Client Support
Support for active clients.
For organizations with an active agreement: one address, checked against the contract, read by an engineer.
Support at a glance
What an active agreement actually gets you.
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P1 response target
15 minutes, around the clock
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Coverage
24/7 under Enterprise SLA
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How to reach us
A registered contact address
Raising a request
Include these four things.
Support runs through one address, checked against your contract. Write from a registered contact and an engineer picks it up directly, rather than a queue triaging it first and deciding later who should have it.
- Your company name
- The affected system
- The impact
- When it started
Support goes to engineers who already know your systems.
Other routes
Not quite what you need?
CONTACT
Support goes straight to the engineers on your account.
No first-line script and no queue in another time zone. Your request is matched to your agreement and read by someone who knows your systems.
- Matched to your agreement
- Read by an engineer
- Severity set by you
Prefer to talk it through? Call +92 (333) 32 11011
What happens next
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Matched
The request is checked against your agreement and its response targets.
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Owned
An engineer who knows your environment takes it and tells you so.
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Closed in writing
You get what was wrong and what was done, in writing.