This Service Level Agreement (“SLA”) defines the level of service expected from Ahmed Kassem for accounting, ERP, and business consulting services. This SLA applies to all clients engaging through direct contracts, email, or freelance platforms such as Upwork or similar.
1. Scope of Services
This SLA applies to the following services:
- Accounting & Bookkeeping
- ERP Implementation & Support (Odoo and other systems)
- Financial Consulting & Advisory
- Audit & Compliance Services
- Virtual CFO & Business Strategy
Service scope is further defined in individual agreements, proposals, or platform contracts.
2. Service Availability
- Working Hours:
Sunday – Thursday: 9:00 AM – 6:00 PM (GMT+2 / Egypt Time) - Support Availability:
Critical issues may be handled outside working hours upon agreement. - Public Holidays:
Services may be limited during official holidays in Egypt, UAE, or KSA.
3. Response Time (SLA Commitment)
| Priority Level | Example Issues | First Response Time | Resolution Time |
|---|---|---|---|
| Critical | System down, ERP not working | Within 2–4 hours | Same day / 24 hours |
| High | Major functionality issue | Within 6 hours | 1–2 business days |
| Medium | Minor issue / reporting error | Within 12 hours | 2–3 business days |
| Low | General inquiries / enhancements | Within 24 hours | 3–5 business days |
4. Communication Channels
Clients can التواصل through:
- Email: Info@kasemCPA.com
- WhatsApp: +20 10 6600 8890
All requests must be clearly described to ensure proper handling.
5. Client Responsibilities
To ensure service quality, clients must:
- Provide complete and accurate data
- Respond to requests in a timely manner
- Approve deliverables and milestones promptly
- Ensure access to systems (ERP, accounting software, etc.)
Delays in client response may impact SLA timelines.
6. Service Delivery & Performance
- Services are delivered according to agreed timelines and scope
- Quality checks are performed before final delivery
- Continuous improvements are applied based on feedback
7. Incident Management
All issues are categorized based on priority:
- Critical: Immediate business impact
- High: Significant operational disruption
- Medium: Limited impact
- Low: No urgent impact
Resolution depends on complexity and system dependencies.
8. Escalation Process
If an issue is not resolved within the expected timeframe:
- Re-escalate via email or WhatsApp
- Priority level may be reassessed
- Immediate action plan will be provided
9. Data Security & Confidentiality
- All client data is handled with strict confidentiality
- Access is limited to authorized personnel only
- No data is shared without client approval unless legally required
10. Service Limitations
This SLA does not cover:
- Third-party system failures (hosting, plugins, external APIs)
- Delays caused by incomplete client data
- Force majeure events (natural disasters, outages, etc.)
11. Payment & SLA Validity
- SLA commitments are valid only for active clients with ongoing contracts or paid services
- Delays in payment may result in service suspension
12. Review & Updates
This SLA may be updated periodically to reflect improvements or service changes. Updated versions will be published on this page.
13. Contact Information
Ahmed Kassem