Call : +966 11 4733 558
Fax: +966 11 292 1126
Email:contact@dlisaudi.com
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,

support-flow

The sequence of flow of support shall be as follows,

support-division-layers

 


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 support@dlisaudi.com. 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.