1- Introduction

This agreement aims to establish standards for technical support delivery, ensuring prompt response and resolution of technical issues to maintain high operational efficiency.

2- Complaint Classification and Resolution Dates

Requests for support are handled based on priority and impact on workflow:

Priority Level Status Description Response Time Final Solution Time
Critical (P1) Complete System or Network outage affecting all staff. 30 minutes 4 hours
High (P2) Issue affecting a full department or impeding a core task. 1 hour 8 working hours
Medium (P3) Individual device or specific program issue (Partial operation continues). 4 hours 24 working hours
Low (P4) General requests, inquiries, or non-urgent update requests. 8 hours 3 working days

3- Hours of Work and Support

  • Standard Support: From Sunday to Thursday, from 08:00 AM to 04:00 PM.
  • Emergency Support: Available for P1 incidents 24/7 via the emergency hotline.

4- Responsibilities of the Parties

A- Responsibilities of the Information Technology Department:

  • Receiving reports through approved channels (e-Task System, Email, Phone).
  • Providing periodic maintenance for devices and systems to prevent malfunctions.
  • Notify users of any scheduled maintenance at least 24 hours prior to the scheduled time.

b- User Responsibilities (Beneficiary):

  • Provide an accurate description of the problem and attach screenshots if any errors are found.
  • Do not attempt to access or download unauthorized devices or software.
  • Maintaining password secrecy and not sharing it with the support team (support never requests the password).

5- Exceptions (Out of Service)

The deadline for resolution does not apply in the following cases:

  • Failures caused by third-party service providers (such as internet outages from the operating company).
  • Natural disasters or force majeure.
  • Neglecting the intentional misuse or physical abuse of equipment.
  • Orders that require the purchase of spare parts not available in the inventory (subject to lead time).