Service Level Agreement

The Saudi Data & AI Authority (SDAIA), with the goal of achieving customer satisfaction, is pleased to share the Service Level Agreement and standards with you, aiming to facilitate access to services, improve service quality at all times, and offer prompt support. SDAIA is also committed to periodically assessing the performance of services provided and implementing continuous improvement measures.

Assistance and Technical Support

You can contact technical support and file a report 24/7 through the communication channels.

Communication Channels

Reports, inquiries, and complaints submitted through the approved communication channels are responded to and processed according to the following:

Privacy and Information Confidentiality

The Saudi Data & AI Authority (SDAIA) places great emphasis on maintaining the privacy and confidentiality of users’ information and on implementing data privacy policies. For more details, visit the Privacy Policy.

Services Restrictions

Service level agreement is not applicable in the following cases:

• Service interruption caused by a third party.
• Force majeure, situations the service provider has no control of, or in the event of catastrophic conditions in the service provider's facilities.
• Planned interruption of the provided services resulting from maintenance work.
• If the customer provides wrong data to the service provider.

Level of Services

Services are provided according to the following levels: