Legal Document
Service Level Agreement
Qanawat.ai — Defining our commitment to your success
In case of any incident, the following Incident Matrix and Resolution Times will be followed by Qanawat.ai and its support team.
1
Customer Service Incidents Matrix
| Incident / Impact | Response Window | Response | Resolution | Contact |
|---|---|---|---|---|
| Opening a New Account / Workspace | Sun – Thu 9:00 AM – 9:00 PM (Kuwait Time) |
1 – 2 hours | 48 hours | support@qanawat.ai |
| Add / Update Workflow | Sun – Thu 9:00 AM – 5:00 PM (Kuwait Time) |
2 – 4 hours | 24 hours | support@qanawat.ai |
| Broadcasting Campaign | Sun – Thu 9:00 AM – 5:00 PM (Kuwait Time) |
1 – 2 hours | 48 hours | support@qanawat.ai |
| Template Setup | Sun – Thu 9:00 AM – 5:00 PM (Kuwait Time) |
2 – 4 hours | 24 hours | support@qanawat.ai |
| New Staff Training | Sun – Thu 9:00 AM – 5:00 PM (Kuwait Time) |
2 – 4 hours | To be Agreed | support@qanawat.ai |
| General Queries | Sun – Thu 9:00 AM – 5:00 PM (Kuwait Time) |
1 – 2 hours | 2 – 4 hours | support@qanawat.ai |
* The above incidents/requests may be subject to additional charges or covered under your customer service agreement.
2
Technical Incidents Matrix
| Incident / Impact | Response Window | Response | Resolution | Contact |
|---|---|---|---|---|
|
CRITICAL
Disaster — System Down
|
24 / 7 / 365 | 5 minutes | Up to provider | support@qanawat.ai +965 2228 5885 |
| Third-Party Integration | Sun – Thu 9:00 AM – 5:00 PM (Kuwait Time) |
2 – 4 hours | 24 hours | support@qanawat.ai |
| Data Migration | Sun – Thu 9:00 AM – 5:00 PM (Kuwait Time) |
2 – 4 hours | 48 hours | support@qanawat.ai |
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