1. Purpose

This Service Level Agreement (SLA) outlines the terms and conditions for the provision of helpdesk support services by (EduTech) to (KSAU-HS Users).

2. Service Description

(EduTech) will provide support services for educationl hardware and software.

3. Service Hours

The helpdesk will be available during the following hours: (Sunday to Thursday, 8:00 AM - 5:00 PM).

4. Service Response Times

• Priority 1 (Critical): within 1 hour
• Priority 2 (High): within 2 hours
• Priority 3 (Medium): within 4 hours
• Priority 4 (Low): within 8 hours

5. Escalation Procedure

In the event that a ticket cannot be resolved within the specified time frame, it will be forwarded to a higher level of support.

6. Maintenance and Downtime

Scheduled maintenance and downtime will be communicated to users in advance, whenever possible.

7. User Responsibilities

Users are responsible for providing accurate information regarding Tickets and complying with (KSAU-HS)'s policies and procedures.

8. Review and Modification

This SLA will be reviewed and updated as necessary to meet changing needs and requirements.