Support
- Call our office number
(+971 45 830914)
from 8:30 AM to 5:30 PM from Sunday to Thursday - Call our 24/7 emergency number
(Only Available for SLA Customers)
after office hours and during weekends
- To open a support ticket instantly with our service desk, simply send an email to
support@eisme.ae - For sales related inquires, you can send us an email to
sales@eisme.ae
- Access Now:
Service-Level Agreement (SLA)
Network services have changed dramatically in recent years, most notably due to the addition of voice, video, and other mission-critical delay-and-performance-sensitive applications. The network has been embraced as a productivity tool. EIS promises guaranteed, reliable network services for business-critical applications.
SLAs between EIS and Enterprise IT departments are intended to provide service guarantees and validate network performance on an ongoing basis. EIS SLAs are simple to understand and enhance the efficiency of the network, and help businesses achieve key objectives and gain a competitive advantage.
Support incident severity is defined as the impact an issue has on the customer's ability to conduct business. Restoration targets are based on the severity level assigned to an incident by EIS support center.
Priority is defined as the customer-designated level of importance and is used as a weighting factor when defining the severity level of an incident.
EIS support center prioritizes issues based on the severity level as per below Issue severity Definitions:
1. Business Critical Impact:
The customer is experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround.
2. Major Impact:
The customer is able to perform job functions, but performance is degraded or severely limited.
3. Medium Impact:
The customer's ability to perform job functions is largely unaffected, but noncritical functions or procedures are unusable or hard to use. A workaround is available.
4. Minor Impact:
Trivial impact to customer's business operations or customer requires information or assistance on the system capabilities or configuration.
The assigned incident severity level for an issue is mutually redetermined by both EIS and the customer during the issue resolution process.
Target restoration times
EIS Support center strive to restore services within the following target restoration times*:
- Business Critical: 4 hours
- Major: Next business day
- Medium: 3 business days
- Minor: NA
*The target restoration times are indicative only and can vary from customer to customer based on the specific business nature and SLA terms
Target Restoration Times
We will make the EIS Professional Services available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 100% uptime for our customers, except for the following
- Occasional planned downtime at non-peak hours (for which we will provide advance notice)
- Any unavailability caused by circumstances beyond our reasonable control, including:
However, if our service team fails to restore the service within target resolution time, you may request a credit within thirty (30) days after submission of incident report.
For annual term contracts, the credits will apply as discount during next year contact renewal as rated below:
Refund as a credit to the, at the customer's pre-paid balance or a credit refund discretion.
Not Meeting the Target Resolution Time for Business-Critical Service Outage:
1 Credit makes customer eligible for one-month of free service during next SLA renewal cycle.
Not Meeting the Target Resolution Time for Major Service Outage:
1 Credit makes customer eligible for 15 days of free service during next SLA renewal cycle.