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Service Level Agreement (SLA)

This Service Level Agreement (SLA) defines the level of service provided by 4Rounds to its customers and partners, including platform availability, technical support, support request handling, and response to inquiries and incidents, ensuring clear service levels and responsibilities for all parties.

Introduction
Review and Update This Agreement shall be reviewed periodically, and at least every six months, to ensure alignment with customer needs, technological updates, and relevant legal and regulatory requirements.

Technical Support Requests
Support Channels Platform Dashboard: Available to users to manage their accounts and monitor their services and data through the platform.

Working Hours Technical Support: Available Sunday to Thursday, from 9:00 AM to 6:00 PM Saudi Arabia time.

Response and Resolution Times • Critical (P1) – Full platform outage or payment processing failure: Response within 1 hour, resolution within 4 hours. • High (P2) – Failure in sending or receiving requests: Response within 4 hours, resolution within 1 business day. • Medium (P3) – Interface issues or slow performance: Response within 1 business day, resolution within 3 business days. • Low (P4) – Improvement requests or general inquiries: Response within 2 business days, resolution as per the development plan.

Handling requests for assessment results review and discussion sessions
Notification Time Notifications are sent immediately upon request creation via email and mobile app (if available).

Service Initiation Time After the request is accepted, the customer will be contacted within 24 business hours to confirm the request and schedule an assessment results review and discussion session.