Service Level Agreement (SLA)

1. Purpose of This SLA

The purpose of this SLA is to:

• Define service expectations and responsibilities
• Establish response and resolution targets
• Improve service transparency and accountability
• Ensure reliable technical support and operational continuity

2. Scope of Services

This SLA may apply to services including:

• Website Maintenance
• Software Support
• ERP & CRM Support
• Mobile Application Support
• Hosting & Server Management
• Cloud Infrastructure Services
• IT Helpdesk Support
• Managed IT Services
• Cybersecurity Monitoring
• Backup & Recovery Services
• API & Integration Support
• Technical Consulting

Specific services covered will be defined in the client agreement, quotation, or support contract.

3. Support Hours

Unless otherwise agreed in writing:

Standard Support Hours

• Sunday to Thursday
• 9:00 AM to 6:00 PM (Kuwait Time)

Emergency Support

Emergency support may be available outside business hours depending on the selected support package or contract.

Public holidays and non-working days may affect support availability.

4. Support Channels

Clients may contact SolveTech through:

• Email Support
• Helpdesk/Ticket System
• Phone Support
• WhatsApp or Business Messaging
• Remote Support Sessions

Official support contact details will be provided during onboarding or agreement signing.

5. Incident Priority Levels

Priority 1 – Critical

Major system outage, complete service disruption, cybersecurity incident, or business-critical failure affecting operations.

Target Response Time:

Within 1–2 hours

Priority 2 – High

Major functionality affected with partial system usability still available.

Target Response Time:

Within 4 business hours

Priority 3 – Medium

Non-critical functionality issue with workaround available.

Target Response Time:

Within 1 business day

Priority 4 – Low

General inquiries, cosmetic issues, enhancement requests, or minor bugs.

Target Response Time:

Within 2–3 business days

6. Resolution Targets

Response times indicate acknowledgment of the issue, not guaranteed resolution time.

Actual resolution time may depend on:

• Issue complexity
• Third-party dependencies
• Client responsiveness
• Infrastructure limitations
• Vendor cooperation
• Cybersecurity risks

SolveTech will make reasonable efforts to resolve issues promptly.

7. Client Responsibilities

Clients agree to:

• Provide accurate issue descriptions
• Share necessary access credentials securely
• Cooperate during troubleshooting
• Maintain licensed software usage
• Ensure timely payment of invoices
• Maintain backups unless backup service is included

Delays caused by missing information or restricted access may impact SLA performance.

8. Scheduled Maintenance

SolveTech may conduct scheduled maintenance for upgrades, security patches, infrastructure improvements, or backups.

Where reasonably possible:

• Advance notice will be provided
• Maintenance will be scheduled during low-traffic periods
• Service interruptions will be minimized

Emergency maintenance may be performed without prior notice if necessary for security or operational stability.

9. Service Availability

Availability targets may vary depending on the selected service package.

Unless otherwise stated in a signed agreement:

• Hosted services are provided on a commercially reasonable availability basis.
• SolveTech does not guarantee uninterrupted or error-free services.

Downtime caused by third-party providers, force majeure events, internet failures, or cyberattacks may not count toward availability calculations.

10. Exclusions

This SLA does not cover:

• Issues caused by unauthorized modifications
• Third-party software failures outside our control
• Client-side hardware or internet problems
• Force majeure events
• Cyberattacks beyond reasonable mitigation capability
• Unsupported systems or outdated software
• Delays caused by lack of client cooperation

11. Backup & Data Responsibility

Unless explicitly included in the agreement:

• Clients remain responsible for maintaining their own backups.
• SolveTech is not liable for data loss caused by accidental deletion, corruption, hacking, hardware failure, or third-party incidents.

Where backup services are included, recovery success cannot be guaranteed in all scenarios.

12. Cybersecurity & Security Incidents

SolveTech applies reasonable security practices and monitoring procedures. However:

• No digital system is completely immune from cyber threats.
• Clients must maintain strong passwords, access controls, and endpoint security.
• Security incidents involving third-party services may require coordination with external vendors.

13. Service Suspension

SolveTech reserves the right to suspend services if:

• Payments remain overdue
• Services are misused
• Unauthorized or illegal activities are detected
• Security risks threaten infrastructure or systems

14. Limitation of Liability

To the maximum extent permitted by applicable law:

• SolveTech shall not be liable for indirect, incidental, or consequential damages.
• Liability for any claim shall not exceed the amount paid for the affected service during the relevant billing period.

15. SLA Modifications

SolveTech reserves the right to update or modify this SLA at any time. Updated versions become effective upon publication or official client notification.

16. Governing Law

This SLA shall be governed by the laws of the State of Kuwait. Any disputes shall be subject to the jurisdiction of the competent courts in Kuwait.

17. Contact Information

For support or SLA-related inquiries, contact:

SolveTech
Kuwait
Email: support@solvetech.com
Phone: +965 XXXXXXXX