Service Level Agreement from Bevatel Company

The Service Level Agreement (SLA) reflects Bevatel's reliability, efficiency, and confidence in the systems, services, and support that Bevate provides to customers.

Agreeing to these terms is a mandatory condition for using any Bevatel services.
This agreement includes the introduction and any annexes or amendments binding on the parties. This agreement aims to detail and clarify the liability between the contracting parties.
Agreeing by the two parties to this agreement is a declaration by them that they have the authority and legal capacity to accept the terms of this agreement as their representatives or agents and bind those who take their place or represent them with this “Agreement.”

The service level agreement includes the following items and policies:-

1- Responsibility and Service Scope
2- The service level agreement metrics
3- The service location
4- Service Level Description

5- Service access & Operation Guarantee
6- Service Activation & Training
7- Maintenance and Resolving Issues
8- Technical Support
9- Protection and Security

(1) Responsibility and Service Scope

All the Advanced Unified Telecommunication Establishment services and products are subject to this Agreement terms and any supplemental terms and conditions outlined in the contract or quotation.

The Advanced Unified Telecommunication Establishment for Communications and Information Technology is responsible for and guarantees the efficiency, quality, accuracy, and availability of its cloud solutions and systems (cloud call center system, CRM customer service management system, Bevatel Business Chat platform). To activate these solutions and systems: you may need external services provided by companies such as STC and Joe Atheeb, which are not under Bevatel management. But Bevatel is the first and last responsible before the second party for any problems or malfunctions that the services provided to the second party are exposed to, whether the issues or malfunctions are from Bevatel or service providers, and in the event of malfunctions from service providers. Bevatel provides the appropriate alternative to ensure the continuation of the service without interruption from the second party.

Bevatel informs service providers of any technical issues occurring related to their services. Bevatel will follow up with them to resolve these problems while guaranteeing that the best endeavors are applied to solve these issues as soon as possible, ensuring that none of the services provided to the second party is interrupted.

The SLA does not apply to the following:-

Features excluded from the Service Level Agreement.

Planned maintenance operations

Errors result from factors beyond the control and control of Bevatel.

Errors resulting from the customer's software or hardware or any third party hardware and software (for example, Internet connections, data centers, communications service providers, and the customer's local networks.)

This agreement does not apply to violations and undesirable conduct that violates any of the terms, conditions, and policies of Bevatel.

The unavailability of the required business personnel, including the failure to provide Bevatel with accurate and up-to-date contact information

Failure or malfunction of third-party equipment, applications, or systems, which are not owned or controlled by Bevatel

Neglect of the customer, its employees, agents, or end users, for example, non-compliance with the Bevatel policies, terms, and conditions of use systems and services.

(2) Service Level Agreement Metrics

بارامتر الخدمة		مقاييس الأداء
توافر الأنظمة والتطبيقات	أنظمة وتطبيقات بيفاتيل	99.5%
الإشعار مسبقًا	متوسط وقت الإشعار / MTTN	30 دقيقة

Systems & Applications Availability: 99.5%

The maximum hours of service interruption: 0

بارامتر الخدمة		مقاييس الأداء
إدارة التغييرات MACD	طلبات النقل، الإضافة، التغيير أو الحذف من فريق المساعدة الفني ببيفاتيل/ متوسط وقت التغيير	5 أيام عمل
إدارة التغييرات – إعادة تعيين رقم مرور	طلب إعادة تعيين رقم سري من فريق المساعدة الفني ببيفاتيل.	8 ساعات

(3) The Service Location

All support and maintenance services are provided by electronic means that suit the company and that you usually use remotely without restriction in a specific form or means unless otherwise agreed with the customer by a separate and express written contract.

(4) Service Level Description

atel systems and solutions serve multiple categories of users. And the scope of services depends on the types of subscription offers purchased. Bevatel also ensures that its systems and solutions provide the services and features mentioned in the subscription contract. The first party (Advanced Unified Telecommunication Establishment for Communications and Information Technology) guarantees that the second party (the customer) gets the services, solutions, and systems written in its financial and technical offers. Bevatel does not ensure that the customer will get services not included in its quotations and to design a customized service for the second party other than what the stated in the technical and financial purposals sent to him unless otherwise agreed in writing. The services provided by the Advanced Unified Telecommunication Establishment for Communications and Information Technology include the follow the following:-

مستوى التصعيد	مدير الحساب	الدعم الفني	الدعم عبر السوشيال
	accmanager@bevatel.com	Support@bevatel.com	social@bevatel.com
التصعيد في حالة تجاوز اتفاقية مستوى الخدمة المتفق عليها لوقت الاستجابة
خلال 30 دقيقة وحتى ساعة

(5) Service Access and operation guarantee

The Advanced Unified Telecommunication Establishment for Communications and Information Technology systems and products mentioned in this agreement work with the Internet connection. Bevatel is the location of the servers and the service providers' policies within the Kingdom of Saudi Arabia and in the Middle East unless otherwise agreed with the second party.

(6) Service Activation & Users Training

The services include installing and activating the system on second-party devices such as computers, laptops, smartphones, and landline telephones connected to the Internet.

The services include comprehensive training for the second party or any employee within the second party establishment on the first party systems and services stated in the agreement.

(7) Maintenance and Resolving Issues

Bevatel categorizes maintenance as (periodic maintenance) and (urgent maintenance) regarding problems encountered by users of Bevatel systems and services.

Regular Maintenance

The regular maintenance carried out by the Bevatel technical team includes improvements and developments of the Bevatel systems and services to improve performance.

Regular maintenance operations may affect the quality of service provided by Bevatel temporarily and immediately, including possible interruptions to services and systems.

Bevatel's technical team will perform regular maintenance from Sunday to Thursday from 12 midnight to 6 am or during national holidays and weekends.

Urgent Maintenance

Urgent maintenance includes the efforts made by the technical support team at Bevatel to correct the conditions of the communication networks, which are likely to cause interruption of services that require immediate actions from Bevatel.

The Advanced Unified Telecommunication Establishment for Communications and Information Technology has the right to carry out urgent maintenance operations at any time it deems necessary maintenance. Bevatel will notify its systems and service users of these operations as soon as possible.

(8) Technical Support

Bevatel ensures that technical support is provided regularly to clients permanently and by the hour by the available means as agreed in the contract with each client.

In case of a malfunction in the service provided by Bevatel to the customers, Bevatel's technical support team resolves the malfunction according to the mechanism agreed upon in the service contract, and no third-party intervention is allowed.

In case of a system malfunction or issue related to the company's cloud systems, or any technical malfunction, the customers are notified immediately after the problems or malfunctions occur. And they are resolved according to the mechanism agreed upon in the service provision contract. Immediately upon their occurrence to avoid disruption of any of the services provided to customers.

(9) Security & Protection

Bevatel (Advanced Unified Telecommunication Establishment for Communications and Information Technology) guarantees the confidentiality and privacy of the second party's data by protecting, securing, and providing the highest levels of encryption to prevent unauthorized access. Bevatel is committed to maintaining and protecting all files exchanged or shared through the systems that bevatel provides to the second party.

This agreement between the two parties applies to the services of the Advanced Unified Telecommunication Establishment for Communications and Information Technology provided to customers (the second party) (Bevatel Cloud Call Center - Customer Relationship Management System - Bevatel Business Chat for all social media channels).

The Service Level Agreement is subject to all security and protection policies and procedures of Bevatel systems, solutions, and services.