Scope
The agreement may cover the Raqeem platform, applications, APIs, and related services according to the subscribed offer.
A general framework covering availability, maintenance, support response, responsibilities, and exclusions.
Last updated: July 31, 2026
This page is informational and does not create a standalone contractual commitment. The signed agreement prevails, and no unverified uptime percentage or service credit is stated here.
The agreement may cover the Raqeem platform, applications, APIs, and related services according to the subscribed offer.
The target and calculation method are defined in the approved contract or offer. No unverified numeric commitment is published here.
Planned work may be performed with advance notice where possible and with efforts to reduce impact.
Immediate work may be required to protect the security or stability of the service.
Requests may be classified as critical, high, medium, or low based on actual impact and affected functions.
Targets depend on the plan, support hours, and priority. A response target is not necessarily a resolution time.
These include operation, monitoring, incident handling, security updates, and agreed backup arrangements.
These include managing access, protecting credentials, maintaining suitable connectivity, and reporting issues accurately.
Issues caused by local connectivity, power, user devices, third parties, force majeure, or misuse may be excluded.
Incidents are prioritized, communicated, mitigated, restored, closed, and documented according to their significance.
Institutions may request plan-specific details, including support hours, priorities, and measurable service targets.
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