Sanam — Service Level Statement
Version: v1.0
Last updated: 24 July 2026
Applies to: the Sanam platform, the operator and reseller portals, and the booking and settlement functions that run on them.
Operators and resellers run real bookings on Sanam, so it matters that the platform is available, that we answer quickly when something breaks, and that we handle maintenance without surprising you. This statement sets out the service levels we work to — a target for availability, response targets for support, how we handle planned work, and what these targets mean in practice. It is written to be honest about an early-stage platform: it tells you what we commit to as operational practice and where the binding contractual position sits. It is published by Sanam Experiences (شركة سانام إكسبيريانس), Commercial Registration 7054775262, Kingdom of Saudi Arabia.
#1. What this statement is, and what it is not
1.1 This statement describes the service levels Sanam works to and the operational practice you can expect from us. It applies alongside our Terms of Service and Operator or reseller agreement.
1.2 These are targets and operational commitments, not absolute guarantees. Except where a signed agreement with you expressly says otherwise, the targets here are commitments of effort and practice, and the promises Sanam makes about the service, together with the limits of liability, are the ones in section 15 and section 16 of the Terms of Service and the equivalent sections of the Operator Agreement. This statement does not enlarge those promises or those limits, and it does not create a right to a service credit unless a signed agreement provides one.
1.3 We would rather state a real target than a number we cannot stand behind. As the platform matures we expect to raise these targets, and we will update this statement when we do.
#2. Availability
2.1 Target. We aim for the platform to be available 99.5% of each calendar month, measured across the core booking, account and settlement functions.
2.2 What the target excludes. Availability is measured net of: planned maintenance notified under section 4; disruption caused by systems outside our control — a payment provider, an OTA, a reseller system, connectivity or hosting infrastructure; and events genuinely outside our reasonable control, such as a natural disaster, a serious network failure, or an action of an authority. These exclusions match how responsibility is allocated in the Terms of Service.
2.3 The platform is provided as it is at the time you use it. We do not promise it will be uninterrupted or error-free, and section 1.2 governs what happens if a target is missed.
#3. Support and response targets
3.1 You can reach us at support@sanam.travel for issues affecting your account, and at operations@sanam.travel for wider or commercial matters. Support is offered during our normal business hours in the Kingdom of Saudi Arabia; we monitor for critical incidents outside those hours.
3.2 We aim to acknowledge a report and begin work within the following targets, judged by the impact of the issue, not the volume of messages:
| Severity | What it means | We aim to acknowledge within |
|---|---|---|
| Critical | The platform, or booking or settlement, is down or unusable for many users | 4 business hours, and we begin work immediately once aware |
| High | A core function is seriously impaired for you, with no reasonable workaround | 1 business day |
| Normal | A function is faulty or degraded, with a workaround available | 2 business days |
| Low | A question, a minor issue, or a request for a change | 3 business days |
3.3 These are targets for our first response and the start of work, not promised times to a fix. How long a fix takes depends on the cause, and some fixes depend on a third party — a payment provider or an OTA — whose timing we do not control. We will keep you informed while we work an issue, and we will tell you honestly when a cause sits outside our systems.
#4. Planned maintenance and changes
4.1 We maintain and improve the platform, which sometimes needs planned work that briefly affects availability.
4.2 Where planned work is likely to affect you, we give reasonable advance notice and schedule it, where we can, for lower-traffic periods. Routine, low-risk changes that do not interrupt service may be released without notice.
4.3 Rarely, we may need to act at short notice to protect security, data or the integrity of the platform — for example an urgent security fix. Where we do, we act to restore normal service as quickly as we reasonably can and tell you what happened.
#5. When a live booking is affected
5.1 If an incident affects bookings that are already confirmed, restoring the booking and settlement path is our first priority, and we work it as a critical issue under section 3.
5.2 An incident on our side does not change who bears a refund or a cost under the Terms of Service and the Operator Agreement; it changes only how quickly we work to put the service right. Money already due on either side remains due.
#6. Status and communication
6.1 During a significant incident we will tell affected account holders what is happening, what is affected, and what to expect next, and we will confirm when normal service is restored. We would rather tell you plainly that something is broken than let you find out from a failed booking.
#7. Changes to this statement
7.1 We may update this statement as the platform matures and as we raise these targets. When we do, we change the version and the "Last updated" date. The current version is the one that applies.
Sanam Experiences · Commercial Registration 7054775262 · Kingdom of Saudi Arabia
*Service Level Statement v1.0 — last updated 24 July 2026.*