Handled first
Company-wide
- Who is affected
- The whole company is affected, for example a company-wide email outage.
- How to raise it
- Email support@gulfinfotech.com and phone the support line for your country.
- Response target
- Your plan's response time
Legal
Service Level Agreement
Our commitments for support response times and service availability.
Raise a ticket
support@gulfinfotech.com Support hours
Sun–Fri · 8:30 am – 6:00 pm GST
Response
Within 4 working hours
Remote support
Every GCC country
Support plans
Support plans and response times
Four plans, each including everything in the plan before it. We respond within your plan's response time, counted in working hours (Sunday to Friday, 8:30 am to 6:00 pm GST). We do not set resolution times, because many fixes depend on Google, Microsoft or Zoho.
01
Essentials
Expert help for an IT team that runs the platform itself.
- Tickets
- 4 tickets a year
- Response
- Within 4 working hours
02
Standard
The same scope, with a monthly ticket allowance.
- Tickets
- 4 tickets a month
- Response
- Within 4 working hours
03
Premium
Adds user and group management, Outlook help and remote sessions.
- Tickets
- 8 tickets a month
- Response
- Within 4 working hours
04
Managed
Adds direct help for your end users and day-to-day administration.
- Tickets
- 16 tickets a month
- Response
- Within 4 working hours
What each support plan includes
Scroll sideways to compare all four plans.
| Service | Essentials | Standard | Premium | Managed |
|---|---|---|---|---|
| Spam, spoofing and phishing analysis and troubleshooting* | ||||
| “How to” help for your IT team | ||||
| Email delivery issues and failures | ||||
| Coordinating with Google or Microsoft support | ||||
| Turning core apps and services on or off | ||||
| Mobile setup help | ||||
| Spam bypass for a domain | ||||
| Blocking senders or domains | ||||
| Help for your IT focal point | ||||
| User management | ||||
| Group membership management | ||||
| Remote support through Zoho Assist (with your IT person present) | ||||
| Google Workspace Sync for Microsoft Outlook setup | ||||
| Debugging Outlook with Google Workspace or Exchange Online | ||||
| Google Drive or OneDrive management on request | ||||
| Direct support for your end users | ||||
| On-call help with newly released features | ||||
| Email signature help and image linking | ||||
| Email back-end routing |
- Not included in any plan, and quoted separately: adding subdomains or extra domains, mailbox migration after sign-off, backing up user data (for example before a licence is reused), recovering data a user deleted, and problems caused by third parties such as your internet provider or domain registrar.
- * We analyse the cause of spam, spoofing and phishing on every plan; fixing it is chargeable and needs your cooperation to enforce policies. Users must turn on two-step verification.
- All support is remote: email, phone and remote session. Support is a separate paid component from licences, and also covers licences bought elsewhere once your admin gives us access and you sign a support plan.
- No plan? Google Workspace and Microsoft 365 support can also be bought per ticket, charged for each ticket we resolve: OMR 25, AED 250 or QAR 250 a ticket, or 20% off in a pack of 10 and 30% off in a pack of 25. Prices exclude VAT; prices as of October 2026.
Priority follows impact
Priority levels
An IT AMC is an annual maintenance contract: a yearly agreement where an IT provider supports your systems for a fixed fee rather than charging per request. Our support plans (Essentials, Standard, Premium and Managed) are AMCs for Zoho, Microsoft 365 and Google Workspace. Each sets a ticket allowance, a response time and the tasks included; anything outside the plan is quoted separately.
- P1
- P2
Handled second
One team
- Who is affected
- One team or department is affected.
- How to raise it
- Email support@gulfinfotech.com and phone the support line for your country.
- Response target
- Your plan's response time
- P3
Handled third
One user
- Who is affected
- One user is affected, for example a how-to question.
- How to raise it
- Email support@gulfinfotech.com.
- Response target
- Your plan's response time
Support desks
Where and when is support available?
Support runs Sunday to Friday, 8:30 am to 6:00 pm Gulf Standard Time (GST), except public holidays. Remote support covers every GCC country.
Dubai, UAE
Support phone: +971 4 447 5815
Local time--:--
Checking hours- Support hours
- Sunday to Friday, 8:30 am to 6:00 pm GST
- Countries served
- UAESaudi ArabiaKuwaitBahrain
Muscat, Oman (head office)
Support phone: +968 2200 6688
Local time--:--
Checking hours- Support hours
- Sunday to Friday, 8:30 am to 6:00 pm GST
- Countries served
- Oman
Doha, Qatar
Support phone: +974 7471 2837
Local time--:--
Checking hours- Support hours
- Sunday to Friday, 7:30 am to 5:00 pm Doha time (8:30 am to 6:00 pm GST)
- Countries served
- Qatar
From the published office hours. Public holidays are not shown.
Local details: IT support in Oman, IT support in the UAE, IT support in Qatar.
Raise a ticket
How do I raise a support ticket?
Email support@gulfinfotech.com from your company address; each email opens a ticket. Requests sent through other channels are not covered by the plan's response time. How we handle every ticket, step by step: how Gulf Infotech supports you.
- Step 1:
Try the basics first
check the knowledge base and make a reasonable effort to fix the issue.
- Step 2:
Describe the issue
who is affected, what you see (a screenshot helps), your setup and when it started.
- Step 3:
Call for urgent issues
Oman +968 2200 6688, UAE +971 4 447 5815, Qatar +974 7471 2837, during support hours.
- Step 4:
Allow a remote session if needed
our engineer may connect with Zoho Assist, only with your consent, and stays in touch by email or phone.
- Step 5:
Confirm the fix
we close the ticket once you confirm it is resolved.
From ticket to resolved
Escalation path
What happens to a ticket after you raise it.
Stage 01
Helpdesk
We confirm the ticket and set its priority by how many people are affected.
Stage 02
Engineer
An engineer investigates and fixes it, connecting by remote session only with your consent.
Stage 03
Vendor escalation
If the fault sits with Google, Microsoft or Zoho, we open, follow and close the case with the vendor for you.
Stage 04
Resolved
We close the ticket once you confirm it is resolved.
Contacts
Support contacts
Each office runs its own support line. Email reaches every desk.
United Arab Emirates
Gulf Infotech FZCO
- Support line
- +971 4 447 5815
- Office
- Office 3306-4, 33rd Floor, BB1 Tower, Mazaya Business Avenue, JLT, PO Box 211860, Dubai, UAE
Oman
Gulf Infotech LLC
- Support line
- +968 2200 6688
- Office
- Coral Building, 2-A3, Dohat Al Adab Street, PO Box 1211, PC 133, Muscat, Oman
Qatar
Gulf Infotech WLL
- Support line
- +974 7471 2837
- Office
- Office 220, Floor 6, Section 5, Al-Muntazah Trading Centre, Al Hiten Street, Doha, Qatar
FAQ
Questions about service levels
How do I raise a support ticket?
Email support@gulfinfotech.com from your company email address. Each message opens a ticket. Say who is affected, what you see and when it started, and attach a screenshot if you can. For urgent issues, call your support line during support hours: Oman +968 2200 6688, UAE +971 4 447 5815.
What is your support response time?
We respond within 4 working hours on every plan. Working hours are Sunday to Friday, 8:30 am to 6:00 pm GST. Many fixes depend on Zoho, Microsoft or Google, so we follow each case with the vendor until it is closed. Full commitments are in our service level agreement.
Get IT support that knows your systems
Tell us how many users you have and which platforms you run, and we will recommend the support plan that fits.
Other legal documents
- Privacy PolicyHow Gulf Infotech collects, uses and protects personal data on gulfinfotech.com and when we work with you.Read
- Terms & ConditionsThe terms that apply when you use the Gulf Infotech website, place an order or pay us online.Read
- Refund PolicyGulf Infotech does not offer refunds, and orders cannot be cancelled from the day of purchase. Licences follow the vendor's terms; our services follow our SLA.Read