Service Level Agreement (SLA)

Welcome, valued clients. At TechStation, we pride ourselves on delivering the highest quality and technical support. This document represents our Service Level Agreement (SLA) for providing technical support for system faults, ensuring a prompt and effective response to any issues so that you can focus on your work without worry.

1. Scope of Service

This agreement covers technical support and response for system faults that affect performance and usage. Please note that it does not include requests related to customization, development, or any improvements not directly associated with system faults.

2. Definition of Fault Levels

• Critical Issues: Faults that impact the system’s core operations and halt all activities, such as complete service outages or failure of essential functions.
• High Priority Issues: Faults that affect a large portion of functions or cause severe slowdowns without completely stopping operations.
• Medium Priority Issues: Faults that impact non-essential functions or occur in a non-critical environment, requiring prompt intervention to maintain system stability.
• Low Priority Issues: Minor faults that do not directly affect the system’s core usage and can be resolved at a later time with minimal impact.

3. Response Times

• Critical Issues: We will respond within 1 hour of receiving the report.
• High Priority Issues: We will respond within 2 hours of receiving the report.
• Medium Priority Issues: We will respond within 4 hours of receiving the report.
• Low Priority Issues: We will respond within 8 hours of receiving the report.

4. Expected Resolution Times

• Critical Issues: We will work to resolve the fault within 24 hours of report registration.
• High Priority Issues: We will work to resolve the fault within 48 hours.
• Medium Priority Issues: We will aim to resolve the fault within a mutually agreed timeframe (typically no more than 5 business days).
• Low Priority Issues: We will agree on a resolution schedule (typically no more than 7 business days).

5. Communication Channels

• Support Email: support@techstation.eg
• Emergency Contact Number: 01016001212
• Ticketing System: Control Panel
• WhatsApp: Message us on WhatsApp

Our dedicated technical support team is available through the above channels to ensure a prompt and effective response to any queries or issues.

6. Escalation Procedures

1. Level One: Direct notification from our support team to review the report.
2. Level Two: Notification to the Technical Manager to allocate necessary resources.
3. Level Three: Intervention by senior management to expedite resolution and prevent further impact.

7. Client Obligations

• Provide accurate and complete information about the fault (such as screenshots, system logs, and steps to reproduce the issue, if available).
• Cooperate with our support team to identify the issue's cause and provide a testing environment upon request.

8. Exclusions

• Faults resulting from issues outside the scope of our technical support (e.g., external network problems or ISP outages).
• Faults caused by third-party interventions outside our responsibility.

Note: At TechStation, we are committed to providing the highest standard of technical support in accordance with the above criteria, ensuring your system runs efficiently without any issues.