Service Level & Support Policy

Service Level & Support Policy

This Service Level & Support Policy (“Policy”) explains how Abzer DMCC (“Abzer”, “we”, “our”, or “us”) operates and maintains the FatooraOnline® Platform (“Platform”), including system availability, maintenance practices, and customer-support coverage. This Policy forms part of the Terms of Service and is intended to describe our practices — not to create contractual service warranties or financial remedies.

This Policy communicates Abzer’s approach to service continuity and customer assistance. It applies to all Merchants and users of the FatooraOnline Platform, regardless of subscription plan, and covers platform availability, maintenance, incident response, and support contact channels.

The purpose of this Policy is to communicate Abzer’s approach to service continuity and customer assistance. It applies to all Merchants and users of the FatooraOnline Platform and covers availability, maintenance, incident response, and support channels.

FatooraOnline is hosted on Oracle Cloud Infrastructure (OCI) within data centers located in the Kingdom of Saudi Arabia. Abzer designs the Platform to achieve a target uptime of 99.9% per calendar month, consistent with OCI’s availability commitments. Actual uptime may vary due to maintenance, third-party dependencies, or Force Majeure events.

System availability includes application and API access but excludes:

  • Outages caused by ZATCA systems, PSPs, ISPs, or other external networks;
  • Planned maintenance or emergency security updates;
  • User-side connectivity issues or configuration errors; and
  • Force Majeure events beyond Abzer’s control.

Abzer uses monitoring tools to track system health and performance; such metrics are for operational management only and do not constitute contractual guarantees.

Routine maintenance may occur during off-peak hours to enhance security, performance, or compliance. Abzer strives to provide reasonable advance notice of planned maintenance that could materially affect service availability. In urgent situations, security updates or fixes may be applied without prior notice to protect platform integrity and user data.

Abzer maintains incident-response and disaster-recovery procedures aligned with ISO 27001 and SOC 2. We aim to restore critical services quickly using redundant infrastructure within the KSA region. No specific RTOs or RPOs are contractually guaranteed. If an event significantly impacts operations, Abzer may publish status updates via the dashboard or support channels after verification.

Merchants can contact FatooraOnline Support via:

Support hours are Sunday to Thursday, 09:00 – 18:00 (GMT+3), excluding public holidays in the UAE or KSA. Requests outside support hours are queued for the next business window. Extended or premium support plans may be available under separate agreements.

While Abzer endeavors to respond promptly, actual response and resolution times vary by severity and queue volume. The following are operational, non-binding targets:

Severity Example Initial Response (Target) Resolution Approach
Critical System unavailable for all users Within 2 business hours Continuous effort until service restored
High Functionality degraded or major module affected Within 4 business hours Workaround or fix in next release
Medium Isolated feature issue or configuration help Within 1 business day Guidance / scheduled update
Low General query or enhancement request Within 2 business days Response or future roadmap consideration

These targets are operational goals only and do not create binding obligations or service credits.

This Policy does not apply to:

  • Third-party products, gateways, or APIs integrated with the Platform;
  • Sandbox or test environments;
  • Beta or trial services; or
  • Any outage or issue resulting from Merchant actions, misconfigurations, or force majeure.

Abzer is not responsible for PSP settlements, ZATCA availability, or internet connectivity outside its control.

Abzer does not offer automatic financial compensation or credits for downtime. In exceptional cases and at its sole discretion, Abzer may extend subscription terms or provide goodwill credits. Such remedies are discretionary and represent the sole and exclusive remedy for service interruptions.

Each Merchant is responsible for:

  • Maintaining stable internet connectivity;
  • Ensuring proper browser and device configurations;
  • Safeguarding credentials and access controls; and
  • Cooperating with Abzer Support during incident investigation and resolution.

Failure to provide necessary information or timely cooperation may delay restoration efforts.

Abzer may revise this Policy periodically to reflect operational, regulatory, or technological changes. The updated version becomes effective upon publication on the FatooraOnline website. Continued use of the Platform constitutes acceptance of the revised Policy.

This Policy and any related dispute are governed by the laws of the Kingdom of Saudi Arabia, and the competent courts of Riyadh shall have exclusive jurisdiction.

This Policy describes Abzer’s current service and support practices but does not create contractual service-level warranties, liabilities, or enforceable rights. Abzer’s obligations are limited to those expressly stated in the Terms of Service.