Service Level Agreement (SLA)
Reliable Service. Clear Commitments. Real Accountability.
At Salsabeel ERP, powered by Al-Bari Technologies, we believe service quality should be measurable, not based on vague promises. This Service Level Agreement (SLA) defines our service standards, support commitments, response expectations, and operational responsibilities for all customers using our ERP solutions, cloud services, and business management platforms. This agreement ensures transparency, accountability, and dependable service delivery across all active subscriptions and enterprise deployments.
1. Scope of Services
This SLA applies to services provided under Salsabeel ERP, including:
- ERP software access and usage
- Cloud hosting and infrastructure
- POS and inventory systems
- Multi-branch business operations
- API integrations and automation services
- Data backup and recovery support
- Technical support and troubleshooting
- Maintenance updates and system monitoring
- Dedicated enterprise support services
Service commitments may vary depending on the selected subscription plan or custom enterprise agreement.
2. Service Availability
We are committed to maintaining high system uptime and operational reliability.
Standard Service Availability Target
99.5% Monthly Uptime
This includes access to cloud-hosted ERP services, dashboards, reports, and connected modules under normal operational conditions.
Planned maintenance windows, force majeure events, third-party outages, and customer-side connectivity issues are excluded from uptime calculations.
3. Support Hours
Standard Support
- Monday to Saturday
- Business Hours Support
Priority Support (Dedicated Plans)
Extended support coverage with faster response handling for enterprise customers and dedicated support subscribers.
Emergency support availability may apply based on service agreements.
Support is provided through:
- Email support
- Phone support
- Remote assistance
- Technical ticket handling
- Scheduled implementation sessions
4. Response Time Commitments
Critical Issues
(System unavailable, major operational failure)
Response Time: Within 2–4 Business Hours
High Priority Issues
(Core functions affected, billing or inventory disruptions)
Response Time: Within 4–8 Business Hours
Medium Priority Issues
(Feature issues, reporting problems, user-level operational disruptions)
Response Time: Within 1 Business Day
Low Priority Issues
(General queries, configuration requests, non-urgent improvements)
Response Time: Within 2–3 Business Days
5. Backup and Data Protection
We maintain structured backup procedures for cloud-hosted systems, including:
- Automated scheduled backups
- Data recovery support where applicable
- Secure cloud infrastructure protection
- Access monitoring and system security controls
Backup frequency and retention may vary based on the service package and infrastructure model.
Customers remain responsible for internal operational accuracy and authorized user management.
6. Maintenance and Updates
System maintenance may include:
- Security patches
- Performance optimization
- Feature improvements
- Bug fixes
- Infrastructure upgrades
- Compliance-related updates
Where possible, planned maintenance is scheduled to minimize operational disruption.
Advance notice may be provided for major maintenance activities.
7. Customer Responsibilities
Customers are responsible for:
- Maintaining secure login credentials
- Managing user permissions internally
- Stable internet access for cloud usage
- Device compatibility where required
- Accurate business data entry
- Compliance with lawful data usage
System stability is a shared responsibility—not a one-sided expectation.
8. Exclusions
This SLA does not cover issues caused by:
- Customer-side internet failures
- Unauthorized system modifications
- Third-party software conflicts
- Force majeure events
- Hardware failures outside managed infrastructure
- Misuse of the system by internal users
- Delayed client approvals for implementation actions
Support quality depends on operational cooperation.
9. Service Escalation
If an issue requires escalation, customers may request priority review through our support team.
Enterprise and dedicated support customers receive faster escalation handling and direct technical coordination where applicable.
Repeated unresolved issues are formally reviewed for permanent resolution.
10. Service Termination and Data Access
Upon service termination, customers may request:
- Data export
- Migration support
- Backup retrieval where applicable
- Secure closure of hosted services
Data retention policies apply according to service contracts and compliance obligations.
11. Continuous Improvement
We continuously review service quality through:
- Support performance monitoring
- Infrastructure optimization
- Customer feedback
- Security reviews
- Operational performance analysis
An SLA should improve operations—not exist only for legal decoration.
Contact for Support & Service Management
Salsabeel ERP by Al-Bari Technologies
- 📧 Email: support@albaritechnologies.com
- 📧 Business: albaritechnologies@gmail.com
- 📞 Phone: +92-303-44-66-999
- 📍 Address: Lahore, Pakistan