What we undertake about availability, how it is measured, and what we cannot undertake because it is not in our hands.
1. The target
We target availability of the Albatriq platform of 99.5% per month, measured on the platform itself.
2. How it is measured
So that the number above is not a figure without a definition:
- The month is the calendar month, and the percentage is (minutes in the month − minutes of downtime) ÷ minutes in the month.
- Downtime is the platform failing to answer sign-in or document-issuing requests for more than five continuous minutes, for reasons attributable to us.
- Slowness that does not prevent an operation completing is not downtime, nor is the platform being unreachable from one network and not others.
3. What is excluded
These are excluded because their cause is not with us:
- Your premises losing their internet connection, or your device or printer failing.
- Your signing software stopping, the stamp token being unplugged, or its certificate expiring.
- Planned maintenance notified at least 48 hours in advance, carried out outside peak hours where possible, and normally not exceeding two hours a month.
- Emergency maintenance to address a security vulnerability or a fault that threatens data — notified at the time and summarised afterwards.
- Force majeure as defined in the terms of use.
4. If we miss the target
If availability in a month falls below 99.5% for a reason attributable to us, write to us within thirty days of the end of that month and we will grant an extension of your subscription matching the affected period. This is the agreed remedy for missing the target, and does not affect your other rights under the terms of use.
5. What happens when the connection drops
The sale is recorded with you first, before any later processing. The mobile app keeps a local queue that carries on selling while the network is down and syncs the moment it returns.
A dropped connection delays. It never loses a sale.
6. Support
- Email: support@albatriq.com
- Hours: Sunday to Thursday, 9am to 5pm Riyadh time.
- Priority one — documents cannot be issued, for all subscribers or for you: we start work as soon as we know, and target a first response within two working hours.
- Priority two — a fault that disables a function without stopping issuing: first response within one working day.
- A question or an improvement request: a response within two working days.
- These are times to respond and begin work, not guaranteed times to fix; how long a fix takes follows the nature of the fault, and we keep you informed.
7. Backups
The database, the certificates and uploaded files are backed up regularly, and restores are tested. Your documents are kept for the legal period set out in the privacy policy, and you can export your data yourself at any time from the dashboard.
8. Changes to this document
We may change the service levels here, and will tell you about material changes a reasonable time before they take effect. The date of the last update is shown at the top of this page.
