• info@securotix.com
  • 808-The Burlington Tower, Business Bay, Dubai (UAE)

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+971 55 651 2218

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Support Services

Welcome to our Support Services

On average most of the Securotix helpdesk calls are resolved during the initial call. This is attributed to the fact that all Securotix helpdesk operators are Computer Engineers with a Minimum of a BS Degree in Computer Engineering and are trained & certified on all the products to diagnose and resolve the most common types of issues. 

Post-Installation Support Services

Post-Installation Support Services

In order to protect a customer’s investment, Securotix offers a post installation support service that is available to customers who take out a support and maintenance agreement. This provides software updates, new releases, database updates, telephone support via our help desk and, if necessary, free on-site support to resolve problems that have been caused directly by the software and/or appliance provided.
Our support desk is available as standard from 8:30 AM to 6:00 PM, Sunday to Thursday excluding Official Holidays for technical problems. It is not a substitute for formal product training. Support calls can be logged by phone, email or by the web. The support desk is manned by a team of well trained professionals who are able to resolve the problem in many cases without reference to our second line engineers or the manufacturer. Calls are escalated in accordance with the urgency of the problem. Customers are kept informed regarding the progress of a support call. There is no Service Level Agreement for the standard service.

Service Level Agreement

If the customer requires a Service Level Agreement, Securotix can provide this as a chargeable service. The agreement will define exactly what the service will provide including call categorization and the escalation procedure that is essential to ensuring that calla are resolved in the shortest possible time.

Extended Hours Support

We are able to provide a chargeable technical support service for extended hours. This service will be governed by a Service level Agreement. On-site support can be provided, if necessary, as part of this service.

Remote Access Support Service

We are able to resolve calls using secure remote access technology. If a customer would like us to have access to their systems as a standard part of the support service we can provide this as a chargeable service under the auspices of a Service Level Agreement.

Our Support Services include:

  1. Help Desk Support: Our skilled technicians are available to assist you with technical issues, software glitches, and system errors. We provide prompt and efficient help desk support to ensure that your staff can quickly resolve any IT-related challenges.

  2. Remote Monitoring and Maintenance: Proactive monitoring of your IT infrastructure is crucial for identifying potential issues before they escalate. Our team utilizes advanced monitoring tools to keep a close eye on your systems, performing regular maintenance tasks to keep everything running smoothly.

  3. System Upgrades and Patch Management: Keeping your systems up to date with the latest upgrades and security patches is essential for maintaining optimal performance and protecting against vulnerabilities. We manage system upgrades and patch deployments to ensure your infrastructure is secure and efficient.

  4. Performance Optimization: Our experts analyze your system performance, identifying bottlenecks and areas for improvement. We provide recommendations and implement optimizations to enhance the speed, stability, and efficiency of your IT environment.

  5. On-Site Support (Optional): In situations where remote assistance is not sufficient, we offer on-site support services. Our technicians can visit your location to address complex technical issues or perform hardware-related tasks.

With Securotix Support Services, you can rely on our team of experienced professionals to provide timely and effective assistance, allowing you to focus on your core business activities.

Contact us today at info@securotix.com to schedule a consultation and take proactive steps towards safeguarding your digital assets.