Professional Support Services
Al-Majd Tech offers flexible support options designed to keep your IT infrastructure running smoothly. Choose the level of support that best fits your organization’s needs.
Support Tiers
Premium Support
Our comprehensive support package for organizations requiring the highest level of service assurance.
Included:
- 24/7/365 support coverage
- Priority response times (< 1 hour critical)
- Dedicated support engineer
- Proactive monitoring and health checks
- Quarterly business reviews
- On-site support when needed
- Firmware and software updates
- Unlimited support incidents
Best For: Mission-critical environments, organizations with limited IT staff, enterprises requiring guaranteed uptime.
Basic Support
Standard support coverage for organizations with capable IT teams who need expert backup.
Included:
- Business hours support (8x5)
- Response within 4 hours for critical issues
- Phone and email support
- Remote troubleshooting
- Access to knowledge base
- Software updates and patches
Best For: Organizations with internal IT capabilities, non-critical environments, budget-conscious deployments.
Per Incident Support
Pay-as-you-go support for organizations with occasional support needs.
Included:
- Single incident resolution
- Expert technical assistance
- Remote or on-site options
- Detailed incident report
- Recommendations for prevention
Best For: One-time issues, project-based work, organizations exploring Al-Majd Tech services.
Support Portal
All support customers have access to our dedicated support portal at support.almajdtech.com, featuring:
- Ticket submission and tracking
- Knowledge base articles
- Product documentation
- Software downloads
- Case history
Service Level Agreements
| Priority | Premium | Basic |
|---|---|---|
| Critical (P1) | < 1 hour | < 4 hours |
| High (P2) | < 2 hours | < 8 hours |
| Medium (P3) | < 4 hours | Next business day |
| Low (P4) | < 8 hours | 2 business days |
Why Choose Al-Majd Tech Support?
- Regional Expertise: Support teams based in KSA and Jordan
- Multi-Vendor Knowledge: Expertise across all solutions we implement
- Escalation Paths: Direct access to vendor technical resources
- Continuous Improvement: Regular training and certification updates