Service Level and Support

How to reach support, how fast we aim to respond, and what response times do and do not promise.

How to reach support, how fast we aim to respond, and what response times do and do not promise.

The channels that count

Support is provided through our approved channels only: the ticket system, the approved support email, and the approved support number.

A request sent to a member of our staff in a personal capacity — a personal phone, a personal messaging account, a conversation in a corridor — is not a support request. It is not logged, it does not start a response clock, and it cannot be relied on later.

This is not bureaucracy. A request nobody recorded is a request nobody can be held to, and that cuts against you as much as against us.

Approved channels: info@innovationsrc.com - support@innovationsrc.com - +201011600023

How reports are classified

Reports are classified by their effect on your operation, and each class carries a target response time counted in working days and hours only.

Critical — the system is wholly down, or no user can record transactions. Target response: within two (2) working hours.

High — a core module, a single branch, or the counting unit has stopped. Target response: within four (4) working hours.

Medium — a fault that does not prevent operation and has a workaround. Target response: within one (1) working day.

Low — an enquiry, a configuration request, or short training. Target response: within three (3) working days.

The classification is ours to make on the facts reported. If you disagree with it, say so on the ticket and it will be reviewed.

A response time is not a repair time

The times above are targets for RESPONDING, not commitments to repair within that period.

Responding means a person has taken the report, classified it and told you what happens next. How long a repair takes depends on what the fault is, and no honest support policy can promise a fixed repair time for a fault it has not seen.

Missing a target response time does not by itself give rise to a penalty, compensation or a right to terminate, unless an extended service level has been separately agreed for an additional fee.

This is stated plainly rather than left to be discovered, because a service level that is quietly a best-effort is the kind of document that ends a relationship.

What support does not cover

Support covers fixing defects in the system and answering questions about using it. It does not cover:

custom development, new modules, new reports or new printed documents;

integrations with another system or device;

additional training, training new staff, or repeating training already delivered;

training a counting model on a new product, or retraining or retuning an existing model;

repairing the effects of the customer or a third party altering the system or its data;

faults in the customer's own devices, network, internet or electricity;

faults arising from force majeure or from external services and platforms we do not control.

Each of these is chargeable work carried out under an approved change request and a separate quotation. None of them is refused — they are priced.

Availability target

The target availability of the system is ninety-nine per cent (99%) per month, computed over the whole month.

Excluded from the computation: planned maintenance; faults in the customer's network, devices or internet; faults at external providers and platforms; force majeure; and any period of suspension for non-payment.

It is a target. Not reaching it does not by itself give rise to a penalty or compensation, unless an extended service level has been agreed for an additional fee.

Planned maintenance

We carry out planned maintenance to keep the system secure and current.

We try to place it outside working hours as far as possible, and we give notice where it will be noticeable.

Planned maintenance is not an outage, is not counted against the availability target, and does not give rise to any liability.

Extended service level

Support outside the agreed working days and hours is available as a separate paid service with its own monthly fee.

An extended service level is the only arrangement under which a response time carries a contractual consequence. Without it, everything in this document is a target.

It is agreed in writing, and its terms — hours, channels, response times and the consequence of missing them — are set out in that agreement.

Language and the governing text

These terms were drafted in Arabic. The Arabic text is the authentic and governing version. The English version is provided as a convenience translation, and where the two differ in meaning the Arabic text alone applies.