Need help?
Start here.
Choose the right support channel, set the issue priority, and follow it through resolution. Critical incidents have a first-response target starting at one hour.
How do you reach support?
Use the channel that best matches the issue. For non-critical cases, the ticket system is recommended because it keeps the report and all updates in one place.
Think an SLA target was missed?
Contact us directly on WhatsApp at 201016001212 so the case can be reviewed and escalated.
How do you open a useful support ticket?
Better information usually means faster diagnosis. Follow these steps:
Open the support request
Use the ticket system from your control panel.
Describe the issue clearly
Include screenshots, error messages, reproduction steps, and the module or process affected.
Choose the correct priority
Select Critical, High, Medium, or Low based on the actual operational impact.
Follow the case through closure
Respond to requests for information or testing and follow updates until the issue is resolved or the next action is agreed.
What does standard support cover?
Standard support covers system faults and operational issues within the service scope. Customization, new development, workflow changes, and requests outside the standard product are assessed separately.
When do we respond, and what is the resolution target?
Response times depend on business impact. The table below shows the first-response and resolution targets for each priority.
| Priority | First response | Resolution target |
|---|---|---|
| Critical | Within 1 hour | Within 24 hours |
| High | Within 2 hours | Within 48 hours |
| Medium | Within 4 hours | Up to 5 business days |
| Low | Within 8 hours | Up to 7 business days |
First response is not the same as resolution
First response means the report has been received and assessment has started. The resolution target is the target timeframe for addressing the issue according to its priority.
How should you set the issue priority?
Complete outage or failure of an essential function that prevents operation. Core operations are stopped.
A large portion of functionality is affected or severe slowdown is present. Work continues, but materially degraded.
A non-essential function is affected while core operations continue.
A minor issue with no direct effect on core use.
What happens when a case needs escalation?
Support team
Receive and acknowledge the case, gather information, and perform initial diagnosis.
Technical manager
Bring in additional resources and senior engineers and review the resolution plan.
Senior management
Intervene when required to accelerate resolution and reduce further business impact.
Help us resolve it faster
Send accurate details, screenshots or logs where available, and reproduction steps. We may request a test environment or additional information to complete diagnosis.
Need to request a refund?
14 days for an eligible first paid subscription
If your subscription is eligible under the Refund Policy, you can request a refund of the core subscription fee within the first 14 days. The request is processed within a maximum of 5 business days after eligibility and payment details are verified.
- Submit the request using the email address registered to the company account.
- The guarantee covers the eligible core subscription fee only, not completed implementation, training, or consulting services.
- It applies only to an eligible first paid subscription, not renewals.
- Under the current policy, it does not apply if the free trial was used within the previous 30 days.
Support FAQ
Have an issue? Start with a clear support request.
Send the details, set the priority, and we will follow the case under the Service Level Agreement.