Service Level Agreement

This page defines the level of service MarkTech Solutions provides to its customers across its digital channels (website, WhatsApp, email), including support channels, expected response times, and each party's responsibilities.

Available Support Channels

Our website offers the AI assistant "Talal", available around the clock, seven days a week, for instant replies to your inquiries via the website or WhatsApp. In addition, you can reach our team directly via WhatsApp or email during regular business days for anything that needs human involvement.

Response Times

• Instant automated reply from the AI assistant Talal on any channel it operates on.
• Human team reply within one business day for WhatsApp or email inquiries.
• Follow-up on service requests (after subscribing to a package) according to the timeline agreed upon in the package details or quote.

Customer Responsibilities

To ensure the best possible service delivery, the customer agrees to provide accurate and correct information, and to respond to any request for clarification or additional information needed to carry out the service in a timely manner, so the agreed-upon timeline is not affected.

Service Limitations

Our services rely on automation and AI tools, and may be affected by factors beyond our control, such as third-party service outages (WhatsApp or our hosting provider). We make every effort to restore service as quickly as possible in the event of any interruption, without committing to a specific numeric uptime percentage or financial compensation for downtime, as we are a growing platform not yet at a stage that allows for contractual guarantees at that level.

Communication and Complaints

For any complaint or escalation regarding the level of service, contact us via our Contact Us page or directly at: info@marktechsolutions.org.

Updates to This Agreement

We reserve the right to modify this agreement at any time to improve the level of service provided, and your continued use of the site after changes are posted constitutes implicit acceptance of them.