One support channel, with published hours
Support is delivered by email so that every request has a written record. We do not operate a 24/7 desk and we do not claim to.
- Support email
- management@coreviaone.online
- Operating hours
- Sunday to Thursday, 9:00 to 18:00 (GST, UTC+4)
Severity levels and response objectives
Response targets are service objectives and may vary according to issue severity, selected plan, operating hours and the information available to diagnose the request. They are not a contractual service level agreement unless a separate signed agreement states otherwise.
| Priority | Example | Target acknowledgement |
|---|---|---|
| Critical | No authorised user can access a live account. | Same business day |
| High | A major live function is unavailable with no practical workaround. | Within 1 business day |
| Standard | An individual issue, configuration question or general assistance. | Within 2 business days |
| Request | Training, enhancement or non-urgent configuration request. | Within 5 business days |
Acknowledgement means a human response confirming the request and next steps. Resolution time depends on the nature of the issue.
Included in standard support
- Fault diagnosis and correction on live modules
- Questions about how to use an included module
- Assistance with user access and permissions
- Guidance on invoice, VAT-rate and document settings
- Help exporting your records
Quoted separately
- Additional training sessions
- New data imports after go-live
- Bespoke development or integration work
- Reconfiguration following a significant change to your operating model
- On-site attendance
Escalation
If a request has not been acknowledged within its target, reply to the same email thread with "Escalation" in the subject line. The request is then reviewed by management within one business day. Persistent issues can be raised by telephone on +971 52 483 2257 during operating hours.
Maintenance and incidents
Planned maintenance is scheduled outside operating hours wherever practical and announced by email at least 48 hours in advance. For an unplanned incident affecting availability, we email account owners with what is known, what we are doing and when we will next update, and send a written summary once service is restored.