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Service Level Agreement

This agreement represents the general agreement for obtaining the services and products of the (Modern Global Establishment for Communications and Information Technology), the First Party. This agreement applies to all clients, whether they are institutions, companies, or commercial activities.

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

Agreement to this SLA is a mandatory condition for using any of the Company's services.

This agreement, including its introduction and any appendices or amendments, is binding on the parties. This agreement aims to detail and clarify the responsibility between the contracting parties.

By agreeing to this agreement, both parties acknowledge that they have the legal authority and capacity to accept the terms of this agreement on behalf of themselves, their representatives, or their agents, and that they have the full legal capacity to bind their successors or representatives to this agreement.

The Service Level Agreement includes the following items, policies, and elements:-

1- Scope of Service Level and Responsibility

2- Service Level Agreement Metrics

3- Location of Service Provision

4- Description of Service Level

5- Service Access and Operational Guarantee

6- Service Activation and Training

7- Maintenance and Problem Resolution

8- Technical Support

9- Security and Protection

(1) Scope of Service and Responsibility

• All services and products of the Modern Global Establishment for Communications and Information Technology are subject to the terms of this agreement and any supplementary terms and conditions mentioned in the contract or price offer.

• The Modern Global Establishment for Communications and Information Technology is responsible for and guarantees the efficiency, quality, accuracy, and availability of the cloud solutions and systems it provides (Cloud Call Center system, Customer Relationship Management (CRM) system, Bevatel Business Chat platform). To activate these solutions and systems, some external services provided by companies such as STC and Go Atheeb may be required, which are not under Bevatel's management and are not affiliated with it. However, Bevatel is the first and final party responsible to the Second Party (the Client) for any problems or failures affecting the services provided to the Second Party, whether the problems or failures are from Bevatel or from the service providers. In the event of failures from service providers, Bevatel will provide a suitable alternative to ensure the continuity of service without interruption for the Second Party.

• Bevatel will inform service providers of any technical problems related to their services as soon as they occur, and Bevatel will follow up with them to resolve these problems, while ensuring best efforts are applied to resolve these problems as quickly as possible, ensuring no interruption of any services provided to the Second Party.

The Service Level Agreement does not apply to the following:-

• Features excluded from the SLA.

• Planned maintenance operations.

• Errors resulting from factors beyond Bevatel's control and will.

• Errors resulting from the client's software or hardware, or the hardware and software of any third parties (e.g., internet connections, data centers, telecommunication service providers, and the client's local networks).

• This agreement does not apply to violations and undesirable behaviors that violate any of Bevatel's terms, conditions, and policies.

• Unavailability of the required working staff, including failure to provide Bevatel with accurate and up-to-date contact information.

• Failure or malfunction of equipment, applications, or systems belonging to the Second Party, which Bevatel does not own or control.

• Negligence of the client, their employees, agents, or end-users, for example: failure to comply with the policies, terms, and conditions of use for Bevatel's systems and services.

(2) Service Level Agreement Metrics

Systems and Applications Availability (Bevatel Systems and Applications)

Performance Metric: 99.5%

Proactive Notification (Mean Time To Notify / MTTN)

Performance Metric: 30 minutes

Systems and Applications Availability Rate: 99.5%

Maximum hours of service interruption: 0

Service Level for Administrative Changes

MACD Change Management (Requests for Move, Add, Change, or Delete from the Bevatel technical support team / average time for change)

Performance Metric: 5 business days

Change Management - Password Reset (Request for password reset from the Bevatel technical support team)

Performance Metric: 8 hours

(3) Location of Service Provision

All support and maintenance services are provided by electronic means suitable for the Company and through the electronic means it typically uses, and remotely, without being restricted to a specific form or method, unless otherwise agreed with the client in a separate and explicit written contract.

(4) Description of Service Level

Bevatel's systems and solutions are designed to serve a wide range of users. 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 (Modern Global Establishment for Communications and Information Technology) guarantees that the Second Party (the Client) receives the services, solutions, and systems listed in its financial and technical offers. Bevatel does not guarantee the client will receive a service not listed in its offers, nor does it guarantee the design of a custom service for the Second Party other than what is stated in the technical and financial offers sent to them, unless otherwise agreed in writing.

The services that the Modern Global Establishment for Communications and Information Technology will provide include the following:-

Registration Level:

Technical Support: [email protected]

Account Manager: [email protected]

Social Media Support: [email protected]

Escalation occurs if the agreed-upon customer service level agreement is exceeded, according to priority.

1) Cloud Call Center Service

Response time: Within 30 minutes to 1 hour

Contact number: +966 9200 07031

Support Email: [email protected]

2) Customer Relationship Management (CRM) System

Response time: Within 1 hour to 4 hours

Contact number: +966 9200 07031

Support Email: [email protected]

3) Bevatel Business Chat Platform

Response time: Within 1 hour to 2 hours

Contact number: +966 9200 07031

Support Email: [email protected]

(5) Service Access and Operational Guarantee

The systems and products of the Modern Global Establishment for Communications and Information Technology mentioned in this agreement operate via an internet connection. Bevatel is the location of the servers, and the policies of the service providers for these servers are within the Kingdom of Saudi Arabia and the Middle East, unless otherwise agreed with the Second Party.

(6) Service Activation and Training

• Services include installing and activating the system on the Second Party's devices, such as computers, laptops, mobile phones, and internet-connected landline phones.

• Services include fully training the Second Party or any employee within the Second Party's organization on the First Party's systems and services covered by the agreement.

(7) Maintenance and Problem Resolution

Bevatel classifies maintenance as (Periodic Maintenance) and (Urgent Maintenance) regarding problems faced by users of Bevatel's systems and services.

Periodic Maintenance

• Periodic maintenance, carried out by Bevatel's technical team, includes improvements and developments to the systems and services provided by Bevatel in order to improve performance.

• Periodic maintenance operations may temporarily and momentarily affect the quality of the service provided by Bevatel, including potential interruptions to services and systems.

• Bevatel's technical team will conduct periodic maintenance operations from Sunday to Thursday from 12:00 midnight until 6:00 AM, or during national and weekend holidays.

Urgent Maintenance

• Urgent maintenance includes efforts made by Bevatel's technical support team to correct communication network conditions that could potentially cause service interruptions and require immediate action from Bevatel.

• The Modern Global Establishment for Communications and Information Technology has the right to perform urgent maintenance operations at any time it deems necessary for maintenance. Bevatel will notify users of its systems and services of these operations as soon as possible, according to the circumstances.

(8) Technical Support

• Bevatel guarantees to provide technical support regularly to clients 24/7, through the available means agreed upon in the contract with each client.

• In the event of a malfunction or defect in the service provided by Bevatel and used by clients, the issue will be resolved by Bevatel's technical support team according to the mechanism agreed upon in the service provision contract. Interference by any third party is not permitted.

• In the event of a system defect, malfunction, or any technical problem related to the company's cloud systems, clients will be notified immediately when the defect or malfunction occurs. It will be resolved according to the mechanism agreed upon in the service provision contract, with each problem classified accordingly, while guaranteeing best efforts to work on resolving the problem immediately upon its occurrence to avoid disruption or interruption of any services provided to clients.

(9) Security and Protection

• Bevatel (Modern Global Establishment for Communications ands Information Technology) guarantees the confidentiality and privacy of the Second Party's data, through protection, security, and providing the highest levels of encryption to prevent any unauthorized access.

• Bevatel commits to preserving and protecting all files exchanged or shared through its systems provided to the Second Party.

• This agreement between the two parties applies to the services provided by the Modern Global Establishment for Information Technology to clients (the Second Party), which are (Bevatel Cloud Call Center – Customer Relationship Management System – Bevatel Business Chat for linking social media).

• The Service Level Agreement is subject to all security and protection policies and procedures for Bevatel's systems, solutions, and services.