Service Level Agreement
Service Level Agreement
After Sales Technical Support
A Service Legal Agreement (SLA) is essential for enhancing service quality and ensuring accountability. With an SLA in place, you can hold service providers responsible for their commitments and guarantee consistent service delivery. FAMA Technologies recognizes the significance of SLAs and offers customized solutions to meet your business needs. Our SLAs are designed to provide reliability, efficiency, and exceptional customer satisfaction.
Scope of Services
FAMA Technologies offers a wide range of technology solutions. This Service Level Agreement (SLA) applies to all clients who have entered into a service agreement with FAMA Technologies.
On Go Drive Thru
Infinite Digital Solutions
Point Of Sale (POS)
Self Checkout
ZOAD Retail Solution
ZAD Hospitality Solution
Office bridge
Cloud Solution
Footfall Intelligence
Service Availability & Uptime Guarantee
FAMA Technologies is committed to providing a 99.9% uptime guarantee for its cloud-based and hosted services, except during scheduled maintenance or unforeseen force majeure events.
Annual Maintenance
Customers will be notified at least 48 hours in advance.
Maintenance activities will be scheduled during off-peak hours to minimize disruptions.
Support & Response Time
FAMA Technologies provides 24/7 customer support through the following channels :
support@famatechnologies.com
+966500053879
Customer Responsibilities
To ensure smooth service delivery, customers are expected to:
Provide accurate and up-to-date contact details.
Report issues promptly via the designated support channels.
Follow FAMA Technologies' recommended best practices for system usage.
Performance Metrics & Service Reviews
FAMA Technologies continuously monitors service performance based on:
Service Acceptance Form
Preventive Maintenance Checklist
Hardware Diagnostic Form
Exclusions
This SLA does not apply to service failures resulting from :
Customer misconfiguration or misuse.
Third-party service provider failures.
Force majeure events (natural disasters, cyberattacks, etc.
Scheduled maintenance with prior notice.
Say Hello
Send Us Message
Get expert’s advice by filling out this quick form
