Support Channels and Working Hours Print

Support Channels, Priorities, and Response Targets

Channels

1. Tickets: 24/7 (recommended for all issues)

2. Phone: working hours 9:00 AM – 5:00 PM Cairo time

3. WhatsApp / Live Chat: pre-sales only

Priority guidelines (how to choose)

1. Critical: site/app/service is down or severely impacted (many users, production outage)

2. High: major functionality blocked, but workaround may exist

3. Medium: partial issue or non-urgent technical request

4. Low: general question, guidance, minor request

Industry-standard response targets (first response)

Use these as practical expectations for ticket triage (we may reclassify priority if misused):

1. Critical: within ~30 minutes

2. High: within ~1 hour

3. Medium: within ~4 hours

4. Low: within ~1 business day

Major outage recovery commitment

If there is a hardware failure or major outage, we restore the latest available off-site backup into a new machine in under 120 minutes, whenever possible.