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Service Level Agreement

Service Level Agreement (SLA)

This agreement aims to define the service level provided by the platform to its clients and consultants, particularly regarding the handling of technical support requests and the management of consultation requests, ensuring clarity of expectations and commitments for all parties.

General Information

This agreement covers: - Providing technical support to clients and consultants. - Managing and processing consultation requests and assigning them to consultants.

Ensure 99% monthly uptime, excluding scheduled maintenance. Provide multiple communication channels for issue reporting. Monitor performance and respond to any incidents as quickly as possible.

- Force majeure events. - Internet connectivity issues on the client’s or consultant’s side. - Misuse of the platform or violation of terms of use.

This agreement is reviewed every 6 months to ensure it meets client and consultant needs and reflects any technical or regulatory updates.

Technical Support Requests

- Platform dashboard. - Live chat: available within the platform. - Help center: a knowledge base available 24/7.

- Human support: Sunday to Thursday, 9:00 AM – 6:00 PM (Saudi time). - Automated support (chatbot): available 24/7.

- Critical (P1): Complete platform outage or payment failure. Response Time: Within 1 hour. Resolution Time: Within 4 hours. - High (P2): Issues with sending or receiving requests. Response Time: Within 4 hours. Resolution Time: Within 1 business day. - Medium (P3): User interface issues or performance slowness. Response Time: Within 1 business day. Resolution Time: Within 3 business days. - Low (P4): Enhancement requests or general inquiries. Response Time: Within 2 business days. Resolution Time: According to the development roadmap.

Consultation Request Handling

- Direct assignment: The client selects a specific consultant, who is immediately notified to receive the request. - Pick-up system: The request is displayed on the available requests board, and any qualified consultant can pick it up.

Notifications are sent immediately upon request creation via email and mobile app (if available).

- In the case of direct assignment, the consultant must accept or decline the request within 4 working hours of receiving the notification. - If there is no response, the request is returned to the pick-up system or reassigned to another consultant.

After accepting the request, the consultant must contact the client within 24 working hours to start the consultation or set an appointment.