Service Level Agreement (SLA)
This SLA describes our standard response and delivery expectations for digital support and maintenance services. Specific scope and timelines are confirmed in writing for each request.
Email ticketing
Business hours (UAE)
Scope confirmed
Support Channel: support@montazericomputers.com (preferred).
For official matters: m.montazeri@montazericomputers.com.
Business hours
Mon–Fri, 9:00–18:00 (UAE)
Last updated
Response Times
Targets below are for first response (acknowledgement + initial assessment).
Priority 1 (Critical)
Within 8 business hours
Priority 2 (High)Within 24 business hours
Priority 3 (Normal)Within 48–72 business hours
Delivery Targets
Delivery depends on scope. We confirm timeline in writing before work starts.
- Simple tasks: typically 24–72 hours after confirmation
- Complex tasks: timeline confirmed case-by-case
- Subscriptions: ongoing support per plan
Support Scope
- Website maintenance and troubleshooting (remote)
- Basic DNS/SSL configuration guidance
- Performance and operational recommendations
- Documentation and written confirmations
Exclusions
- No physical goods and no shipping
- No wallet / no aggregation services
- No regulated financial services
- No illegal or prohibited activities