Customer Service Department

Service Level Agreement (SLA)


Jdar Developments – Youd Ras El-Hekma


1. Purpose of SLA


This Service Level Agreement defines the standards, responsibilities, and response times that the Customer Service Department commits to when handling inquiries, service requests, and complaints from clients of Youd Ras El-Hekma.


Its purpose is to ensure:


  • Clear expectations
  • Measurable performance
  • Consistency in service delivery
  • Customer satisfaction


2. Scope of Service


The SLA applies to the following customer service channels:


  • Phone Support (Hotline 16725)
  • WhatsApp Support (Registered clients only)
  • Email Support
  • Mobile App Tickets (Jdar Developments App)
  • Customer Service Dep. at The Head Office (10 AM – 7 PM)


3. Service Commitments

​3.1 Response Time

Service Type Channel SLA Response Time
General Inquiry WhatsApp Instant – 5 minutes
General Inquiry Hotline / Email Within 1 business day
Service Request (Ticket) WhatsApp / App Ticket created instantly + number sent automatically
Complaint WhatsApp / Hotline / Email Within 24 hours
Urgent Issues (security, access, emergencies) Hotline Immediate

​3.2 Resolution Time

Request Type Example SLA Resolution Time
General Inquiry Working hours / Branch location Instant – 5 minutes
Informational Project updates Same day
Collection Receipts, clarification 1–2 business days
Technical (Unit-related) Snag list, maintenance 3–7 business days
On-site Operational Access issues, facility issues 1–3 business days
Complaints Service dissatisfaction 5 days (with progress updates)

4. Communication Standards


Customer Service Agents must adhere to the following:


  • Communicate professionally and respectfully at all times
  • Provide accurate information only from official company sources
  • Avoid assumptions or personal interpretations
  • Keep the customer informed of any delays
  • Ensure closure confirmation after resolving any ticket


5. Ticketing Workflow (WhatsApp + Odoo System)


  • Customer sends request
  • System automatically:
    • Registers the request
    • Generates a unique Ticket Number
    • Sends confirmation to the customer
  • Ticket assigned to the responsible team
  • Customer receives updates automatically
  • Case resolved and closed after customer confirmation


6. Customer Responsibilities


To ensure service quality, customers are expected to:


  • Provide accurate and up-to-date information
  • Use registered phone numbers for WhatsApp support
  • Respond when additional information is needed
  • Use official communication channels only


7. Exclusions


The SLA does not cover:


  • Requests outside the service hours
  • Issues caused by external governmental entities
  • Technical failures due to customer misuse
  • Maintenance or services outside contractual scope


8. Performance KPIs


The Customer Service Department will be evaluated based on:

  • Response Time Compliance ≥ 95%
  • Ticket Resolution SLA ≥ 90%
  • Customer Satisfaction Score ≥ 85%
  • Complaint Closure within SLA ≥ 90%


9. Review & Updates


This SLA is reviewed every 6 months or in case of major process/system changes.