Weka Accounting System — Service Level Agreement
Last updated: 18 October 2026 — Version 1.0
1. Scope and Definitions
The Company commits to making the Weka system available at least 99.5% of each month, and compensates the Subscriber with service credits if it falls short.
1.1 This Agreement forms part of the Terms and Conditions and applies to paid plans only. It does not apply to trial or free periods or to demo environments.
1.2 Definitions:
- Service Available: The Subscriber can log in, issue invoices, and submit them to ZATCA.
- Downtime: A period during which the Service is unavailable to all or most Subscribers, according to the Company's monitoring logs.
- Month: A calendar month, measured in minutes.
- Service Credit: A discount applied to the Subscriber's account at the next renewal; it is not redeemable for cash.
2. Availability Target and Calculation
2.1 Target: Availability of no less than 99.5% of the minutes in each month, equivalent to no more than approximately 3 hours and 39 minutes of downtime per month.
2.2 Calculation:
Availability % = (Minutes in the month − Counted downtime minutes) ÷ Minutes in the month × 100
2.3 Not counted as downtime:
- Scheduled maintenance announced in accordance with Clause 3.
- Outages of ZATCA's FATOORA platform or any other external government service. In such cases, the system saves invoices and resubmits them automatically once the platform is back.
- Problems with the Subscriber's internet connection, devices, or network.
- Suspension due to non-payment or breach of the Terms.
- Force majeure as defined in the Terms and Conditions.
- Attacks that exceed reasonable protective capacity despite the necessary controls being in place.
3. Maintenance
3.1 Scheduled maintenance: Performed between 12:00 midnight and 5:00 a.m. Riyadh time and announced at least 48 hours in advance. Its total shall not exceed 8 hours per month.
3.2 Emergency maintenance: May be performed without prior notice to close a security vulnerability or address a defect that threatens data, with the Subscriber notified as soon as possible. It counts as downtime unless caused by one of the exclusions in Clause 2.3.
3.3 The Company avoids maintenance during the last two days of each month and during tax-filing periods wherever possible.
4. Technical Support and Response Times
4.1 Support channels: The ticketing system within Weka, email at [email protected], and WhatsApp at 0530339595.
4.2 Working hours: Sunday to Thursday, 9:00 a.m. to 5:00 p.m. Riyadh time. Critical-priority support is available around the clock.
4.3 Priority levels:
| Priority | Description | First response | Target resolution or workaround |
|---|---|---|---|
| Critical | Complete system outage, inability to issue invoices or submit them to ZATCA for all Subscribers, or a security incident | 1 hour, around the clock | 4 hours |
| High | A core function unavailable to a Subscriber with no workaround, such as being unable to make sales or print | 4 business hours | 1 business day |
| Medium | A defect in a function that has a temporary workaround, or an error in a report | 1 business day | 5 business days |
| Low | Inquiries, training requests, feature suggestions | 2 business days | According to the development roadmap |
4.4 The Company sets the priority based on actual impact, and the Subscriber may request an escalation by stating the reason.
4.5 Free support does not include data entry on the Subscriber's behalf, accounting or tax advice, or system customization.
5. Backup and Recovery
5.1 A full backup is taken daily and stored at separate sites inside Saudi Arabia, in addition to an encrypted copy for disaster recovery.
5.2 Recovery Point Objective (RPO): 24 hours in the event of a major disaster.
5.3 Recovery Time Objective (RTO): 8 hours from the declaration of a disaster.
5.4 The Company tests backup restoration at least once every 3 months and records the results.
5.5 Restoring an individual Subscriber's data: If a Subscriber deletes data by mistake, it may request restoration from a backup no older than 30 days. The first restoration in each year is free of charge; subsequent restorations are subject to the published fee.
6. Service Credits
If monthly availability falls below the target, the Subscriber receives a service credit equal to a percentage of that month's fees:
| Monthly availability | Service credit |
|---|---|
| 99.0% to less than 99.5% | 5% |
| 97.0% to less than 99.0% | 10% |
| 95.0% to less than 97.0% | 20% |
| Less than 95.0% | 30% |
6.1 How to claim: The Subscriber submits a request through the support system within thirty (30) days of the end of the month concerned. The Company responds within ten (10) business days, based on its monitoring logs.
6.2 Total credits in any one month shall not exceed 30% of that month's fees. For annual subscriptions, the monthly fee is calculated by dividing the annual fee by 12.
6.3 Termination for repeated failure: If availability falls below 95% in two consecutive months, or in three months within any twelve-month period, the Subscriber may terminate the subscription and receive a refund of the amount corresponding to the remaining period.
6.4 The service credits and termination right in this clause constitute the compensation for reduced availability, without prejudice to the provisions of the Terms and Conditions on liability for fraud, gross negligence, or data breaches.
7. Subscriber Obligations and Incident Notification
7.1 Subscriber obligations:
- Use an up-to-date browser and a stable internet connection.
- Report issues through the approved channels with a clear description and screenshots of the error where possible.
- Keep contact details up to date in order to receive notifications.
- Export important data periodically as a precaution on its part.
7.2 Incident notification: The Company publishes the service status, system-wide outages, and the expected time to repair by email, WhatsApp, and in-app notice. After every critical incident, it issues a brief report on the cause and preventive measures within five (5) business days.
7.3 Review: The Company reviews this Agreement at least once a year. No commitment in it may be reduced except in accordance with the amendment provisions of the Terms and Conditions, namely with thirty (30) days' prior notice and a right to terminate.
This Agreement is drawn up in Arabic; in the event of any conflict, the Arabic text prevails over this English translation.