Shipping & Delivery Policy

1. Service Nature

Jooptics is a cloud-based software-as-a-service (SaaS) platform for optical management. As a digital service, there are no physical products to ship. However, this policy outlines our service delivery terms and any physical materials that may be provided.

2. Digital Service Delivery

Immediate Access

• Account Activation: Your account is activated immediately upon successful payment
• Login Credentials: Delivered instantly via email after registration
• Service Access: Available 24/7 through your web browser
• Setup Assistance: Available immediately upon request

Onboarding Process

• Welcome Email: Sent within 5 minutes of registration
• Training Materials: Available immediately in your dashboard
• Support Documentation: Accessible through our help center
• Video Tutorials: Available on-demand

3. Implementation Services

Standard Setup

• Self-Service: Immediate access to setup tools
• Guided Setup: Step-by-step instructions provided
• Basic Training: Available through video tutorials
• Email Support: Response within 24 hours

Premium Setup (Enterprise Plans)

• Dedicated Setup: 1-2 business days from purchase
• Data Migration: 3-5 business days depending on data volume
• Custom Training: Scheduled within 1 week of setup
• Priority Support: Response within 4 hours

4. Physical Materials (If Applicable)

Marketing Materials

Upon request, we may provide physical marketing materials:

• Business Cards: 5-7 business days (local), 10-14 business days (international)
• Brochures: 7-10 business days (local), 14-21 business days (international)
• Banners/Signage: 10-14 business days (local), 21-28 business days (international)

Hardware (Optional Add-ons)

If hardware accessories are ordered separately:

• Barcode Scanners: 3-5 business days (local), 7-14 business days (international)
• Receipt Printers: 3-5 business days (local), 7-14 business days (international)
• Tablet Stands: 2-4 business days (local), 5-10 business days (international)

5. Geographic Coverage

Primary Service Areas

• Middle East: UAE, Saudi Arabia, Jordan, Kuwait, Bahrain, Oman, Qatar
• North Africa: Egypt, Morocco, Tunisia, Algeria, Libya
• Other Regions: Available upon request

Local Support Centers

• Jordan: Primary support center in Amman
• UAE: Regional support for GCC
• Saudi Arabia: Regional support for GCC

6. Delivery Timeframes

7. Communication & Updates

Service Updates

• Feature Updates: Deployed automatically, no downtime
• Security Updates: Applied immediately as needed
• Maintenance: Scheduled during low-usage periods
• Notifications: Sent via email and in-app messages

Status Communications

• Setup Progress: Email updates every 24 hours
• Migration Status: Daily updates during migration
• Delivery Tracking: SMS and email for physical items
• Support Tickets: Response time guarantees based on plan

8. Special Circumstances

Holidays and Weekends

• Digital services remain available 24/7
• Support response times may be extended during holidays
• Physical shipments may be delayed during local holidays
• Setup services available by appointment on weekends

Force Majeure

• Service delivery may be affected by circumstances beyond our control
• Alternative delivery methods will be provided when possible
• Customers will be notified of any significant delays
• Service credits may be provided for extended outages

9. Service Level Agreement

Uptime Guarantee

• 99.9% uptime guarantee for all subscription plans
• Scheduled maintenance excluded from uptime calculations
• Service credits for downtime exceeding guarantee
• Real-time status monitoring available on our website

Performance Standards

• Page load times under 3 seconds globally
• API response times under 500ms
• Data backup completed daily
• Security monitoring 24/7

10. Contact Information

For questions about service delivery, please contact us: