How our support works
The real process, exactly as the system runs it - and exactly when it touches your balance.
Getting set up
Once, at the beginning.
You choose a support package
Prepaid remote hours and on-site visits, sized to how much cover you need.
Nothing is used yetYour account is set up
Portal access arrives with the package, so you can see your balance from day one.
Nothing is used yetWhen something needs fixing
Every time, for as long as you are with us.
You ask us
Open a ticket, or send a request for an engineer on site - both from the portal, in your own words.
FreeWe receive it
An engineer takes ownership. That is the moment your response time is stamped. A request is answered with a yes or a reason - never silence.
FreeRemote support first
Most issues are solved from our desk, without anybody travelling.
Uses remote hoursWhen an engineer has to come to you
The part customers ask about most - so here is every step of it.
We propose appointment times
With an engineer assigned to each one.
FreeYou approve one
A visit is held for you. Held is not spent - you can still cancel it.
1 visit heldThe engineer arrives
Recorded on site, by the engineer. Never filled in afterwards by anyone else.
Still only heldThe engineer completes the work
This is the only moment a visit is charged - one visit, covering up to five hours on site.
1 visit chargedIf the appointment never happens - you fixed it yourself, or it was cancelled - the held visit goes straight back. A booking that did not happen is never charged, and time passing charges nothing at all.
Afterwards
What you can see, and what happens next.
The resolution is recorded
Remote, on site, or solved by you - and "solved by you" costs nothing.
Your balance updates
Used, held and remaining - visible to you, not just to us.
You are notified
Confirmation, arrival, completion and resolution all reach you by email.
Continue or renew
Top up, or renew for a new period. Your history stays exactly as it was.
Pick your level of cover
Bronze
For occasional support needs and small teams.
On-site visits: Greater Cairo only
- 6 Remote Support Hours
- 1 On-Site Visits
- Remote Support
- On-Site Visit
- Network
- System Admin / Servers
Silver
For growing businesses with regular requests.
On-site visits: Greater Cairo only
- 8 Remote Support Hours
- 2 On-Site Visits
- Remote Support
- On-Site Visit
- Network
- System Admin / Servers
- Software
- 1 more service
Gold
For businesses that need support across the whole setup.
On-site visits: Greater Cairo only
- 16 Remote Support Hours
- 4 On-Site Visits
- Remote Support
- On-Site Visit
- Network
- System Admin / Servers
- Software
- 2 more services
Diamond
For larger or more demanding support needs.
On-site visits: Greater Cairo only
- 24 Remote Support Hours
- 6 On-Site Visits
- Remote Support
- On-Site Visit
- Network
- System Admin / Servers
- Software
- 3 more services
Bronze Remote
The same Bronze support, delivered entirely remotely, at half the price.
- 4 Remote Support Hours
- Remote Support
- Consultation
Silver Remote
The same Silver support, delivered entirely remotely, at half the price.
- 8 Remote Support Hours
- Remote Support
- Consultation
Gold Remote
The same Gold support, delivered entirely remotely, at half the price.
- 16 Remote Support Hours
- Remote Support
- Consultation
Diamond Remote
The same Diamond support, delivered entirely remotely, at half the price.
- 24 Remote Support Hours
- Remote Support
- Consultation
Not sure which package fits?
Tell us how your business works and we will recommend the right level of support.
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