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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.






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



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




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