Service Level Agreement (SLA)
PrimeXEG SLA: response time for critical issues within 2 hours.
Service Level Agreement (SLA)
Our commitment to providing fast and effective technical support to ensure your business success
Last updated: 2026-06-14
This agreement aims to clarify the expected response times from the PrimeXEG support team via WhatsApp. We are committed to providing the best technical support experience to ensure your business continuity without interruption.
📞 Contact Channels
💬 WhatsApp (Preferred)
+201500501503⏱️ Issue Classification and Response Times
| Type | Description | Response Time |
|---|---|---|
| 🔴 Critical | Complete failure preventing work or preventing invoice/sales issuance | Within 2 hours |
| 🟡 Normal | Issue affecting part of functionality with temporary workaround available | Within 24 hours |
| 🔵 Inquiries | Questions, guidance, and usage | Within 48 hours |
📝 Important Notes
- Response time means starting to handle the request and contacting you. Final resolution time may vary depending on the nature and complexity of the issue.
- Periodic maintenance may be performed to improve the service and add new features. We will notify you in advance of any scheduled maintenance.
- We work around the clock to ensure system availability and stability, and we always strive to exceed your expectations in speed and quality of support.