We believe that having a successful product means that we’re going to need a great customer support. It’s all about making sure customers get the right assistance, at the right time and with the right message.
Our Methodology in Supporting Clients
1
Customer Onboarding
Tending to customer needs and providing all the needed requirements to start up the account
2
Customer service
Reaching out to customers with something that benefits them before a problem occurs.
3
Customer success
Provide the hand-holding from the beginning until you hand-over the account to the client's account admin
Our SLA Scope with our Clients
We make sure to have a solid Service Level Agreement with the client which identifies our duties of to support Tier 2 and Tier 3 where we provide technical support and guidance for our clients throughout multiple channels to make sure they are getting the help needed. We also help support and field engineers to do Tier 1 to their users.
SLA Scopes we offer:
Standard Scope
Support Available 8 hours per day for 5 days a week
Response Time within 8 hours
Application integrated help (user guide)
Help Center FAQ
Email Ticketing (For Main Admin Only)
YouTube video library
Community Forum
Professional Scope
Support Available 8 hours per day for 5 days a week
Response Time within 4 hours
Application integrated help (user guide)
Help Center FAQ
Email Ticketing (For All Admins)
YouTube video library
Community Forum
Premium Scope
Support Available 8 hours per day for 5 days a week
Response Time within 1 hour
Application integrated help (user guide)
Help Center FAQ
Email Ticketing (For All Admins)
YouTube video library
Dedicated communication channel for the crucial stakeholders
Technical Advisory and Assistance
Community Forum
Note:
Our business hours are from 9:00 AM to 6:00 PM (UAE local time 'GMT +4' ) Sunday through Thursday, excluding holidays and national/religional occasions.
Knowledge Channels
Providing multiple channels to help our clients get the knowledge and guides needed