SLA & Service Assurance
Clear, measurable and enforceable service level agreements for managed services - availability, response and resolution guaranteed and reported.
An SLA is only worth the paper it is written on if someone is measured against it. Every managed service we deliver - cloud operations, SOC and security monitoring, hosting, VoIP or support - runs under a written, measured and reported service level agreement.
How our SLA framework works
- Availability targets - defined uptime commitments per service (typically 99.9 percent or higher), monitored continuously and independently.
- Response & resolution times - clear targets for every severity level, from critical incidents to routine requests, with a named engineer who owns the ticket.
- Incident management - a structured process for priority, escalation and status updates, aligned to ITIL-style practices.
- Transparent reporting - monthly SLA reports with measured KPIs, root-cause summaries and remediation actions - delivered proactively, not on request.
Aligned with the Saudi operating environment
Saudi organizations balance availability with strict regulatory obligations. Our SLAs align service commitments with the controls expected under the NCA-ECC (National Cybersecurity Authority Essential Controls), CITC (Communications, Space and Technology Commission) classifications, SDAIA data and cloud governance, and international frameworks such as ISO 27001 and ITIL - including data residency, privacy and business-continuity requirements.
What you get
- A written commitment you can audit - not a verbal promise.
- Service credits and escalation paths that hold us accountable when targets are missed.
- Monthly reports your leadership can review in minutes.
- A named account engineer who knows your environment.
You should never have to wonder whether you are getting the service you pay for. With our SLA framework, the answer is measured, reported and guaranteed.
Why Isoor
SLA promises are easy to print and hard to keep. Isoor publishes measured SLA reports every month, assigns a named engineer to every account and ties service credits to response quality - so when we sign an SLA, it carries real accountability you can verify.