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   7/52   7/5   7/7
Initial Response Time       3 Business Day   1 Business Day   4 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