Service Level Agreement (SLA) for the Packages
What is SLA?
A framework that outlines the service levels (SLA) in Wathq, aiming to:
Strengthen transparency and foster client trust.
Define clear response and resolution timelines across packages.
Enhance the overall client experience by ensuring consistent, high-quality service delivery.
Packages Covered under the Service Level Agreement (SLA):
Enterprise
Prepaid
SME’s Package
Basic
Service Requests:
Description | Priority | Definition | Sub-Category | Category |
Complete system downtime | P1 |
| Complete system downtime | System |
Partial impact affecting multiple users | P2 | Critical | ||
Individual issue | P3 |
| ||
General payment issue | P2 | High | Payment issue | Payments |
Partial payment issue | P3 | |||
Individual payment issue | P4 | |||
General subscription issue | P2 |
| Subscription | Applications |
Partial subscription issue | P3 | High | ||
Individual subscription issue | P4 |
| ||
General issue | P3 |
| Update / Cancellation | |
Issue affecting multiple users | P4 | Medium | ||
Individual issue | P5 |
| ||
General issue | P1 | Critical | API failure | Services / API |
Issue affecting multiple users | P2 | |||
Individual issue | P3 | |||
General registration issue | P2 | High | New registration issue | Login |
Partial registration issue | P3 | |||
Individual registration issue | P4 | |||
General issue | P1 | Critical | Login failure | |
Issue affecting multiple users | P2 | |||
Individual issue | P3 | |||
General issue | P2 | High | OTP (One-Time Password) | |
Issue affecting multiple users | P3 | |||
Individual issue | P4 |
Response Time:
Priority | Response | Enterprise Package | Prepaid, Basic, and SME’s |
Packages | |||
Response Time / Resolution Time | |||
P1 | 24/7 | 30 minutes / 4 hours | 150 minutes / 8 hours |
P2 | 120 minutes / 16 hours | 5 hours / 24 hours | |
P3 | During business hours | 4 hours / 16 hours | 8 hours / 32 hours |
P4 | 8 hours / 24 hours | 12 hours / 38 hours | |
P5 | 12 hours / 32 hours | 16 hours / 40 hours | |
P6 | 16 hours / 40 hours | 20 hours / 48 hours | |
Support Channels
Support channels | |
Enterprise Package | Prepaid, Basic, and SME’s |
Packages | |
|
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For support contact support@wathq.sa