Support & service
24/7 support, SLAs you can rely on.
Our network operations centre and security teams monitor, respond and optimise your environment around the clock.
Service levels
Response and resolution times by priority.
| Priority | Response | Resolution | Availability |
|---|---|---|---|
| P1 – Critical outage | < 15 minutes | Workaround < 60 minutes, fix < 4h | 24/7 |
| P2 – Major degradation | < 30 minutes | Fix < 6h | 24/7 |
| P3 – Service request | 4 business hours | Within agreed change window | Business hours or scheduled |
Downloads & Tools
Policies, checklists and tools for your team.
Frequently asked questions
How do I escalate an incident?
Raise a P1 ticket via the portal or hotline. Duty manager and CISO on-call are notified automatically. Escalation matrix is published in your runbook.
Where is data processed?
Telemetry and tickets stay in EU or UAE regions based on contract. Cross-region access is audited and encrypted with customer-managed keys.
How are changes handled?
All changes go through CAB approval. Emergency changes follow expedited process with retrospective review within 24h.