Expert Technical Support Terms
Version 2.0 — Last updated 18 August 2026. Mandatory Saudi law and any non-waivable customer rights prevail over conflicting contractual language.
These terms govern specialist engineering support purchased by expert-hour through SBCMI Store.
Rate, minimum booking and increments
The standard base rate is USD 2,800 per expert hour. The storefront may present the corresponding fixed EUR or GBP price book selected for the order. The minimum booking is two expert hours. After the minimum, additional time is recorded and billed in 30-minute increments unless the order states another measurement method.
100% payment before work
Full cleared payment for the booked block is required before scheduled work begins. A booking is not a guarantee of an immediate response time unless a written service level or emergency-response commitment is expressly purchased.
Nature of professional service
The fee is for specialist professional time, analysis and engineering effort. It does not guarantee complete resolution within a specific number of hours unless a separate fixed-scope statement of work expressly guarantees a defined deliverable.
Service disciplines
Support may include industrial software troubleshooting, APIs and integrations, database performance, infrastructure review, industrial systems architecture, remote incident analysis and configuration assistance.
Emergency and out-of-hours requests
Emergency, overnight, weekend, public-holiday or accelerated-response work is subject to expert availability and may carry a separately disclosed premium. No premium is charged unless the customer receives and accepts the applicable price before the work.
On-site services
The standard hourly rate is for remote expert work. On-site engineering requires a separate written scope and may include minimum day charges, travel, visas, accommodation, local transport, insurance or site-induction costs.
Customer responsibilities
The customer must provide authorized access, accurate technical information, backups and suitable change approvals. SBCMI is not responsible for delays caused by missing access, inaccurate information or third-party systems outside the agreed support scope.