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Customer Care

Learn about the response times and services provided by Customer Care. Support Contact Form.

Accelerated response times

Intelligent case routing with improved response times.

Advanced Product knowledge

Technical Support experts with advanced product knowledge and analysis tools to provide you with an improved Support experience.

Customer Care services

The fastest response time, with higher Technical Expertise and Ownership. Basically everything you need to have a safety-net around your business critical apps.
P1 enterprise-level response times
Receive 60-min response times for P1 cases to accelerate issue resolution for business critical needs.
Technical Account Management
Work with a named Technical Account Manager (TAM) to help with operational rigor, platform health and architecture stability.
Familiarity with your business
Work with a team that is familiar with your applications and systems through Customer Aware Support.

The Customer Care Levels

Standard Support is included with a MPI Cloud subscription. Requests are accepted via the Service desk.
Responsible Partner
1 level
It serves as a centralized hub that handles incidents, inquiries, and change requests from end users.
Analysis of information in the request
Identification of the root cause of the Incident
Searching for solutions to Incidents in the knowledge base
Providing user guidance on system usage
Creating and updating user instructions
Escalating unresolved Incidents to the 2nd level of support
  • Updating task completion statuses in the Service desk system
Responsible Partner
2 level
Consists of a group of knowledgeable MPI Apps consultants who have the expertise to address most user issues effectively
Analysis of the request
Resolution of Incidents received from the 1st level of support
Updating project documentation in accordance with implemented changes
Maintaining information in the knowledge base regarding the Incident resolution process
Assessment of change requests
Updating task completion statuses in the Service desk system
  • Collaboration with MPI
MPI Cloud
3 level
Highly skilled experts are engaged to resolve the most complex issues that require in-depth knowledge of MPI Apps.
Analysis of the request
Resolution of Incidents received from the 2nd level of support
Updating project documentation in accordance with implemented changes
Assessment of change requests
Interacting with key users
  • Updating task completion statuses in the Service desk system
Terms of Service
The duration of the initial response and the maximum processing time for emergencies, depending on the priority of the messages, are determined as follows:
Emergency priority
Initial response duration
Maximum processing time
1 = Very high
2 working hours
8 working hours
2 = High
8 working hours
4 working days
3 = Medium
8 working hours
8 working days
4 = Low
16 working hours

16 working days

Customer support hours are from 10:00 AM to 6:00 PM Dubai Time (GMT+4), Monday through Friday, excluding weekends and holidays. For emergency situations with priority 1 (Very High), time is measured in real time, regardless of regular business hours. For emergency situations with other priorities, time is measured in business hours during regular customer support hours.


Message priority is determined by the following rules:

  • Very High – The customer is unable to perform any important business process. This includes production interruptions or the shutdown of central business processes in the MPI system. This priority can only be used for productive systems.
  • High – Important business processes of the customer are significantly affected. This means that it is impossible to perform the necessary key business operations. This includes cases where any urgently required function is temporarily unavailable or not performed properly.
  • Medium – Any other business process of the customer is affected. This means that it is impossible to perform the necessary business operations. This may include, for example, periodic unavailability or incorrect operation of any function.
  • Low – The business process of the customer is not affected. This may include, for example, periodic unavailability or incorrect operation of any function that, however, is not necessary for everyday business.
Contact Customer Care
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