Frequently asked questions

Each package gives you a number of remote support hours and a number of on-site visits, valid for the period of your subscription. The exact figures are shown on every package card and on the package page.

Work our engineers do without travelling to you - remote sessions, configuration, email and account problems, troubleshooting. It is measured in hours and deducted from your remote support balance.

One appointment at your premises. A visit covers up to five hours on site, counted from the moment the engineer arrives. Time beyond that is billed by the hour.

You open a ticket from the customer portal. An engineer receives it, which starts your response clock, then solves it remotely or arranges a visit. You can follow every step from the portal.

Only when the engineer arrives and marks the visit complete. Booking an appointment holds a visit for you but charges nothing, and a booking that never happened is released. Time passing never charges you.

Your customer portal shows used hours, used visits, visits currently held for a booked appointment, and what remains.

You can buy extra hours or extra visits on your current package, or renew for a new period. Talk to us and we will set it up.

An agreed target for how quickly we respond to and resolve a ticket, based on its priority. Time we spend waiting for information from you does not count against it.

A renewal starts a fresh period with a fresh balance. Your old period keeps its own history exactly as it was - nothing is carried over and nothing is rewritten.

Saturday to Thursday, 9:00 to 17:00, except public holidays. Friday is for emergencies only, on +20 109 014 4009.

Visits included in support packages cover the Greater Cairo area. Outside it we can arrange a separate paid visit subject to availability - and remote support works from anywhere.

Bank transfer and the electronic methods available at order time; online payment on the website activates the moment a payment provider goes live. Every order gets an official invoice.

Yes. Every order is invoiced, and when you need a registered tax invoice you request it from the invoice itself and we provide it with its official reference.

It depends on your package and the priority of the request - each package carries agreed response times (SLA) that the system tracks by itself. Critical issues always come first.