Service Quality Highlights:

  • Phone ticket is not an option unless in case of emergency ex. no internet available.
  • The estimate waiting time for normal ticket is 24-48 hours.
  • For urgent tickets the estimate response time is 1-8 hours.
  • Agent will handle the ticket status and priority to make sure we handle the urgent matters ASAP in high priority.
  • Calls made directly to an agent will get redirected to the web portal if it's not falling into any of the urgent categories.
  • Issues not attended by customer within 3 days after agent's response will be closed automatically.
  • Unsupported issues will be closed once agent sends the note of unsupported issue.
  • In case of having to wait for other related issues like hardware orders, ticket might get closed by agent for that reason, if waiting time is taking long then customer have the option to re-open the ticket inside their account as unresolved issue.
  • Our working hours are 9am - 5pm Monday - Friday, Weekend & public holidays we are CLOSED.