.
2. Emergency Maintenance:
The Company has the right to intervene immediately to address any security vulnerabilities or critical faults. Alerts are sent via email or system notifications immediately upon starting the remediation.
- Scope of Work: Emergency maintenance includes all immediate measures and efforts exerted by the technical support team at Obusiness for Business Solutions and Information Technology to address emergency faults in communication networks or infrastructure, which may lead to service interruption and require urgent technical intervention.
- Notification: Obusiness for Business Solutions and Information Technology is committed to notifying users of its systems and services of the time and nature of these operations as soon as possible, in accordance with field circumstances and technical necessity. (It is preferable to post an announcement on the site in case of emergency maintenance or an electronic message via email).
Fault Reporting and Response:
Clients are obligated to report immediately any technical problems or faults related to the cloud systems belonging to Obusiness for Business Solutions and Information Technology as soon as they occur. Obusiness for Business Solutions and Information Technology undertakes to address the reports, exerting maximum efforts and professional practices to ensure urgent resolution and avoid any interruption or impact on the workflow of Clients.
7- Warranty Exclusions
The Company's liability for low service levels or failure to adhere to response times is excluded in the following cases:
- Maintenance periods and updates announced in advance.
- External Factors: Force majeure events, public internet network failures, or problems with global data centers outside the Company's control.
- Client Negligence: Faults resulting from misuse of systems, or faults resulting from the Client's devices and their private technical environment.
- Legal Violations: Cases of service suspension due to violation of usage policies or sovereign laws.
8- Security, Privacy, and Data Protection
Confidentiality and Encryption: Obusiness for Business Solutions and Information Technology undertakes to guarantee the confidentiality and privacy of all Second Party data and to maintain the security and protection of all Second Party files. This is achieved by applying advanced protection and security protocols and providing the highest standards of technical encryption to repel and prevent any unauthorized access attempts.
Compliance with Security Policies: The Service Level Agreement (SLA) is fully subject to all security policies and protection procedures approved in the systems and solutions of Obusiness for Business Solutions and Information Technology.