Something not working? Tell us.
Open a ticket at any time, in Arabic or English, or message us on WhatsApp or call. You do not need to know the technical terms.
24/7 support by ticket, under your SLA
Not a client yet? Request a free 30-minute call
Open a ticket, or talk to a person.
Open a ticket at any time, 24/7, as set out in your SLA. To talk to a person, message us on WhatsApp or call. On WhatsApp you can also send a photo of an error message.
Tickets: 24/7, every day, handled under your SLA. WhatsApp messages and calls are not logged as tickets.
What to include in your ticket
A few details help us understand the problem and start in the right place.
- Your companySo we know whose systems to look at.
- The locationWhich office, branch or site.
- What happenedWhat you were doing and what you saw.
- Since whenWhen it started, and whether it keeps happening.
- A photo of any error messageA phone photo of the screen is fine.
- How many people are affectedOne person, a team or everyone. This helps us judge how urgent it is.
Put it all in one ticket, in Arabic or English.
How we handle a problem.
Urgent problems are prioritised ahead of routine ones.
Open a ticket, or we spot it
You open a ticket, and our system checks can also alert us to a problem.
Decide how urgent it is
We prioritise requests by urgency using the response times in your agreement.
Fix it
We work remotely where possible or arrange a visit within the attendance times in your agreement.
Confirm it is resolved
We check with the person who reported the problem and record the outcome, making recurring issues easier to identify.
Response times are agreed in your contract.
We agree response times in your support contract, with urgent problems given priority. We report on how we perform against those times.
Your agreement explains what support is included and how quickly we respond.
Response time means when we start helping; the time needed to fix a problem depends on the issue.
For your IT team: the service level agreement
- Service level agreement (SLA)
- Your agreement sets out response times by priority — an SLA — and we report against it. It states when we start work on a request, not how long a fix takes, because that depends on the fault. Urgent problems are prioritised ahead of routine ones.
At a glance
- Tickets
- 24/7, every day
- Response times
- As set in your SLA
- Talk to a person
- WhatsApp or phone
- Languages
- Arabic and English
- Coverage
- Across Egypt and remotely
Support, training, written records and reports are available in Arabic and English.
Start with a free 30-minute call.
Tell us what you need, with no obligation to continue.