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After creating an account, you'll be able to track your payment status, track the confirmation and you can also rate the tour after you finished the tour.
Username*
Password*
Confirm Password*
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Last Name*
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* Creating an account means you're okay with our Terms of Service and Privacy Statement.
Please agree to all the terms and conditions before proceeding to the next step

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Service Level Agreement (SLA)

Service Level Agreement (SLA) for Alkarim Voyage

1. Introduction

This Service Level Agreement (SLA) outlines the expectations and responsibilities between Alkarim Voyage and its users regarding the services provided on the website (alkarimvoyage.com).

2. Scope of Services

The services covered by this SLA include:

  • Booking management
  • Customer support
  • Website uptime and availability
  • Maintenance and updates
  • Data security and privacy

3. Service Performance

  • Availability: The website will maintain an uptime of 99.5% per month, excluding scheduled maintenance.

  • Response Times:

    • General inquiries: Respond within 24 hours.
    • Booking issues: Respond within 12 hours.
    • Emergency support: Respond within 2 hours.

  • Resolution Times:

    • General inquiries: Resolve within 72 hours.
    • Booking issues: Resolve within 24 hours.
    • Emergency support: Resolve within 4 hours.

4. Maintenance and Support

  • Regular maintenance will be scheduled monthly, with users notified at least 48 hours in advance.
  • Support will be available via email, phone, and live chat during business hours (9 AM – 5 PM GMT).

5. Customer Responsibilities

Users are responsible for:

  • Providing accurate information during the booking process.
  • Informing Alkarim Voyage of any issues promptly.
  • Adhering to all terms and conditions of service.

6. Data Security and Privacy

Alkarim Voyage will:

  • Implement appropriate security measures to protect user data.
  • Comply with relevant data protection regulations.

7. Penalties for Non-Compliance

In the event that the service levels outlined in this SLA are not met, Alkarim Voyage will offer the following compensations:

  • Service Credit: Users may receive a credit for future bookings equivalent to a percentage of the service fee based on the severity of the issue.

8. Review and Amendments

This SLA will be reviewed annually and may be amended as necessary. Users will be notified of any changes.

9. Contact Information

For any queries related to this SLA, please contact:

Proceed Booking