Service Level Agreement (SLA)
INVENTO provides the Almajles platform to its customers (the Client) with support during business hours for all priorities, 99.5% availability measured during business hours, and a defined escalation path. Round-the-clock handling of critical incidents is available under the Premium SLA.
1. Scope of service
This SLA covers the Almajles production environment subscribed to by the Client:
- The board, committee and general-assembly modules included in the Client’s subscription.
- Administration screens, user and role management, notifications and reports.
- Additional modules and integrations listed in the Client’s order form or Statement of Work.
New features and changes in scope are handled as change requests and are not covered by this SLA.
2. Service hours
| Service | Hours |
|---|---|
| Platform | 24 hours a day, 7 days a week |
| Technical support (all priorities) | Sunday to Thursday, 08:00–17:00 Riyadh time (UTC+3), excluding official Saudi public holidays |
| Critical incidents (P1) | Business hours, as above. 24×7 handling is available under the Premium SLA. |
“Business hours” and “business days” in this SLA mean the support hours above.
3. Availability
INVENTO targets 99.5% monthly availability of the production platform, measured during business hours.
Availability (%) = (business-hours minutes in the month − unplanned downtime minutes within business hours) ÷ business-hours minutes in the month × 100.
Planned maintenance (section 7) and the exclusions in section 9 are not counted as downtime.
Service credits. If monthly availability falls below 99.5%, the Client receives a credit on the next invoice, as a share of that month’s service fee:
| Monthly availability | Service credit (% of monthly fee) |
|---|---|
| 99.0% to below 99.5% | 3% |
| 98.0% to below 99.0% | 7% |
| Below 98.0% | 10% |
- The Client requests the credit in writing within 30 days of the end of the affected month. INVENTO confirms it against the monthly service report.
- Total credits in any month are capped at 10% of that month’s fee, and are not paid out as cash.
- Service credits are the Client’s sole financial remedy for missing the availability target.
4. Priority levels, response and resolution times
| Priority | Definition | Examples | Response time | Workaround / resolution time |
|---|---|---|---|---|
| P1 Critical | Service unavailable, or a suspected data or security breach | Platform down; users cannot sign in or hold a scheduled meeting | 30 minutes (business hours) | Workaround within 4 business hours; resolution within 8 business hours |
| P2 High | A core function fails and there is no workaround | Voting or approvals blocked; notifications not sent | 2 business hours | 1 business day |
| P3 Medium | A function is impaired but a workaround exists | A report shows wrong totals; a filter does not work | 4 business hours | 3 business days |
| P4 Low | Cosmetic issue, question or minor improvement | Text or layout correction; how-to question | 1 business day | 10 business days or next scheduled release |
| Service request | Routine operational request | Add or disable a user; change page content; extract a report | 1 business day | 3 business days |
- Response time is from ticket logging to acknowledgement by an engineer, with a ticket number and first assessment.
- Resolution time is until service is restored or an accepted workaround is in place. A permanent fix may follow in a later release.
- The Client sets the initial priority. INVENTO may propose a change, and the final priority is agreed between both parties.
- For every P1 incident, INVENTO sends a root-cause report within 5 business days.
5. Support channels
| Channel | Use | Availability |
|---|---|---|
| Email: support@almajles.com | All priorities, service requests and escalations | Logged 24×7, handled in business hours |
| Unified number: 920012387 | All priorities and escalations | Business hours |
Each ticket should include the affected function, steps to reproduce, screenshots, time of occurrence and request number where relevant.
6. Escalation
If a response or resolution time is missed, or the Client is not satisfied with progress, the Client escalates through the same channels: email support@almajles.com with “Escalation” and the ticket number in the subject, or call 920012387 and ask for escalation. INVENTO then raises the ticket internally as follows.
| Level | Handled by (INVENTO) | P1 escalation if not resolved | P2 escalation if not resolved |
|---|---|---|---|
| 1 | Support team | Handles from logging | Handles from logging |
| 2 | Technical lead | After 1 business hour without response, or 4 business hours without workaround | After 1 business day |
| 3 | Management | After 8 business hours | After 2 business days |
- During a P1 incident, INVENTO updates the Client at least every 2 business hours until service is restored.
- The Client names a primary and a backup contact to receive updates and agree on priorities.
7. Maintenance, backup and recovery
- Planned maintenance runs outside business hours, preferably Thursday or Friday night 22:00–04:00 Riyadh time, with at least 5 business days’ notice.
- Emergency maintenance (for example an urgent security patch) is notified as early as possible, with the reason and expected duration.
- Backups of the database and documents run daily and are kept for 30 days.
- Recovery targets: recovery point objective (RPO) 24 hours; recovery time objective (RTO) 8 business hours.
- All production data, including backups, is hosted in data centres located in the Kingdom of Saudi Arabia and is not transferred outside the Kingdom. Personal data is processed in line with the Saudi Personal Data Protection Law (PDPL). Every verification and approval action is recorded in an audit trail.
8. Reporting and service review
- Monthly service report: availability achieved, tickets by priority, response and resolution compliance, open issues and planned maintenance.
- Quarterly service review between both parties to discuss performance, recurring issues and improvement actions.
9. Client responsibilities and exclusions
The Client will:
- Name authorised contacts for logging tickets and approving changes.
- Provide accurate data and the information needed to reproduce issues.
- Give timely access and feedback for testing and verifying fixes. Time spent waiting for the Client pauses the SLA clock.
The SLA does not cover downtime or issues caused by:
- The Client’s own network, devices or users, or use outside the agreed purpose.
- Third-party services outside INVENTO’s control, such as SMS gateways, national identity services or external registry systems.
- Changes made by anyone other than INVENTO or its authorised staff.
- Force majeure events.
10. Term and review
This SLA takes effect with the service agreement, stays in force for its term, and is reviewed every 12 months or when the scope changes. Any amendment must be agreed in writing by both parties.