Support Intake
How to Get Help with Your Existing Systems
Start with the experts' intake for faster, more accurate diagnosis
To give you faster, more accurate support, our intake helps us understand your system before our engineers connect. All information is kept confidential.
Step-by-step support intake
Work through these simple steps so we can understand your issue better and match you with the right solution, engineer and next steps.
Start the Support Intake
Fill in a few details about your system and the issue you're experiencing. Tell us what equipment you have, where the issue is happening, how it affects daily use, and any recent changes.
Send Clear Evidence
Share photos of your rack or network cabinet, devices and connections, screenshots of speed tests or errors, a layout of the affected area, and videos if the issue is intermittent.
Try the Quick Checks
Check cables and power connections, reboot modem and router, isolate the issue to one area or device, and note any patterns such as time of day or device type.
Review What Happens Next
Once we receive your information, we'll review it and get back to you with our diagnosis, recommended solution, estimated time and cost, and on-site or remote support options.
Support Pricing & Warranty
Transparent pricing for diagnosis, support and hardware. We only recommend solutions you need, with no hidden fees.
Initial Callout — AED 500
On-site visit to your location, system assessment, issue diagnosis and quote for next steps.
Labour — AED 350/hr + VAT
Per hour rate for fixes, system configuration, and on-site or remote support.
Parts & Hardware
Charged at cost price. Cables, networking components, devices, and installation materials.
Warranty & Service
Our support work is documented clearly and backed by the warranty terms relevant to the hardware and workmanship involved.
What to send when you escalate
If you need us to continue troubleshooting, send the results of the checklist with a concise summary of the issue.
Your Details
- Your name and property location
- What is not working right now
- When the issue first started
Evidence
- Photos or screenshots of any errors
- Photos of your rack, router, or devices
- Speed test results if applicable
Scope
- Whether it affects one room or the whole property
- Whether it affects one device or all devices
- Any recent changes or updates
Common Questions
Quick answers about support, pricing, and what to expect.
Do you support systems you didn't install?
Yes. We can provide best-effort support for existing WiFi, AV, networking and smart home systems, including systems installed by others. If the issue relates to third-party hardware, existing cabling or previous workmanship, we'll explain the limits clearly before proceeding.
What information do you need from me?
We usually need your location, the affected system, device brands or models, a short description of the issue, photos of the equipment, screenshots of any errors and details of any recent changes.
How quickly can you respond?
Response time depends on current engineer availability, location and urgency. For urgent issues, WhatsApp or call us so we can confirm the fastest available option.
Do you offer remote support?
Yes, where possible. Some configuration or diagnostic issues can be reviewed remotely, but cabling faults, coverage issues, hardware failures and some AV or smart home faults may require an on-site visit.
How is pricing calculated?
Pricing depends on whether the work is remote or on-site, the time required, the type of system, and whether parts or replacement hardware are needed. We'll explain likely costs before proceeding where possible.
Do you provide ongoing maintenance?
Yes. For suitable systems, we can provide ongoing support through a maintenance arrangement or annual maintenance contract, especially where the system includes existing third-party hardware.
Ready for Fast, Expert Support?
Share your system details and we'll get back to you with the best solution.
Book a Support Call
Get a scoped consultation for your existing system with clear pricing and next steps.
Book a Support CallWhatsApp Us
Send photos, symptoms, and questions for the fastest response on urgent issues.
WhatsApp Us