Support
People who answer, at any hour you are open.
The desk is staffed 24/7, in Arabic and English. Here is where to send it, who picks it up, and what we commit to by severity.
Raise a ticket
For anything affecting live operations. Tracked, owned by a named engineer, with a response target.
Remote session
Screen-share with an engineer once a ticket is open. Access is logged, scoped and time-limited.
All systems operational
— updated automatically.
Help centre
Start where the problem is.
Categories follow the products, and the jobs people actually do at the counter.
00 ARTICLES
Claims and insurers
Denials, resubmission, gateway errors and remittance reconciliation.
Service levels
What we commit to, by severity.
These are response times — how long before an engineer is on it, not how long a fix takes. Resolution depends on the fault, and we won't pretend otherwise. Your agreement may set tighter targets.
Critical — the floor is down
Nobody can dispense, bill or claim at one or more sites. Pages the on-call engineer, day or night.
15 min
High — a workaround exists
A function is broken or a gateway is rejecting, but you are still trading.
2 hrs
Normal — question or request
How-to questions, report requests, configuration changes.
1 day
Raise a ticket.
Tell us the site, the product and what you were doing when it happened. A screenshot of the error saves a round trip.
You get a ticket number immediately
Critical issues page the on-call engineer
English or Arabic