Vehicle Tracking Support
We utilize a ticket support system to streamline support requests that serve every issue raised by our clients. While raising an issue please provide as much details as possible so we can try our best to assist you.
You can know more about our Support features in our Service Level Agreement, here are some of them,
Our Service Level Agreement Highlights
System Server Availability
Up on request availability reports can be provided on a monthly basis, in any given month the server availability target is 99% with the exception of scheduled maintenance.
Probytes Software responds to client raised issues by email within 24 hours. Issue requests will be recorded for tracking and resolving issues. If an issue can’t be resolved within 24hrs then a service call can be arranged with a Probytes Software Expert.
|Severity||Severity Description||Response time||Method of Contact||Resolution|
|1||Critical (no useful work can be done)||1 Hours||Contact by phone,whatsapp and Skype from our support executive||From the moment you contact us,our tech team begins to identify and solve the root cause of the problem|
|2||High - Severe Impact (functionality disabled): errors which result in a lack of application functionality or cause intermittent system failure||4 Hours||Contact by phone,whatsapp and Skype from support executive||From the moment you contact us,our tech team begins to identify and solve the root cause of the problem|
|3||Medium - Degraded Operations: errors causing malfunction of non-critical functions||1 Business Day||Contact by email||From the moment you contact us, our tech team begins to identify and solve the root cause of the problem|
|4||Low - Minimal Impact: attributes and/or options to utility programs do not operate as stated||2 Business days||Contact by email||From the moment you contact us, our tech team begins to identify and solve the root cause of the problem|
|5||Enhancement Request||As needed.||Contact by email||According to the availability of the tech team|
In case of the unlikely event that a response is not received for your query even after 24hrs then the raised issue will be directed to senior level employees.
Our detailed Probytes Software SLA is as Follows
Service Level Agreement
Software will respond as described below to Error reports that Client submit to Probytes Support System during Working Hours via email [email protected] or telephone at +974 4488 1252. The specific contact mechanisms or phone number may change as Probytes may designate from time to time.
Software’s acknowledgements of Error reports will contain either a resolution of the Error or a support plan describing the steps being taken by Probytes Software system, and any steps to be taken by the Client, to correct the Error. If Probytes requests further information about an Error, Client must promptly provide the requested information. Information requested by Probytes may include, by way of example and not limitation, manuals related to Client’s hardware, network, or third-party software;
provides support only for the most current major release of software and the immediately preceding major release. Probytes will have no obligation to attempt to correct reported Errors that