1. Issue: A problem or concern that requires attention or resolution, often related to a specific task, project, or system. (you must attach Error screenshot)
2. User Error: Mistakes or incorrect actions made by individuals while interacting with a system or software, typically resulting in undesired outcomes. (you must attach Error screenshot)
3. System Error: An error or malfunction within a system or software, often caused by technical issues or bugs, resulting in unexpected behavior or failure to perform as intended. (you must attach Error screenshot)
4. Question: An inquiry seeking information, clarification, or guidance on a particular topic or issue.
5. New feature request: A proposal or suggestion for adding additional functionality or capabilities to an existing product, system, or software.
6. New project: A fresh initiative or endeavor with defined goals and objectives, often requiring planning, resources, and execution to achieve desired outcomes.
7. Training / Retraining: request for training new users on current applications or retraining previews users.
   

-Your ticket will be classified her priority and you will be able to see the classification on your portal.

High: the issue is stopping the current workflow.

Respond: from 2-10 Hours within working hours/days.

Medium: the current issue is needed to be solved in order to make the current processes more easy/faster.

Respond: from 1-2 Days within working hours/days.

Low: the current ticket has a request or misunderstanding for some process and it need to be clarified.

Respond: from 3-5 Days within working hours/days.

-Your company must have a support contract with GulfBoost in order to get respond and solving for your tickets.

-Response time will be during working hours/days.

Working Days: Sunday to Thursday.

Working Hours: 8:30 AM to 4:30 PM KSA time

-Unless your SLA specify otherwise the support will follow as above "term"