Support Division

Prestige Innovation System maintains a dedicated team for supporting the customers to ensure the seamless functioning of the systems implemented by us. The Support division is having the following layers,


The sequence of flow of support shall be as follows,



Hardware Support :
Spare parts replacement as and when required ( Except for Physical Damages )
On-site ( only available for Riyadh/Dammam/Jeddah Installations) HW replacement

Software Updates & Upgrade Support :
Full year Feature and Maintenance Releases

Response Time:
“A” Critical – 2-4 Hours
“B” Urgent – 4-8 Hours
“C” Imortant – 8-24 Hours

Return of Service:
24 Hours with replacement machine if not repaired

Engineer(s) Assignment :
On Request from Client

During the term of this Maintenance Agreement, Prestige Innovation System’ssole obligation regarding maintenance and support shall be as follows:

  • PIS shall address service calls to provide technical assistance to solve the problems.
  • PIS shall supply the spare parts needed if any, at free of charge
  • Whenever practical, the support will be provided over telephone and email. If a site visit is warranted to fix the problem, PIS shall depute a technician to study the problem on the site.

Support Calls

  • Normal support calls – Reason, level of emergency and reasonable explanations have to be detailed in fax addressed to the Customer Support at PIS to the company’s fax number 011-292 1126 or e-mailed to This could be followed up by a telephone call – only to confirm the fax/e-mail receipt.
  • Emergency and/or urgent Calls – faxes have to be followed up by the telephone call to the support staff.
  • Hours of Operation.
    Sunday – Thursday 0900 to 1700 Hrs. However, in case of emergency PIS shall provide the support even on Fridays and Saturdays OR on Holidays.
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