Hours of Availability - Weekend coverage applies only to Advance Support Plan. Weekend coverage is limited to L1 issues only for eligible support offerings. Weekends start from 4PM Amman, Jordan (UTC+2 & UTC+3 DST) until Sunday 9AM, spanning a total of 48 hours.
 
 
  Basic
  Standard
  Advance
Email support
  Include
  Include
  Include
Hours Availability
  7/5
  7/5
  7/5
Initial Response Time    
  3 Business Day
  1 Business Day
  8 Hr
Language
  Ar/Eng
  Ar/Eng
  Ar/Eng
Phone Support
  Not Include
  Include
  Include
Price
  $100/Year
  $300/Year
$600/Year
Screen Sharing
  Include*
  Include
  Include
Support Portal
  Include
  Include
  Include
 
7/5 Support - Hours of coverage include 9am - 4pm for the mentioned timezones.
 
Initial Response Times – Full descriptions of severity levels are as follows:
Level 1: Production application down or major malfunction affecting business and high number of staff
Level 2: Serious degradation of application performance or functionality
Level 3: Application issue that has a moderate impact to the business
Level 4: Issue or question with limited business impact