Who is affected
one user, a team or the whole company, with the email addresses involved.
Support · For Gulf Infotech customers · Dubai · Muscat · Doha
How Gulf Infotech supports you
Email us, call your office's support line or open a remote session with our engineers. This page shows how a request moves from your inbox to a fix.
Why Gulf Infotech
Who answers when you contact us
One support team for every country
working remotely on the same ticket desk, so the person who picks up your ticket knows your setup. Our offices in Dubai, Muscat and Doha look after your account and local billing.
A large team of certified engineers
across Google, Microsoft and Zoho.
Direct vendor escalation
as a Zoho Authorized Partner, Microsoft Solutions Partner for Modern Work and Google Cloud Premier Partner.
Support in six languages
English, Arabic, Hindi, Malayalam, Tamil and Bengali.
Platforms our support plans cover
Google Workspace
Microsoft 365
IT support · start here
What do you need right now?
Gulf Infotech supports its customers by email, phone and remote session, Sunday to Friday, 8:30 am to 6:00 pm Gulf Standard Time. Every email to support@gulfinfotech.com opens a ticket, an engineer responds within the time your plan sets, and we escalate to Zoho, Microsoft or Google when the fault sits with them.
Raise a support ticket
email support@gulfinfotech.com from your company address. One email, one ticket.
Call the support line
for urgent issues during support hours. Dubai +971 4 447 5815, Muscat +968 2200 6688, Doha +974 7471 2837.
Fix it yourself
step-by-step guides for Google Workspace, Microsoft 365 and Outlook admins and users.
Check what your plan covers
response times, what is included and what is quoted separately.
Raise a ticket
What happens after you raise a ticket?
Ticket logged
your email to support@gulfinfotech.com opens a ticket and you get a reference number. Reply on the same thread so the history stays together.
Triage
an engineer checks who is affected and how badly, and sets the priority. A whole office without email comes before a single user's signature.
First response
you hear from an engineer within 4 working hours, on every plan.
Investigation
the engineer works on the issue and, only with your consent, connects to a device through a remote session.
Vendor escalation
if the fault is on Google's, Microsoft's or Zoho's side, we open the case with the vendor, follow it and keep you updated.
Closed with you
we close the ticket once you confirm the problem is solved.
IT support · At a glance
Which channel should you use?
Only email tickets are measured against your plan's response time, because they leave a written record of the request.
| Channel | Use it for | How |
|---|---|---|
| Email ticket | Every request, from a password reset to a mail delivery problem | support@gulfinfotech.com, from your company address |
| Support line | Urgent issues that stop work, during support hours | Call your office's support number below, then send the ticket email |
| Remote session | Problems an engineer needs to see on a laptop or phone | Our engineer sends a link; nothing connects without your consent |
| Knowledge base | Quick how-to questions you can solve in minutes | Guides for admins and users |
| Your account manager | Licences, renewals, new users and quotes | Contact us or connect@gulfinfotech.com |
Email ticket
- Use it for
- Every request, from a password reset to a mail delivery problem
- How
- support@gulfinfotech.com, from your company address
Support line
- Use it for
- Urgent issues that stop work, during support hours
- How
- Call your office's support number below, then send the ticket email
Remote session
- Use it for
- Problems an engineer needs to see on a laptop or phone
- How
- Our engineer sends a link; nothing connects without your consent
Knowledge base
- Use it for
- Quick how-to questions you can solve in minutes
Your account manager
- Use it for
- Licences, renewals, new users and quotes
- How
- Contact us or connect@gulfinfotech.com
Coverage
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. All support is delivered remotely.
Remote support · Customers served
- UAE
- Saudi Arabia
- Kuwait
- Bahrain and the rest of the Middle East
- Oman
- Qatar
01
Dubai, UAE
- Support line: +971 4 447 5815
- Support hours: Sunday to Friday, 8:30 am to 6:00 pm GST
- Customers served: UAE, Saudi Arabia, Kuwait, Bahrain and the rest of the Middle East
Dubai, UAE
Local time--:--
From published office hours. Public holidays are not shown.
02
Muscat, Oman (head office)
- Support line: +968 2200 6688
- Support hours: Sunday to Friday, 8:30 am to 6:00 pm GST
- Customers served: Oman
Muscat, Oman
Local time--:--
From published office hours. Public holidays are not shown.
03
Doha, Qatar
- Support line: +974 7471 2837
- Support hours: Sunday to Friday, 7:30 am to 5:00 pm Doha time (8:30 am to 6:00 pm GST)
- Customers served: Qatar
Doha, Qatar
Local time--:--
From published office hours. Public holidays are not shown.
IT support · Explained
How fast do we respond?
We respond within 4 working hours on every support plan. Working hours are the support hours above. A response means an engineer has picked up your ticket and is working on it.
Resolution time depends on the fix, and many fixes depend on Zoho, Microsoft or Google. What we commit to is following each case until it is closed and keeping you informed. The full commitments, including what each plan includes and what is quoted separately, are in our service level agreement.
IT support · What we deliver
What should a ticket include?
What you see
the error message or a screenshot, and what you were trying to do.
When it started
the time it began and whether anything changed just before, such as a password, a device or a DNS record.
How urgent it is
whether work has stopped, or there is a workaround for now.
The best contact
who we should call or message back, and when they are available.
Not sure which of these you need?
Tell us how your team works and we will recommend where to start, with a quote in your currency.
IT support · Explained
Not a support customer yet?
Support is a paid service, separate from licences. If you buy Zoho, Microsoft 365 or Google Workspace through us, or already run them and want a team to look after them, choose one of our managed IT support plans: Essentials, Standard, Premium or Managed. Each sets your ticket allowance and response time. We also support licences bought elsewhere, once your admin grants us access and you have a support plan with us.
Self-service
Help yourself first
Many common questions have a step-by-step answer in our knowledge base, from 2-Step Verification backup codes to sending mail as another address. For platform help, see Google Workspace support and administration and Microsoft 365 support and administration.
IT support · FAQs
Frequently asked questions
What are your support hours?
Support runs Sunday to Friday, 8:30 am to 6:00 pm Gulf Standard Time (GST), except public holidays. In Doha that is 7:30 am to 5:00 pm local time. Tickets you email outside these hours are logged and picked up when support opens. Planned work such as a migration cut-over can be scheduled outside hours by agreement, as part of that project.
How do I raise a support ticket?
Email support@gulfinfotech.com from your company address. Each email opens a ticket with a reference number, and you should reply on the same thread. Say who is affected, what you see and when it started, and attach a screenshot if you can. For urgent issues, also call your office's support line during support hours.
How fast will you respond?
Within 4 working hours on every plan. Resolution depends on the fix, and many fixes depend on Zoho, Microsoft or Google, so we follow each case with the vendor until it is closed. The details are in our service level agreement.
How is support delivered?
Remotely, by email, phone and remote session, Sunday to Friday, 8:30 am to 6:00 pm GST. That is how most cloud, email and device issues are fixed fastest, because everything you run with us is in the cloud. Planned work outside these hours, such as a migration cut-over, is scheduled by agreement as part of that project.
I am not a customer yet. How do I get support?
Choose one of our managed IT support plans, Essentials, Standard, Premium or Managed, and we will set you up as a support customer. We support Zoho, Microsoft 365 and Google Workspace, including licences you bought elsewhere, once your admin gives us access. Tell us your user count and platforms and we will recommend a plan.
Need help with something now?
Email support@gulfinfotech.com from your company address, or call the support line for your office during support hours.
Urgent? Call during office hours