Support service levels
Last updated: 2026-08-26
This document describes the support service levels the ilaf platform enforces and measures on the support desk inside your workspace. What ilaf owes you as a subscriber is set by your signed agreement, which prevails over anything here.
What this covers, and what it does not
It covers tickets raised to your workspace desk by the people it serves: founders, partners, and visitors using the public report page. The platform computes the clocks and records the breaches; the desk that answers is yours.
It does not cover the availability of the platform itself. No uptime percentage and no service credits are published here, and none will be published before an independent measurement exists to support it.
Two clocks per ticket
Every ticket starts two clocks the moment it is opened: a first-response deadline and a resolution deadline. They run independently, so a fast reply does not stop the resolution clock, and resolving the ticket stops both.
The published targets
Deadlines are counted in business hours, not wall-clock hours, against the workspace calendar described below.
- First response within 4 business hours for technical faults and complaints.
- First response within 24 business hours for every other type: inquiry, suggestion, appointment, speaker request, event request.
- Resolution within 72 business hours, for all types without exception.
Business hours
The default calendar is Sunday to Thursday, 09:00 to 17:00, Riyadh time. An hour outside that window is not counted against the desk.
Each workspace may set its own calendar: timezone, working days, and the start and end of the working day. Change the calendar and the deadlines move with it, so the figures above are the default rather than the limit.
What happens on a breach
The platform sweeps open tickets every 15 minutes and stamps any ticket that has passed either deadline with the time it passed. A breach is recorded, is not erased, and is visible to the desk team on its tracking strip and in its reports.
A ticket approaching its deadline with no reply yet is flagged 4 hours before it falls due, so the warning arrives before the miss rather than after it.
Changing this document
The figures on this page are the values the platform actually runs on. If they change in the product they change here with them, and the updated date at the top moves.