Integrated Technical Support System
TELSIP provides three levels of technical support, designed to meet different customer needs, with clear variations in service availability and response times, ensuring business continuity with efficiency and reliability.
Technical Support Packages and Service Availability Types
Standard Level (Standard)
Free
Support is provided during official business hours from 9:00 AM to 5:00 PM, Sunday through Thursday.
Premium Package (Premium)
75 KWD Annual Subscription
Support is provided from 9:00 AM to 9:00 PM, Sunday through Thursday.
Elite Package (Elite)
150 KWD Annual Subscription
Technical support is provided 24 hours a day, 7 days a week.
Incident Classification and Response Times by Support Package
| Elite Package (Elite) | Premium Package (Premium) | Standard Package (Standard) | Support Feature (Feature) |
|---|---|---|---|
| Support Priority Level | |||
Critical Priority | 9 AM to 9 PM - Kuwait Time | 9 AM to 5 PM - Kuwait Time | Support Availability |
24/7 Around-the-Clock Support | Within 4 hours from 9 AM to 9 PM | Within one business day | Initial Response Time |
Within 30 minutes - 24/7 Around the Clock | Immediate action and service restoration as quickly as possible | Based on queue priority | Issue Resolution Target |
| System Monitoring | |||
Weekly Monitoring | Monthly Monitoring | Support Only When an Issue Occurs | System Status Check |
Included | Included | Support Only When an Issue Occurs | Preventive Maintenance |
Priority and Update Scheduling | Moderate Updates | According to the Standard Release Schedule | System Updates and Upgrades |
Unlimited Number of Requests | Limited Number of Requests | Available in Standard | Configuration and Setup Requests |
Dedicated Technical Support and Consultation | Standard Technical Consultation | Support Available in Standard | Technical Consultation |
Dedicated Support Team and Account Manager | Standard Team | Not Available for General Support | Dedicated Support Engineer |
Detailed Report for Each Incident | Available Upon Request | Not Available | Business and Incident Status Reports |
Custom SLA Agreement | Standard SLA Agreement | Standard SLA Agreement | Service Level Agreement (SLA) |
Immediate Escalation Path | Standard Escalation Path | Based on Queue Priority | Issue Escalation |
Included | Included | Included | Customer Portal / Ticket Tracking |
Important Notes
- The response times shown above represent the maximum time to begin handling a request or incident after it has been officially registered in the support system.
- All requests and incidents are handled through a unified centralized technical support system, ensuring complete tracking of tickets and compliance with the response time specified for each package.
- Incidents are automatically classified according to their impact level on service continuity and system performance.
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