Customers with valid support contract may send email to: support-mea[@]codegreen.ae
Call Office: +971 4 3434 068
GMT+4 (Sun - Thu), 8.30 AM to 6.00 PM
Ensure you have received a valid remote access key from your Technical Account Manager (TAM) and enter here.
We ensure continuous operation and support of your cyber security investments. All backed by a team of geeks who are passionate about technical support and customers happiness factor. We have various support programs, which can be further tailer made to your specific needs.
Reach out to our sales team at sales[@]codegreen.ae for enquiries.
P2
(Medium)
P1
(Critical)
P3
(Normal)
Issues which are not directly and/or immediately affecting customers's production network nor business are defined as P3 Normal.
Issues which do not stop customer's production networks or features from normal functioning but has still moderate impact on the business (for example, few users facing problems on a specific context or a specific feature) are defined as P2 Medium.
Issues which stop customer's production network and/or systems from normal functioning due to malfunctioning or failure of the equipment(s) or Software(s) under support contract are defined as P1 Critical.
Priority
Description
Response
Time
Ticket
Logging
By Phone
2 - 4 Hours
24x7
12 - 24 Hours
Next Business Day
By Email
8 - 12 Hours
Same or Next Business Day
By Email
Case
Priority
P2
(Medium)
P1
(Critical)
P3
(Normal)
Issues which are not directly and/or immediately affecting customers's production network nor business are defined as P3 Normal.
Issues which do not stop customer's production networks or features from normal functioning but has still moderate impact on the business (for example, few users facing problems on a specific context or a specific feature) are defined as P2 Medium.
Issues which stop customer's production network and/or systems from normal functioning due to malfunctioning or failure of the equipment(s) or Software(s) under support contract are defined as P1 Critical.
Priority
Description
Response
Time
Ticket
Logging
By Phone
6 - 8 Hours
24x7
24 - 48 Hours
Next Business Day
By Email
12 - 24 Hours
Same or Next Business Day
By Email
Case
Priority
Years of
Industry
Experience
Clients across
UAE and
Middle East
Years of
Middle East
Presence
Global
Security
Partners