Service Level Agreement

1. Service Availability

Sakani Pro commits to a monthly uptime percentage of 99.9% for its core property management platform services. This means a maximum of approximately 43 minutes of unplanned downtime per month.

1.1 Covered Services

• Core property management platform (web application)
• Tenant and owner self-service portals
• API endpoints for third-party integrations
• Country-specific payment gateway integrations (including SADAD in Saudi Arabia and equivalent gateways per country)
• Country-specific regulatory integration services (including Ejar in Saudi Arabia, Ejari in UAE, and equivalent systems in other MENA markets)

2. Performance Standards

Sakani Pro maintains the following performance benchmarks under normal operating conditions:

3. Support Response Times

Support hours are designed to cover multiple MENA timezones. Primary support is available Sunday through Thursday for GCC customers (8:00 AM to 6:00 PM AST/GST), and Monday through Friday for North Africa and Levant customers. Emergency support is available 24/7 for critical issues. Arabic, English, and French support is available.

3.1 Issue Severity Levels

• Critical (P1): Complete service outage or data loss affecting all users. Target resolution: 4 hours.
• High (P2): Major feature unavailable with no workaround. Target resolution: 8 business hours.
• Medium (P3): Feature degradation with workaround available. Target resolution: 2 business days.
• Low (P4): Minor issue, cosmetic defect, or general inquiry. Target resolution: 5 business days.

4. Maintenance Windows

4.1 Scheduled Maintenance

Scheduled maintenance is performed during low-traffic periods to minimize disruption:

• Standard window: Fridays 12:00 AM - 6:00 AM AST (GCC weekend) or Sundays 12:00 AM - 6:00 AM for North Africa/Levant deployments, chosen to minimize disruption during regional low-traffic periods
• Customers will be notified at least 72 hours in advance of scheduled maintenance
• Scheduled maintenance does not count against the uptime SLA

4.2 Emergency Maintenance

Emergency maintenance may be required to address critical security vulnerabilities or system failures. In such cases, we will provide as much advance notice as possible and communicate updates through our status page and email notifications.

5. Credit Policy

If Sakani Pro fails to meet the 99.9% uptime commitment, eligible customers may request service credits as follows:

Credit requests must be submitted within 30 days of the incident to support@sakanipro.com. Credits are applied to future invoices and are not redeemable for cash. Maximum total credits in any billing period shall not exceed 50% of that period's subscription fee.

6. Exclusions

The following events are excluded from uptime calculations and do not qualify for service credits:

• Scheduled maintenance windows communicated in advance
• Force majeure events, including natural disasters, war, government actions, or pandemic-related disruptions
• Issues caused by the customer's own systems, network, or internet connectivity
• Outages of third-party services such as Ejar, SADAD, Ejari, or other government and regulatory platforms across the MENA region that are outside our control
• Unauthorized actions or misuse of the Service by the customer
• DNS propagation delays or domain-level issues

7. Monitoring

Sakani Pro maintains comprehensive monitoring systems to ensure service reliability:

• Real-time infrastructure monitoring with automated alerting for anomalies
• Synthetic transaction monitoring to verify end-to-end functionality
• Public status page available at status.www.sakanipro.com for real-time service status
• Automated incident escalation procedures with defined response protocols