Service Level Agreement
RIADVICE SUARL (“RIADVICE”) is committed to reliable services and responsive support. This Service Level Agreement (“SLA”) describes the support that RIADVICE provides for its managed hosting and support services, its office hours, how requests are prioritised and how maintenance is handled. It forms part of the agreement with the Customer as provided in Section 5 of the Terms of Use, and uses the definitions of the Terms of Use.
1. Scope
This SLA applies to the Hosted Services and to support services purchased from RIADVICE. An Order Form or Contract may set different or additional service levels, such as availability targets, response times or extended support hours. Where it does, the Order Form or Contract prevails. Unless an Order Form states otherwise, RIADVICE does not commit to a specific availability percentage. Preview Offerings, Open-Source Projects and free Services are not covered by this SLA.
2. Infrastructure and hosting providers
Network uptime and hardware management are delegated to RIADVICE’s hosting providers. RIADVICE actively monitors its services and works with these providers to ensure continuity, security and customer satisfaction. Customers are encouraged to review the service level agreement of the hosting provider concerned, which sets out detailed guarantees and procedures for network and infrastructure incidents. Service status is published on the status page linked from the website footer.
3. Territorial scope
For Customers located outside Tunisian territory, the Services are deemed delivered and consumed exclusively outside Tunisia, and the infrastructure is hosted and operated from servers located outside Tunisian territory, as provided in Section 29 of the Terms of Use.
4. Support channels
Support requests must be submitted through the official channels listed in Section 28 of the Terms of Use: the help desk portal, the Telegram bot or the dedicated support email address. Requests sent elsewhere are not formal support requests, and their handling time starts only when they reach an official channel.
5. Office hours
The support team is available on working days, Monday to Friday, during the following hours:
| Period | Morning | Break | Afternoon |
| Normal period | 8:30 to 12:30 | 12:30 to 13:30 | 13:30 to 17:30 |
| Ramadan | 8:00 to 12:30 | 12:30 to 13:00 | 13:00 to 15:30 |
| Summer schedule (1 July to 31 August) | 8:00 to 12:00 | 12:00 to 13:00 | 13:00 to 17:00 |
Public holidays in Tunisia are handled as time outside office hours.
6. Time zone
All office hours are expressed in Tunis local time, which is UTC+1 all year round, with no daylight saving time. RIADVICE aims to remain accessible and responsive to Customers in every region.
7. Outside office hours
Outside office hours, Customers may submit requests through the official channels at any time. Requests are handled at the start of the next working period, unless the Order Form provides extended or on-call support.
8. Request priorities
RIADVICE prioritises requests according to their impact. The Customer indicates the priority it considers appropriate, and RIADVICE may adjust it on the basis of the definitions below. Response and resolution targets for each priority are those stated in the Order Form. Where none are stated, RIADVICE handles requests on a commercially reasonable efforts basis, in order of priority.
| Priority | Definition |
| Critical | The service is unavailable or unusable for all or most Users, or a security incident is in progress, and there is no workaround. |
| High | A major function is unavailable or severely degraded for many Users, or a critical incident has a temporary workaround. |
| Normal | A function is impaired for some Users, or there is a defect with a reasonable workaround. |
| Low | A question, a request for information or for a change, a minor defect, or a cosmetic issue. |
9. Maintenance
RIADVICE carries out planned maintenance to keep the Services secure and up to date. Where planned maintenance is expected to interrupt a service, RIADVICE notifies the Customer in advance, by email or on the status page, whenever reasonably possible, and schedules it, where possible, outside the Customer’s usual hours of use. Urgent maintenance, for example to apply a critical security patch or to prevent an imminent failure, may be carried out without prior notice. RIADVICE then informs the Customer as soon as possible.
10. Customer responsibilities
- Give accurate and complete information in support requests, including the affected service, the time of the issue, the Users concerned and the steps to reproduce it.
- Designate technical contacts and keep their details up to date.
- Provide access and cooperation reasonably needed to diagnose and resolve issues.
- Keep its own equipment, network, browsers and integrations in a supported state.
11. Exclusions
This SLA does not cover unavailability or degradation caused by: planned or urgent maintenance carried out as described in Section 9; events of force majeure as defined in the Terms of Use; failures of the Customer’s or Users’ equipment, networks or internet access; third-party services or integrations not operated by RIADVICE; use of the Services contrary to the Terms of Use, the Acceptable Use Policy or the Documentation; usage beyond the subscribed capacity; or suspension in accordance with the Terms of Use.
12. No service credits
This SLA describes how RIADVICE organises its support and maintenance. A failure to meet it does not give rise to service credits, refunds or price reductions.
13. Changes
RIADVICE may update this SLA as provided in Section 27 of the Terms of Use. An update does not reduce the service levels committed in an Order Form during its current term.
Last updated: 9 October 2026