Our Service Level Agreement Highlights
System Server Availability
Up on request availability reports can be provided on a monthly basis, in any given month the server availability target is 99% with the exception of scheduled maintenance.
Probytes Software responds to client raised issues by email within 24 hours. Issue requests will be recorded for tracking and resolving issues. If an issue can’t be resolved within 24hrs then a service call can be arranged with a Probytes Software Expert.
Problem Severity Levels
|Severity||Severity Description||Response time||Method of Contact||Resolution|
|1||Critical (no useful work can be done)||1 Hours||Contact by phone,whatsapp and Skype from our support executive||From the moment you contact us,our tech team begins to identify and solve the root cause of the problem|
|2||High - Severe Impact (functionality disabled): errors which result in a lack of application functionality or cause intermittent system failure||4 Hours||Contact by phone,whatsapp and Skype from support executive||From the moment you contact us,our tech team begins to identify and solve the root cause of the problem|
|3||Medium - Degraded Operations: errors causing malfunction of non-critical functions||1 Business Day||Contact by email||From the moment you contact us, our tech team begins to identify and solve the root cause of the problem|
|4||Low - Minimal Impact: attributes and/or options to utility programs do not operate as stated||2 Business days||Contact by email||From the moment you contact us, our tech team begins to identify and solve the root cause of the problem|
|5||Enhancement Request||As needed.||Contact by email||According to the availability of the tech team|
In case of the unlikely event that a response is not received for your query even after 24hrs then the raised issue will be directed to senior level employees.
Our detailed Probytes Software SLA is as Follows
Service Level Agreement
Probytes Software will respond as described below to Error reports that Client submit to Probytes Support System during Working Hours via email firstname.lastname@example.org or telephone at +974 4488 1252. The specific contact mechanisms or phone number may change as Probytes may designate from time to time.
A material failure of Managed White labeled software to function in accordance with its documentation
Any other alleged material defect in or malfunctioning of Managed White labeled software.
"Business Hours" and “Business Day” mean 9:00 a.m. IST to 6:00 p.m. IST on weekdays, exclusive of probytes Software company holidays.
When reporting an Error, the named contact must describe the Error in reasonable detail, indicate the severity of the Error using the terminology set forth in the chart below, and specify any and all error messages observed. Probytes will use commercially reasonable efforts to respond to the Client’s Error reports within the times indicated.
Probytes Software’s acknowledgements of Error reports will contain either a resolution of the Error or a support plan describing the steps being taken by Probytes Software system, and any steps to be taken by the Client, to correct the Error. If Probytes requests further information about an Error, Client must promptly provide the requested information. Information requested by Probytes may include, by way of example and not limitation, manuals related to Client’s hardware, network, or third-party software;
If the service as specified in the agreement is prevented, restricted, delayed or interfered by reasons beyond the control of the Probytes like fire, explosion, natural calamities, strikes, harthal, shutdowns or any order or demand issued by any competent authority (Government), the same shall not be treated as the breach of the agreement.
Examples of software output; or configuration information, including screenshots and steps to reproduce the issues. Probytes will use commercially reasonable efforts to correct, within a commercially reasonable period of time, any substantiated Error in the unaltered software reported by Client as specified above. Probytes will determine the form of any Error correction, which may include, by way of example and not limitation, an individual patch, a work around, or a maintenance release provided in the normal course of Probytes maintenance release schedule.
Probytes provides support only for the most current major release of software and the immediately preceding major release. Probytes will have no obligation to attempt to correct reported Errors that
Cannot be reproduced or verified
IN Probytes reasonable judgment, should not exist under the circumstances in which the software is being used, taking into account its design specification or result from
Misuse of software by Client or others;
modifications to software rendering is a non-standard, regardless of who performed the modifications;
Failure or interruption of electrical power;
Obsolescence of software due to changes in Client’s network, hardware, or third-party software; or
an accident or other cause external to the software, including, but not limited to, problems or malfunctions related to Client’s network, hardware, or third-party software.
Contact with Probytes Support must be channeled through Client’s named
If Probytes responds to a reported Error and the Error is determined to be outside the scope of Probytes support obligations, Probytes may charge for its time and reasonable expenses responding to the reported Error and the Client must pay the charges. Probytes time will be billed at its standard daily consulting rate in effect for such services at the time the services are rendered. Probytes support services do not include Professional Services. These services are available for additional fees
Contact Us for Pricing
Vehicle TrackingSuite 12
3rd Floor, Entrance No 1
Town Centre Complex
P O Box 5035
- (+974) 66 09 9033