General Service Level Agreement (SLA)

Welcome to CompuSOFT Support Services. This public Service Level Agreement (SLA) outlines the terms, conditions, and service levels we provide to our valued customers. Our goal is to deliver exceptional technical support while ensuring the highest standards of professionalism, efficiency, and data protection.

1. Purpose

This SLA serves to:

The services provided by CompuSOFT.
Establish clear expectations regarding response and resolution times.
Outline escalation procedures in case of service delays.
Ensure compliance with data protection laws and maintain confidentiality.

NOTE: We provide dedicated technical support services beyond standard partner or solution provider roles, ensuring prompt assistance and issue resolution for our customers. In cases where resolving an issue requires engagement with the main solution provider or partner, the response time during their intervention falls outside our SLA commitments.

2. Scope of Services

CompuSOFT provides comprehensive technical support for its products and services, including:

Assistance with troubleshooting and resolving issues.
Guidance on product usage, installation, and configuration.
Provide support for raising ticket to parent companies for Bug fixes, patches, and updates for supported software versions.

3. Support Availability

Support services are available during the following hours:

Business Hours: Sunday to Thursday, 9:00 AM to 5:00 PM (local time).
Exclusions: Support is unavailable on weekends and public holidays.
Emergency Support: Emergency support is available for critical issues outside business hours, subject to additional charges.

4. How to Access Support

You can reach our support team through the following methods:

Email: Send an email to support@compusoftme.com. A ticket will automatically be created and tracked.
Website: Visit www.compusoftme.com, navigate to the "Contact Us" section, and click the "Need Support" icon at the bottom left.
Ticket Portal: Access support.compusoftme.com to submit and track tickets or view ticket history.

5. Ticket Lifecycle

Submission: Tickets can be submitted via email, website, or the portal.
Acknowledgment: You will receive an automated acknowledgment email with your ticket ID.
Resolution: Once the ticket is resolved, you will be notified via email.
Feedback: Upon resolution, you will automatically receive a feedback form to rate your experience.
Reopening: If the issue persists, you can reopen the ticket by replying to the resolution email within 24 hours. Tickets not reopened within 24 hours will be marked as closed.

6. What to Include in a Ticket

To ensure prompt and efficient service, include the following in your ticket:

A clear and detailed description of the issue.
Relevant screenshots, error messages, or logs.
Contact information for follow-up.

7. Ticket Prioritization and Response Times

Priority	Definition	Response Time	Resolution Time
Urgent (P1)	Critical issues that cause a complete halt to business operations with no viable workaround. These incidents require immediate attention as they pose a significant risk to business continuity, such as a complete system outage, critical security breach, or major data loss affecting the entire organization.	1 hour	4 hours
High (P2)	Major issues that significantly disrupt operations but do not entirely stop business processes. Examples include partial system outages, severe degradation of performance, or critical functionalities not working as expected, impacting a department or a large number of users.	4 hours	8 hours
Medium (P3)	Moderate issues that affect non-critical functions or a subset of users. These issues cause inconvenience but have manageable workarounds and do not severely impact overall operations. Examples include minor bugs, interface issues, or performance concerns limited to specific features.	8 hours	12 hours
Low (P4)	Minor issues, feature requests, or general inquiries with no immediate impact on business operations. These include cosmetic issues, user questions, or suggestions for improvements that can be resolved on a best-effort basis.	12 hours	2 business days

Note: Priority levels are assigned based on the severity and impact of the issue. The classification will be set by the support team.

8. Escalation Matrix

If SLA targets are not met, the following escalation steps are taken:

First Response Delays: Escalated immediately to the Department Manager.
Resolution Delays:
- Level 1 Escalation: Assigned to the department supervisor.
- Level 2 Escalation: Escalated to senior management after one business day.
Final Escalation: Critical unresolved cases are escalated to the executive leadership team.

9. Data Protection and Confidentiality

Data Usage:
CompuSOFT collects, processes, and stores customer data solely for the purpose of providing technical support.
Data Security:
- All customer data is encrypted during storage and transmission.
- Access to data is strictly limited to authorized personnel.
Confidentiality:
- Customer information will not be shared with third parties without explicit consent, except where required by law.
- All support interactions are logged and monitored for quality assurance while adhering to data privacy laws.
Compliance:
CompuSOFT complies with global data protection regulations.
Retention Policy:
Support data is retained for a period of one year unless requested otherwise by the customer.

10. Uptime and Service Targets

CompuSOFT is committed to maintaining a 99.5% uptime for all core services. Downtime excludes:

Scheduled maintenance (advance notice will be provided).
Force majeure events beyond our control (e.g., natural disasters, third-party failures).

11. Reporting and Feedback

Resolution Notification: Upon ticket resolution, customers will receive an email with the resolution details.
Feedback: Customers are encouraged to provide feedback via the automatic feedback form sent upon resolution.
Ticket Reopening: Tickets can be reopened within 24 hours by replying to the resolution email.

12. Limitation of Liability

CompuSOFT’s liability for service delays or failures is limited to the remedies explicitly outlined in this SLA. Under no circumstances shall CompuSOFT be held liable for:

Indirect, consequential, or incidental damages.
Delays caused by customer-provided misinformation or unavailability.

13. Governing Law and Disputes

This SLA is governed by the laws of the Kingdom of Saudi Arabia. Any disputes arising from this SLA shall be resolved through negotiation.

14. Modifications and Termination

This SLA may be modified by CompuSOFT without prior notice.

CompuSOFT is committed to providing exceptional support and continuously improving our services. This SLA is designed to ensure transparency, accountability, and customer satisfaction. For any questions or concerns, please reach out to us via our support channels.