Provider: Dubai Smart Home (DSH), the trading name of Dubai Smart Home LLC, a mainland Dubai limited liability company, registered office at One Central, 8th and 9th Floor, Trade Centre 2, Dubai, United Arab Emirates.
1. SLA Tiers
DSH offers four tiers. The Customer chooses one tier per Site at the time of subscription.
1.1 Bronze
- Hours of cover: Sunday to Thursday, 09:00 to 18:00 UAE time, excluding UAE public holidays.
- Channels: email only.
- Use case: light-touch homes, second properties, holiday lets.
1.2 Silver
- Hours of cover: 24 hours a day, 7 days a week, including UAE public holidays.
- Channels: email and online ticket portal.
- Response: within 4 business hours for all severities.
- Use case: primary residence with no critical security or AV use case.
1.3 Gold
- Hours of cover: 24 hours a day, 7 days a week, including UAE public holidays.
- Channels: phone, email and ticket portal.
- Response: within 1 hour for P1 (critical) issues, 24/7.
- Use case: primary residence with cinema, gym, AV-heavy use, family voice control.
1.4 Platinum
- Hours of cover: 24 hours a day, 7 days a week, including UAE public holidays.
- Channels: phone, email, ticket portal, and a named account engineer.
- Response: within 1 hour remote for P1 critical issues.
- On-site attendance: an engineer dispatched to a Site within the Dubai metro within 4 hours for P1, 24/7.
- Use case: ultra-prime villa, public-facing principal, security-critical household.
The published price for each tier and the metro definition (typical metro = Dubai mainland plus Palm Jumeirah, Dubai Hills, Emirates Hills, Jumeirah, Al Barari, MBR City, and other developments at DSH's discretion) are set out in the subscription quote.
2. Severity Classification
DSH classifies every ticket into one of four severity levels.
- P1 (Critical): total loss of safety or security function, or total loss of a primary system. Examples: alarm not arming, intrusion or smoke detection offline, total loss of network and ISP backup, total loss of lighting in a primary residential zone, projector failure 30 minutes before a confirmed event.
- P2 (Functional loss): partial loss of function, with a workaround available. Examples: one zone of lighting unreachable, one of three displays offline, voice control failing in one room, intermittent dropouts on one device.
- P3 (Cosmetic): the system works but a setting, label, scene or visual element is wrong. Examples: keypad engraving wrong, scene name incorrect in app, schedule offset by an hour, audio volume mismatch on initial recall.
- P4 (Enhancement): a request for a new feature, scene, automation or integration. Examples: add a new movie scene, integrate a new lock, set up a new household member, add a holiday-mode automation.
DSH classifies each ticket on receipt and may upgrade or downgrade the severity after diagnosis. The classification is final once both parties agree it in the ticket.
3. Response and Resolution Targets
The table below sets the targets for each tier and severity. "Response" is the time from ticket creation to a human acknowledgement. "Resolution" is the time from ticket creation to a permanent fix or to a workaround that restores the function. Targets are tracked against ticket-system timestamps.
| Severity | Bronze response | Silver response | Gold response | Platinum response | Resolution target (all tiers) |
|---|---|---|---|---|---|
| P1 Critical | Next business day | 4 business hours | 1 hour, 24/7 | 1 hour remote, 4 hours on-site (Dubai metro), 24/7 | 8 hours |
| P2 Functional | 1 business day | 4 business hours | 4 business hours | 2 business hours | 2 business days |
| P3 Cosmetic | 3 business days | 1 business day | 1 business day | 4 business hours | 5 business days |
| P4 Enhancement | 5 business days | 3 business days | 2 business days | 1 business day | Scheduled by quote |
P1 resolution may require a manufacturer RMA or shipment of a replacement unit; in that case the resolution clock pauses while the unit is in transit and DSH installs a loan unit where practical (Gold and Platinum tiers).
4. RMM Tooling Stack
DSH uses a layered tooling stack to deliver the SLA. The stack may evolve and the current production set is:
- Network and infrastructure monitoring: Auvik and Domotz.
- Smart-home control platforms: Crestron Home, Control4 4Sight, Lutron RadioRA 3 cloud, Lutron HomeWorks QSX cloud.
- Solar and storage: SolarEdge Cloud monitoring, Tesla mobile app and gateway monitoring.
- Security and access: Hikvision, Axis or Avigilon cloud where the system is configured for it, plus Salto Space and Aperio cloud.
- Cinema and audio: JVC and Trinnov where remote logs are exposed by the manufacturer.
- Voice and AI: Josh.ai and Apple Home admin tools where allowed by the manufacturer.
The Customer authorises DSH to keep the relevant remote-access channels open for the term of the subscription, behind DSH's hardened network gateway.
5. Exclusions
The SLA does not cover, and the response and resolution clocks do not run, in any of the following cases:
(a) outages of Etisalat, du, or any other Internet service provider, including line cuts, throughput drops, CGNAT public-IP changes, and routing changes upstream of the Site router;
(b) outages of DEWA or other municipal utility, including planned and unplanned power cuts;
(c) outages of a third-party manufacturer cloud (for example Lutron cloud, Crestron Cloud, JVC services, Tesla services, SolarEdge Cloud, Apple services) that DSH cannot remediate from its side;
(d) any incident caused by a Customer or third-party change to the configuration without DSH's involvement;
(e) any device the Customer adds to the network without DSH's review;
(f) Force Majeure events as defined in the Master Terms of Service.
DSH will continue to log, troubleshoot and report on excluded events but will not credit time spent against the SLA.
6. Service Credits
If DSH fails to meet a response target in a calendar month, the Customer may claim service credits within 30 calendar days of the missed target. Credits are calculated against the monthly subscription fee for the affected Site.
- 1 to 2 missed targets in a month: 5% credit of the monthly fee.
- 3 to 5 missed targets in a month: 10% credit of the monthly fee.
- 6 or more missed targets in a month: 25% credit of the monthly fee.
Credits are issued against the next monthly invoice. Credits are the Customer's sole and exclusive financial remedy for missed SLA targets, except where applicable UAE law (including Federal Decree-Law No. 15 of 2020 on Consumer Protection) provides otherwise.
7. Reporting
DSH delivers the following reports to the Customer or the Customer's nominated representative:
- Monthly health report: uptime, ticket volume by severity, response and resolution against targets, firmware status, security alert summary, top three actions for the next month.
- Quarterly business review (Gold and Platinum only): reviewed in person or by video call, covers performance against SLA, hardware end-of-life roadmap, software roadmap (Lutron, Crestron, JVC, Trinnov, Tesla), capacity and capacity planning, and a refreshed three-month action list.
8. Escalation
If the Customer is not satisfied with the response from the on-call engineer, the escalation path is:
- Named Service Desk Lead, support@dubaismarthome.ae, +971 50 506 1871.
- Head of Service Operations, support@dubaismarthome.ae, +971 50 506 1871.
- Managing Director, support@dubaismarthome.ae, +971 50 506 1871.
The Customer may escalate at any time. DSH will acknowledge an escalation within 30 minutes during covered hours.
9. Maintenance Windows
DSH performs planned maintenance during a default window of 02:00 to 04:00 UAE time. DSH will give the Customer at least 7 calendar days' notice of any planned maintenance that is expected to interrupt service. Emergency security patching may be applied with shorter notice where the manufacturer's published advisory rates the risk as high or critical.
Time inside an announced maintenance window does not count against the response and resolution targets.
10. Termination and Data Portability
The Customer may terminate the SLA on 30 calendar days' written notice, with the subscription fee paid pro rata to the date of termination. DSH may terminate on the same notice for cause (including unpaid fees more than 30 days overdue).
On termination, DSH will:
(a) hand back administrator passwords and ownership records;
(b) deliver a final copy of the system documentation, including programming files where the Customer holds the licence;
(c) remove DSH-only remote-access tools from the Site network within 14 calendar days; and
(d) export ticket history and monthly reports to a folder of the Customer's choice (PDF and CSV).
Manufacturer-cloud accounts (for example SolarEdge, Tesla, Lutron, Apple) registered in the Customer's name remain with the Customer.
11. Last Updated
This SLA was last updated on 22 June 2026. DSH may update it from time to time and will give Customers at least 30 calendar days' notice of any material change. The Customer may terminate without penalty within that notice period if it does not accept the change.
For SLA enquiries, contact support@dubaismarthome.ae.