SLA & support
What SLA and support model should a GCC LMS RFP require?
Define severity levels, response/restore targets in your business hours timezone, escalation paths, and named support language coverage.
A usable SLA for regional buyers states: severity definitions, response and restore targets (often in GST/AST business hours), maintenance windows, escalation contacts, and whether L1 support is available in Arabic and English. Avoid vanity “99.99%” claims without measurement method and exclusions. Align support hours with when your learners and admins actually work.