SERVICE LEVEL AGREEMENT (SLA)

This Service Level Agreement (“SLA”) forms an integral part of the Agreement entered into between IPERA MEA FZ-LLC (“IPERA”) and the Reseller or Customer (“Client”), governing the provision of support, maintenance, and availability services for the Sofware solutions provided by IPERA AI 

1. Scope of Services

IPERA shall provide support and maintenance services for the Software to the Client solely via authorized Resellers, on a customer-by-customer basis, in accordance with this SLA.

2. Included Services

Support:
- Processing reseller-submitted incidents via ticket or email
- Phone/VoIP support for Priority 1 incidents only
- Software error analysis and corrective actions

Maintenance:
- Delivery of patches, fixes, updates, and new releases (installation excluded)
- Security patches based on severity levels
- Release notes, roadmap updates, and maintenance notifications
- Maintenance of internal test environments and documentation

3. Excluded Services

Installation, implementation, on-site work, third-party integrations, misuse, unsupported configurations, cyber incidents, force majeure, and custom development unless agreed separately.

4. Support Levels

L1 – End-Customer IT
L2 – Reseller Support
L3 – IPERA Support

5. Reseller Obligations

Complete, accurate, and reproducible ticket submissions are required.

6. Priority Definitions

P1 – Critical

A production outage or severe malfunction where core Software functionality is unavailable, all or most users are affected, and no reasonable workaround exists, resulting in material business impact.

Examples: complete service outage, system-wide Guest WiFi captive portal failure, platform unavailable/unreachable.

P2 – Normal

A functional issue where the Software remains operational but performance or features are degraded, only a subset of users or functions is affected, and a workaround exists.

Examples: intermittent access issues, partial reporting delays, non-critical feature failures.

P3 – Low

A minor issue with no material business impact, including cosmetic defects, usability questions, or information requests, where core functionality is unaffected.

Examples: UI inconsistencies, documentation questions, enhancement requests.

7. Response Targets

Standard SLA 

Mon–Fri, 09:00AM – 6:00PM UAE / Sun–Thu, 09:00AM – 6:00PM KSA, Oman, Bahrain, Kuwait
P1: 30 min response / 4 hr target resolution
P2: 24 hr response
P3: 72 hr response

Extended SLA:
Only P1 Support: 30 min response, 4 hr resolution target (Monday - Sunday 9:00 AM until 11:00 PM UAE time) 

Priority SLA:
P1: 30 min response, 4 hr resolution target with 24x7 email & phone support (phone support is provided from 9:00 AM until 11:00 PM UAE time) 

8. SLA Packages

8.1 Standard SLA

Includes:

Technical support during SLA hours All software updates, patches, and upgrades 

Map content changes (excluding layout changes)

8.2 Priority SLA

Includes all Standard SLA services, plus:

Guest WiFi content and reporting support (splash pages, campaigns, exports, monthly executive summaries) 

9. Service Availability

99.96% monthly uptime for cloud services, excluding scheduled maintenance and force majeure.

10. Communication

[e-mail]
[phone] for P1 incidents only

11. Legal Disclaimer

SLA targets are objectives, not guarantees. Liability is limited per the Agreement.