Support Services

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 7 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 24 hours per day for 7 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

    Email

    Chat Bot

    Help Center

    Video Tutorials

    Documentation & Guides

    FAQ

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