(EB-SLA-014) Applications Customization & Extensions Service Level Agreement
- Walid El Afifi
- May 12
- 5 min read
Updated: May 13
ID: EB-SLA-014
Introduction
This Service Level Agreement (“SLA”) governs how eBen FZE delivers and manages all application customization and extension requests initiated by Customers and Vendors using the eBen Platform. It applies to any work that falls outside the standard platform functionality, including but not limited to user interface adjustments, workflow automation, third-party integrations, new modules, or reporting enhancements. This SLA should be referred to whenever a stakeholder seeks to tailor, enhance, or extend the Platform’s capabilities.
The SLA includes clearly defined components such as:
Scope of Services covered
Request Submission Process and required documentation
eBen’s Service Level Commitments and Timelines
Cost Estimation, Testing, and User Acceptance criteria
Deployment procedures and rollback
Warranty and support provisions, including how changes after delivery are handled
Limitations of liability, termination clauses, and contact protocols
It ensures mutual clarity on responsibilities, delivery expectations, and service support, helping both parties manage resources and risks effectively.
1. SCOPE OF SERVICES
This section defines the types of customization and extension services that eBen FZE may provide to Customers or Vendors seeking to adapt the eBen Platform to their specific operational, branding, or technical needs. These services fall outside the platform’s default configuration and are initiated based on formal requests. They are scoped, priced, delivered, and supported under the terms set forth in this SLA.
1.1 Customization Services
eBen may provide custom modifications to its platform based on documented Customer requests, where such requests are aligned with the core architecture and policies of the eBen system. These modifications include, but are not limited to:
User Interface Adjustments:
Changes to the layout, design, labels, navigation, or overall user experience of the platform to better match the Customer’s branding or workflow preferences.
Custom Workflows or Business Rules:
Implementation of process automation, approval chains, or conditional logic to reflect the Customer’s unique business operations or compliance structure.
Analytics and Reporting Enhancements:
Development of customized dashboards, performance metrics, or report formats that go beyond standard reporting, enabling better data-driven decision-making.
Visual Identity and Branding Applications:
Incorporation of the Customer’s brand elements—such as logos, colors, and design themes—within the platform to deliver a seamless branded experience to end users.
1.2 Extension Services
eBen may develop new capabilities that extend the standard functionalities of the Platform in response to specific business needs or integration requirements. Extensions may include:
Third-Party Application or API Integrations:
Connection of the eBen Platform with external systems (e.g., HRMS, payroll, ERP, wellness tools) through secure APIs or middleware, ensuring seamless data exchange.
New Feature Modules:
Creation of entirely new platform modules that serve unique Customer use cases, such as benefits approval workflows, reward distribution engines, or user role dashboards.
Advanced Business Logic Layers:
Development of layered logic for dynamic segmentation, eligibility rules, complex condition handling, or escalation workflows beyond standard capabilities.
2. SERVICE LEVEL COMMITMENTS
This section outlines eBen’s response and resolution time targets based on the nature and priority of the customization or extension request. It ensures a transparent and predictable delivery process.
For High priority issues, such as errors in newly delivered modules or failed integrations, eBen will respond within 1 business day and work toward a resolution within 3 to 5 business days, depending on complexity and impact.
For Medium priority issues, which may include user experience inconsistencies, layout corrections, or performance improvements, eBen will respond within 2 business days and target resolution within 7 to 10 business days.
For Low priority items, such as visual enhancements, cosmetic changes, or non-urgent feedback, eBen will respond within 3 business days. These requests are generally added to the product backlog or roadmap, and resolution timing will depend on resource availability and development schedule.
Business hours are defined as Sunday to Thursday, 08:00 to 18:00 Gulf Standard Time (GST), excluding public holidays observed in the UAE.
3. REQUESTING CUSTOMIZATIONS OR EXTENSIONS
This section describes how Vendors and Customers can submit formal requests for customization or extension work.
Submission Process: Requests must be submitted to support@eben.work or through eBen’s official request portal.
Required Information: Each request should include:
A clear description of the requested feature or change.
Business purpose and expected outcomes
Any technical documentation, specifications, or APIs
- Desired timeline and urgency level
Approval Before Work Begins: No work will commence until:
- All requirements are documented and signed off
- eBen provides a cost estimate based on internal analysis
- The Customer accepts the scope, effort, and pricing in writing
Scope Changes: Any modification post-approval will require a new request and formal change control cycle.
4. INTERNAL TESTING & USER ACCEPTANCE
This section ensures that all custom work is properly tested before and after release.
Internal QA: eBen will perform internal testing to ensure feature stability, correct logic, and UI consistency.
User Acceptance Testing (UAT): The Customer is granted up to 10 business days for UAT, to confirm the functionality, business logic, and usability of the customization.
Sign-Off: The customization will only be deployed to production upon formal UAT approval. If waived by the Customer, post-deployment responsibility lies with the Customer.
5. CUSTOMER RESPONSIBILITIES
This section outlines the Customer's obligations for successful delivery.
Appoint a designated project liaison
Submit timely and complete documentation
Review and approve deliverables promptly
Provide required credentials, API access, and internal coordination
6. DELIVERY, COST & DEPLOYMENT
This section explains the delivery process and associated costs.
Cost Estimation: All custom work is subject to eBen's internal evaluation and quotation. Costs must be approved before initiation.
Deployment Timing: Once approved and tested, eBen will coordinate deployment in an agreed window to minimize business impact.
Rollback Policy: If production issues arise, eBen will restore the last known stable version.
IP Ownership: Unless otherwise agreed, all developed features remain the intellectual property of eBen.
7. WARRANTY & SUPPORT FOR UPDATED REQUIREMENTS
This section defines support coverage for delivered work and handling of updates or future changes.
30-Day Warranty: All customizations are covered by a 30-day warranty post-deployment or UAT sign-off (whichever is earlier).
Included Fixes: eBen will resolve scope-related defects, unexpected regressions, or misaligned logic at no additional cost within the warranty period.
Exclusions: The warranty excludes:
Changes in requirements post-delivery
Third-party disruptions or customer-made edits
Updated Requirements: Any change in requirements after deployment is treated as a new request, requiring new documentation, cost estimation, and approval.
Post-Warranty Support: After the 30-day period, issues are handled under standard support SLAs or billed separately.
8. LIMITATION OF LIABILITY
eBen is not liable for:
Delays caused by Customer-side dependencies
Failures due to third-party systems or code
Indirect or consequential losses due to customization outcomes
9. TERMINATION & SLA MODIFICATIONS
Either Party may terminate a work engagement with 15 days' notice, provided no live deployment or pending milestone is affected.
eBen may revise this SLA periodically. Updated versions will be published on the official website and shared with active Customers.
10. SUPPORT & CONTACT
For support and inquiries:
Email: support@eben.work
Hours: Sunday–Thursday, 09:00 to 18:00 UAE Local Time.
11. ACCEPTANCE
By submitting a customization Help Desk Service Request, the Customer agrees to the terms and conditions set out in this SLA.