Contact Support

contact support

Customers with valid support contract may send email to: support-mea[@]codegreen.ae

Need Urgent Support?

Call Office: +971 4 3434 068
GMT+4 (Sun - Thu), 8.30 AM to 6.00 PM

Need Remote Support Access?

Ensure you have received a valid remote access key from your Technical Account Manager (TAM) and enter here.

Support Programs

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

Priority
Name

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

Priority
Name

contact OUR SALES TEAM FOR A PROPOSAL

18+

Years of
Industry
Experience

100+

Clients across
UAE and
Middle East

10+

Years of
Middle East
Presence

12+

Global
Security
Partners