Every ticket enters a governed lifecycle. Every SLA breach auto-generates a credit. Every client has live dashboard visibility — in Arabic and English — from Day 1.
Every differentiator is in the contract — not the brochure.
Standard framework — customizable per contract. Auto credits apply without claim forms.
| Priority | Response Target | Resolution Target | Credit per Breach | Example |
|---|---|---|---|---|
| P1 — Critical | 30 min | 4 hrs | SAR 500 (cap SAR 2,000) | System down / data loss / financial process blocked |
| P2 — High | 2 hrs | 8 hrs | SAR 200 (cap SAR 1,000) | Major feature broken, workaround available |
| P3 — Medium | 4 hrs | 3 days | SAR 100 (cap SAR 500) | Minor issue, cosmetic bug, single-user problem |
| P4 — Low | 8 hrs | 5 days | No credit | Enhancement request, new feature, config improvement |
SLA clocks run on KSA business hours: Sunday–Thursday, 08:00–17:00 Arabia Standard Time (UTC+3). Saudi public holidays suspend the clock.
ContactPoint is powered by TelNova Solutions — operating from the United States and Egypt — bringing the engineering depth of a global technology partner to every KSA client engagement. TelNova provides L2/L3 Odoo development, AI developer capability, DevOps, and 24/7 infrastructure excellence.
"Global engineering. Local accountability. One contract."
Every package includes a signed SLA, automatic service credits, and full Arabic reporting. Book a discovery call — we'll tailor a quote to your exact requirements.
Pick a time that works for you. Our team will walk you through the live helpdesk portal, SLA timer automation, Frappe Insights dashboards, and give you a clear picture of what a quote looks like for your specific requirements.
📞 +966 50 477 9551 (KSA – Riyadh)
📞 +966 59 627 0261 (KSA – Riyadh)
📞 +1 (202) 909-5867 (US)
✉ [email protected]