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SERVICE LEVEL AGREEMENT (SLA)

Esyana Field Maintenance Management Platform

Document Version: 1.0
Effective Date: 26 July 2026
Last Updated: 26 July 2026

SERVICE LEVEL AGREEMENT (SLA)

This Service Level Agreement ("SLA") forms part of the agreement between Sadeid, a company registered in the Hashemite Kingdom of Jordan under Registration Number 1210822026 ("Sadeid", "we", "our", or "us"), and customers subscribing to the Esyana Field Maintenance Management Platform ("Customer", "you", or "your").

This SLA describes the availability targets, support services, incident response commitments, maintenance procedures, backup practices, and service responsibilities applicable to Esyana.

1. Purpose

The purpose of this SLA is to define:

  • Service availability objectives

  • Support response times

  • Incident severity classifications

  • Maintenance procedures

  • Backup and recovery commitments

  • Customer responsibilities

  • Service exclusions

2. Scope

This SLA applies to:

  • Esyana Web Application

  • Customer Portal

  • Technician Portal

  • REST API (where available)

  • Mobile Applications (where available)

  • Hosted databases

  • Cloud infrastructure managed by Sadeid

This SLA does not apply to:

  • Customer-owned hardware

  • Customer internet connectivity

  • Third-party systems not controlled by Sadeid

  • Custom software developed under separate agreements

3. Service Availability

Sadeid will use commercially reasonable efforts to maintain a Monthly Uptime Target of 99.9%, excluding:

  • Scheduled maintenance

  • Emergency maintenance

  • Force majeure events

  • Internet outages outside Sadeid's control

  • Third-party service failures beyond Sadeid's reasonable control

3.1 Definition of Availability

The Service is considered Available when authenticated users can:

  • Log in

  • Access core application functions

  • Read and save data

  • Perform normal business operations

Partial degradation affecting only non-essential features may not constitute downtime.

3.2 Uptime Calculation

Availability is calculated as:

[
\text{Availability} = \frac{\text{Total Minutes} - \text{Downtime Minutes}}{\text{Total Minutes}} \times 100
]

Scheduled maintenance periods are excluded from the calculation.

4. Scheduled Maintenance

To maintain service quality, Sadeid may perform scheduled maintenance.

Where reasonably practicable:

  • Customers will receive at least 48 hours' notice.

  • Maintenance will be scheduled during periods expected to minimize customer impact.

  • Critical security updates may be deployed with shorter notice if necessary.

5. Emergency Maintenance

Emergency maintenance may be performed immediately to:

  • Address security vulnerabilities

  • Prevent data loss

  • Restore service availability

  • Respond to cyber incidents

  • Protect customer data

Advance notice may not be possible.

6. Incident Priority Levels

Priority 1 (Critical)

Examples:

  • Complete platform outage

  • Data corruption

  • Security breach

  • Login unavailable for all users

  • Production database unavailable

Target Initial Response: within 1 hour

Target Continuous Updates: every 2 hours

Priority 2 (High)

Examples:

  • Major functionality unavailable

  • Work Orders cannot be created

  • Preventive Maintenance scheduling unavailable

  • API unavailable

  • Invoice generation failure

Target Initial Response: within 4 business hours

Target Updates: daily or as appropriate until resolution.

Priority 3 (Medium)

Examples:

  • Reports not displaying correctly

  • Dashboard widget errors

  • Notification failures

  • Minor performance degradation

  • Non-critical module malfunction

Target Initial Response: within 1 business day

Priority 4 (Low)

Examples:

  • Cosmetic issues

  • Documentation requests

  • Enhancement requests

  • General assistance

  • Configuration questions

Target Initial Response: within 2 business days

7. Support Hours

Unless otherwise agreed:

Standard Support

  • Sunday through Thursday

  • 9:00 AM – 5:00 PM

  • Jordan Time (UTC+3)

  • Excluding public holidays in Jordan

Enterprise customers may purchase extended or 24/7 support under a separate agreement.

8. Support Channels

Support may be provided through:

  • Customer Support Portal

  • Email

  • Help Desk Ticket System

  • Telephone (if offered)

  • Live Chat (if available)

The preferred support method is the Esyana Support Portal.

9. Customer Responsibilities

To receive support under this SLA, the Customer agrees to:

  • Provide accurate contact information.

  • Designate authorized contacts.

  • Describe issues in sufficient detail.

  • Cooperate with troubleshooting.

  • Maintain supported browsers and devices.

  • Apply recommended updates where applicable.

Failure to cooperate may affect resolution times.

10. Incident Reporting

Support requests should include, where possible:

  • Customer name

  • Company name

  • Contact information

  • Work Order number (if applicable)

  • User account

  • Error message

  • Screenshots

  • Browser information

  • Date and time of occurrence

  • Steps to reproduce the issue

Providing complete information helps reduce resolution time.

11. Escalation Procedure

If an issue is not progressing satisfactorily, the Customer may request escalation.

The escalation path is:

  1. Support Engineer

  2. Senior Support Engineer

  3. Technical Manager

  4. Operations Manager

  5. Executive Management (if necessary)

Escalation does not guarantee a specific resolution time but ensures additional review.

12. Backups

Sadeid performs routine backups of production systems.

Unless otherwise specified:

  • Automated backups are performed regularly.

  • Backups are encrypted where appropriate.

  • Backup integrity is periodically tested.

  • Backup retention periods are determined by operational and legal requirements.

Customers are encouraged to export important business records periodically.

13. Disaster Recovery

Sadeid maintains disaster recovery procedures intended to restore services following major incidents.

Recovery priorities include:

  • Customer data integrity

  • Application functionality

  • Authentication services

  • Database restoration

Recovery times depend on the nature and severity of the incident.

14. Security Monitoring

Sadeid employs reasonable security monitoring measures, which may include:

  • System monitoring

  • Audit logging

  • Intrusion detection

  • Access monitoring

  • Vulnerability management

  • Security updates

These measures are designed to help maintain the confidentiality, integrity, and availability of the Service.

15. Planned Service Improvements

Sadeid continually enhances the Service.

Improvements may include:

  • Performance optimization

  • Security enhancements

  • New features

  • User interface improvements

  • Infrastructure upgrades

  • API enhancements

Feature releases may occur without additional cost depending on the Customer's subscription plan.

16. Service Credits

If Sadeid fails to meet the monthly uptime target due to reasons within its control, eligible Customers may request service credits.

Service credits are applied only to future subscription fees and are not provided as cash refunds.

Monthly Availability Service Credit
99.9% or higher None
99.0% – 99.89% 5% of the affected month's subscription fee
95.0% – 98.99% 10% of the affected month's subscription fee
Below 95.0% 20% of the affected month's subscription fee

Requests for service credits must be submitted within 30 days after the end of the affected month and must include sufficient details for verification.

Service credits are the Customer's sole remedy for qualifying availability failures under this SLA, unless otherwise required by applicable law.

17. Exclusions

This SLA does not apply to issues resulting from:

  • Customer misuse

  • Unsupported browsers

  • Unsupported operating systems

  • Customer network failures

  • Internet outages

  • Power failures at the Customer's location

  • Third-party integrations not controlled by Sadeid

  • Customer-developed customizations

  • Malware on Customer devices

  • Force majeure events

  • Scheduled maintenance

18. Force Majeure

Sadeid is not responsible for delays or failures caused by events beyond its reasonable control, including but not limited to:

  • Natural disasters

  • War

  • Terrorism

  • Civil unrest

  • Government actions

  • Internet backbone failures

  • Widespread cloud provider outages

  • Labor disputes

  • Pandemics

  • Utility failures

19. Changes to this SLA

Sadeid may update this SLA from time to time.

Material changes will be communicated through the Service, email, or other appropriate means before taking effect.

Continued use of the Service after the effective date of the updated SLA constitutes acceptance of the revised terms.

20. Contact Information

Questions regarding this SLA may be directed to:

Sadeid
Registration Number: 1210822026
Hashemite Kingdom of Jordan
Website: https://esyana.com

Email: support@esyana.com

Appendix A – Service Targets Summary

Service Item Target
Monthly Uptime 99.9%
Critical Incident Response Within 1 hour
High Priority Response Within 4 business hours
Medium Priority Response Within 1 business day
Low Priority Response Within 2 business days
Scheduled Maintenance Notice At least 48 hours (where practicable)
Service Credit Request Period Within 30 days after the affected month