This SLA applies to the Tawqi3i eSignature service as outlined in the applicable Order Form. It defines the service levels, availability commitments, and support responsibilities related to Tawqi3i’s digital signature platform, including the web interface, mobile app, workflow engine, and developer APIs.

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1. Service Scope

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This SLA applies to the following components of the Tawqi3i eSignature platform:

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• Tawqi3i Web & Mobile Applications Includes signature workflows, user and organization management, audit trails, and document preparation tools.

• Tawqi3i API Developer-facing API services for integration with third-party systems (CRM, ERP, HRMS, etc.), automation, and backend orchestration.

• Enterprise Trust Services Trusted services for identity verification, qualified digital certificates, long-term signature validity, and audit logs - tailored for regulated entities such as banks, insurance companies, and government institutions.

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​​2. Availability and Uptime

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• Uptime Commitment: 99.9% monthly uptime for core services, excluding scheduled maintenance and force majeure.

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• Scheduled Maintenance: Up to 8 hours per month, communicated with a minimum of 48 hours’ notice via email or platform dashboard.

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• Service Hours: 24×7 availability for all platform components.

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3. Incident Classification & Response Times

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Tawqi3i classifies issues into severity levels with associated initial response times:

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4. API Usage & Rate Limits

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• Standard Use: Fair-use policy applies for typical business workflows.

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• Custom Throughput: Large-scale clients may request custom TPS (transactions per second) limits in the Order Form.

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• Monitoring & Reporting: Tawqi3i provides API analytics and usage reports upon request.

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5. Security & Compliance

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Tawqi3i ensures enterprise-grade data protection and legal compliance:

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• Encryption: Encryption at rest, TLS 1.2+ for data in transit.
   

• Audit Trail: Immutable logs, timestamping, IP logging, and signer identity authentication details.

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• Compliance Framework:

1. Jordan E-Transactions Law.

2. SANAD integration for verified digital identity.

3. Long-Term Validation (LTV) support for digitally signed documents.
    

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6. Data Retention & Document Integrity

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• Signed Documents: Retained securely for 10 years unless otherwise agreed.

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• Metadata & Audit Logs: Retained for 3 years to support audits and compliance.

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• Document Hashing: SHA-256 hashing ensures post-signature integrity.

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• Export Capability: Customers can export documents via dashboard or API.
   

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7. Platform Updates

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Tawqi3i may release periodic updates, performance improvements, or security patches. Updates will not materially reduce existing functionality. Critical changes will be communicated in advance when applicable.

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8. Support Availability

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• Standard Support Hours: Sunday–Thursday, 08:00–18:00 (GMT+3) Support via email or support portal.

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• Emergency Support (Severity 1): Available 24/7 for Critical issues affecting system availability or core functionality.

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• Premium Support (Optional): Includes dedicated account manager, prioritized escalation, extended support hours, and technical onboarding.