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Support centre

Something needs attention?

Pick the channel that fits what happened. Each one tells you when the first reply arrives and what happens after it — no request disappears into an inbox.

Start here

Three ways in. The one you choose sets the pace.

  • WhatsApp

    A quick question, or a clarification on work in progress.

    Minutes, during working hours

    Open WhatsApp

  • Support request

    A fault or a request that needs to be tracked, documented and followed through.

    First reply within 4 working hours

    Send a request

  • Urgent line

    The service is down, or something cannot wait for a written reply.

    Answered immediately

    Call us

How fast, and how often

We classify every request when we receive it and tell you which level it landed on. Working hours are Sunday to Thursday, 9:00–18:00 (Riyadh).

المستوىمتى ينطبقأول ردّالتحديث
Critical The service is completely down, or a security incident is suspected. Within 1 hour Every hour until resolved
High A core function is broken and there is no way around it. Within 4 working hours Daily
Normal A fault that affects use but has a workaround. Within 1 working day Every two days
Question A question, or a small change request. Within 2 working days As it progresses

What happens after you send

  1. Logged and numbered

    You get a reference number the same day. Everything about the request stays under it.

  2. Reproduced and classified

    We reproduce what you saw, set the level, and tell you our estimate before we start.

  3. Service first, cause second

    We get you working again — with a temporary fix if that is faster — then deal with the root cause.

  4. Closed by you

    A request is closed only after you confirm it, with a short note on what was wrong and what changed.

Tell us this and it moves faster

A report that answers these is usually solved without a single round of questions back.

  • The link or screen where it happened
  • What you were trying to do, and what happened instead
  • Roughly when it happened
  • A screenshot or a short screen recording
  • The device and browser you were using
  • Whether it happens on another device or for another user

What support covers

Said plainly, so nothing has to be argued later.

Covered by your agreement

  • Fixing faults in what we built
  • Restoring a service that has stopped
  • Security updates and patches
  • Backups and restores, where hosting is ours
  • Questions about using what we delivered
  • Uptime monitoring and incident reports

Quoted as new work

  • New features or new pages
  • Redesign, or a change to the content structure
  • Additional integrations with third-party systems
  • Migration to another platform or provider
  • Writing content, or producing design assets
  • Training sessions beyond the agreed handover

Not sure which side something falls on? Ask — classifying it is free, and we will tell you before any work starts.

Answered already

Some of what reaches us is written down and ready.

Not finding it?Tell us what happened and we will take it from there. Contact us
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