SLA Overview
Clear expectations,
defined commitments
Our service level framework defines severity classifications, response targets, escalation paths, and support tiers. This overview provides general guidance — final SLA terms are defined in each engagement's contract or Statement of Work.
Support Tiers
Our support model provides tiered coverage to match the nature and urgency of each request.
Service Desk
First point of contact. Initial triage, ticket creation, known-issue resolution, and routing to appropriate technical teams.
Technical Support
In-depth troubleshooting, configuration changes, performance analysis, and vendor coordination for complex issues.
Engineering
Root cause analysis, code-level fixes, infrastructure changes, architecture review, and permanent resolution implementation.
Severity Definitions & Response Targets
Each incident is classified by severity to determine priority, response expectations, and escalation triggers.
| Severity | Definition | Response Target | Resolution Target |
|---|---|---|---|
| P1 — Critical | Complete service outage, data loss risk, or security breach affecting production systems. Business operations halted. | < 30 minutes | < 4 hours |
| P2 — High | Major feature or service degraded with significant business impact. Workaround not available or impractical. | < 1 hour | < 8 hours |
| P3 — Medium | Partial service degradation with moderate impact. Workaround available but not ideal for sustained use. | < 4 hours | < 24 hours |
| P4 — Low | Minor issue, cosmetic defect, or general inquiry. No immediate business impact. | < 8 hours | < 5 business days |
P1 — Critical
Complete service outage, data loss risk, or security breach affecting production systems. Business operations halted.
Response
< 30 minutes
Resolution
< 4 hours
P2 — High
Major feature or service degraded with significant business impact. Workaround not available or impractical.
Response
< 1 hour
Resolution
< 8 hours
P3 — Medium
Partial service degradation with moderate impact. Workaround available but not ideal for sustained use.
Response
< 4 hours
Resolution
< 24 hours
P4 — Low
Minor issue, cosmetic defect, or general inquiry. No immediate business impact.
Response
< 8 hours
Resolution
< 5 business days
Escalation Path
Structured escalation ensures the right expertise is engaged at the right time.
L1 — Service Desk: Initial triage, known-issue resolution, ticket routing
L2 — Technical Support: In-depth troubleshooting, configuration changes, vendor coordination
L3 — Engineering: Root cause analysis, code fixes, infrastructure changes, architecture review
Management Escalation: Engagement manager notified for P1/P2 incidents or SLA breaches
Executive Escalation: Senior leadership involvement for critical or prolonged incidents
Coverage Hours
Standard Coverage
Sunday – Thursday: 9:00 AM – 6:00 PM (Cairo Time / GMT+2).
All severity levels supported during business hours.
Emergency Coverage
24/7 on-call available for P1 (Critical) incidents under managed service agreements.
Emergency coverage terms defined in contract.
Disclaimer: This page provides a general overview of our service level framework. Final SLA terms, targets, and coverage are defined in the contract or Statement of Work (SOW) specific to each engagement. The targets shown here are illustrative and subject to negotiation based on service scope and requirements.
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