Services
We stay after go-live.
Managed Support is how we look after a solution once it is live. Clients with an active ST support agreement get one team for incidents, troubleshooting, manufacturer cases and upgrade guidance, around the clock, every day of the year.
Our response commitments, resolution targets and escalation path are set out in our Service Level Agreement, which you can download from this page.
Email support@stech-ltd.com or call +966 11 455 5295, around the clock. Every request gets a ticket number. Call for every P1 issue.
We agree the priority with you when the ticket is logged, from P1 Critical to P4 Low.
An ST engineer contacts you and starts work remotely, then goes onsite or opens a manufacturer case where needed.
You receive regular status updates. If a target is at risk, the issue moves up a clear escalation path, up to our Managing Director.
A monthly service report covers every issue and how it was resolved. Each quarter we review results with you and agree on improvements.
Response times, resolution targets, escalation and what we need from you, all in one document. Where a signed contract states different service levels, that contract applies.
