1- Introduction to the Agreement

This agreement aims to establish standards for technical support provision, ensuring rapid response and resolution of technical issues to ensure business continuity with high efficiency.

2- Categorization of Incidents and Resolution Timelines

Support requests are handled based on importance level and impact on workflow:

Priority Level Case Description Response Time Final Solution Time
Critical (P1) Complete system or network outage affecting all employees. 30 minutes 4 hours
High (P2) An issue affecting an entire department or impeding a critical task. 1 hour 8 working hours
Medium (P3) An individual device or specific software problem (work continues partially). 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 incidents of Category (P1) only, 24/7 via the emergency phone line.

4- Responsibilities of Both Parties

a- Responsibilities of the Information Technology Department:

  • Receiving complaints through approved channels (Task System, Email, Phone).
  • Providing periodic maintenance for devices and systems to prevent malfunctions.
  • Notifying users of any scheduled maintenance at least 24 hours prior to its commencement.

b- Responsibilities of the User (Beneficiary):

  • Providing an accurate description of the problem and attaching screenshots if available.
  • Do not attempt to open devices or install unauthorized software.
  • Maintain password confidentiality and do not share it with the support team (Support never requests passwords).

5- Exceptions (Out of Service)

The deadlines specified in this agreement do not apply in the following cases:

  • Failures resulting from third-party service providers (such as internet outages by the operating company).
  • Natural disasters or force majeure.
  • User negligence or deliberate misuse of equipment.
  • Requests requiring the purchase of unavailable spare parts (subject to supply time).