الدعم

Technical support

End customers are supported by their integrator. Certified partners escalate to CityIntegrator second line through the portal, with product and version context attached.

دخول الشركاءقاعدة المعرفة

How escalation works

  1. 1

    First line — your integrator

    Site issues, configuration, user training and hardware are handled by the partner who installed the system.

  2. 2

    Second line — CityIntegrator

    Certified partners raise a ticket with product, version and logs. We suggest known fixes from the knowledge base before the ticket is filed.

  3. 3

    Escalation

    Tickets that pass their response or resolution target are flagged and escalated to the support lead automatically.

Response targets

PriorityFirst responseTarget resolution

Targets are measured in business hours and are configurable per priority in the admin console.