Support

VirtuWa Support: Coverage, Escalation & Responsibilities

VirtuWa owns product support for its platform: maintenance, software updates and patches, defect handling and engineering escalation. Requests go through the support portal or support email that VirtuWa designates, in Arabic or English. Severity levels and response targets come from your applicable support terms or Customer Order, and are initial-response targets unless your agreement says otherwise.

Support model at a glance

Support ownership: VirtuWa
Scope: Product support, maintenance, software updates and patches, defect handling and engineering escalation.
Intake channels: The VirtuWa support portal or support email designated by VirtuWa for your subscription.
Languages: Arabic and English.
Response targets: Defined by the applicable Support Terms, support policy or Customer Order. Targets are initial-response targets unless the agreement says otherwise.
Resolution commitments: Only where expressly stated in your signed agreement.
Partner role: Request routing and commercial coordination. Partners do not make engineering commitments on VirtuWa's behalf.
Premium, onsite, managed and professional services: Only when included in an accepted order or statement of work.

How escalation works

Every case follows the same path. Timing depends on your applicable support terms.

1
Case intake and completeness check
The case is logged and checked for the information needed to start work.
2
Product support investigation
VirtuWa support reviews the evidence, reproduces the behavior where possible and advises on next steps.
3
Engineering escalation
When a product defect is suspected or deeper product analysis is needed, the case moves to VirtuWa engineering.
4
Customer communication and next action
You receive updates and the agreed next action under your applicable support terms.

What to include in a support case

Complete cases move faster. Include:

Customer name and contact person
Product and version
Entitlement or subscription reference
Environment summary
Severity and business impact
Logs, screenshots and error messages
Steps to reproduce
Recent changes to the environment

What a response target means

A response target is the time within which VirtuWa first responds to a case. It is not a promise that the issue will be fixed within that time.

Resolution depends on the issue, the evidence available and the environment. A resolution timeline applies only where your signed agreement expressly states one.

Regional delivery and partners

VirtuWa keeps ownership of product support and engineering escalation, including when you buy through a partner or distributor.

Partners can route requests and coordinate commercially. They cannot promise a root cause, workaround, patch, security position or resolution timeline on VirtuWa's behalf unless VirtuWa has approved it.

Onsite, premium and managed services, professional services, custom development, third-party support, security operations and hardware or physical installation are not included unless expressly ordered.