SLAs & Support Hours

SLA (Service Level Agreement) defines:

  • Expected response time
  • Expected resolution time
  • Service availability window

Support Availability

Reference

Support Hours: Sunday–Thursday

Time: 9:00 AM – 6:00 PM (KSA Time)

Emergency Escalation: Critical compliance failures

Escalation Model

Certain issues may require:

  • ZATCA-related coordination
  • Partner technical involvement
  • Integration provider support
Notice

In such cases, timelines may vary.

Related Topics