IT Service Level Agreements (SLAs) in the UAE

Response and resolution targets are defined per priority level and written into your agreement before the engagement starts. For each priority, P1 through P4. The contract specifies both the initial response window and the target resolution time. We do not publish generic figures because the right targets for a P1 at a trading-floor environment are different from a P1 at a back-office operation. What matters is that the target is agreed, documented and measurable before something goes wrong.

Service credits apply. The credit amount and calculation method are written into your contract before the engagement starts, not decided after the fact. Missing a target triggers an automatic credit against your invoice for that billing period. We also report every breach in the monthly performance report so the record is transparent. You do not have to catch us or raise a dispute; the process runs automatically.

Yes. Coverage windows are agreed per contract. Business-hours-only, extended hours and 24×7 are all available. For environments where a critical incident at 2 am is a genuine business risk, a trading platform, a hospitality property management system, a healthcare records system, 24×7 coverage is the right answer. For others, business-hours coverage with an on-call option for true critical events makes more commercial sense. We scope the model that fits your operations, not the one that is easiest to sell.

Priority is defined by business impact. A P1 is a complete service outage or critical system failure with no workaround. The business has stopped or is at significant risk. P2 is major degradation affecting multiple users or a core system, with a workaround available. P3 is a non-critical fault with a viable workaround in place and normal business continuing. P4 is a service request, change or low-impact query. The full priority matrix, including examples specific to your environment, is documented in your SLA so there is no ambiguity when an engineer needs to classify an incident at 3 am.

Yes. Every managed IT engagement we run produces a monthly SLA performance report covering ticket volumes by priority, response and resolution actuals vs targets, breach events and the credit calculation where applicable. Quarterly business reviews go further, trends, capacity, open risks and any proposed scope changes. Reports are shared with your IT lead and, where relevant, executive stakeholders. If you need a dashboard view between formal reports, we can configure that as part of the engagement.