RIADVICE Service Level Agreement (SLA)

At RIADVICE SUARL (“RIADVICE”), we are committed to delivering reliable services and responsive support. While network uptime and hardware management are delegated to our trusted hosting providers, we actively monitor and collaborate with them to ensure service continuity, security, and customer satisfaction. Customers are encouraged to review the SLA of their hosting provider, as it sets out detailed guarantees and procedures for network and infrastructure issues.

1. Territorial Scope of Services

For clients located outside Tunisian territory, services shall be deemed delivered and consumed exclusively outside Tunisia. In such cases, all infrastructure is hosted and operated from servers located outside Tunisian jurisdiction.

2. Office Hours and Support Availability

Our support team is available during defined office hours, ensuring transparent communication and responsiveness:

• Normal Period (Monday–Friday):
  Morning: 8:30 AM – 12:30 PM (Tunis time)
  Break: 12:30 PM – 1:30 PM
  Afternoon: 1:30 PM – 5:30 PM
• Ramadan:
  First Session: 8:00 AM – 12:30 PM
  Break: 12:30 PM – 1:00 PM
  Second Session: 1:00 PM – 3:30 PM
• Summer Schedule (July 1 – August 31):
  Morning: 8:00 AM – 12:00 PM
  Break: 12:00 PM – 1:00 PM
  Afternoon: 1:00 PM – 5:00 PM

Outside these hours, customers may submit support requests through our official channels. All inquiries will be addressed promptly during the next business period.

3. Time Zone Reference

All office hours are based on Tunis local time (CET/CEST). We aim to accommodate clients across regions by ensuring reliable accessibility and timely responses.

Last Updated: February 25, 2024