Our SLAs remain consistent whether it's Ramadan, Hajj, Eid, summer spikes, or any other peak travel period. We do not reduce service levels during high-demand windows. Xeni maintains 24/7 on-call support for both customer booking issues and technical support year-round.
Critical (P1): < 15 mins of acknowledgment, <1 hour of resolution target for issues within Xeni Systems and its partners.
HIGH (P2): < 30 mins of acknowledgment, <3 hour resolution target.
Medium (P3): < 45 mins of acknowledgment, <6 hour resolution target.