Business hours
- Sunday-Thursday, 09:00-18:00 GST
- Next business day response
- Email and portal cases
- Annual health check
Home / Support
Technical support
Support for the systems we build and the systems you already run – incident response, health checks, upgrades and fully managed operation.
Support plans
Three levels, priced by response not by headcount
Extended hours & priority
- Sunday-Thursday, 07:00-21:00 GST
- Four business hour response
- Telephone escalation
- Semi-annual health check
- Upgrade planning support
Critical operations
- 24/7 for severity-one incidents
- One hour response, severity one
- Named engineer who knows your environment
- Quarterly health check and review
- Managed upgrades included
What is covered
Implementation support, not licence support
We support how your system is built, configured and used: environments, data models, services, applications, integrations and performance.
Defects in the vendor product itself remain with the vendor, through the licence channel you purchased from. We will raise, track and translate those cases on your behalf – but we will not pretend to be the vendor.
Esri and ArcGIS are trademarks of Environmental Systems Research Institute, Inc. SAP, Oracle, Microsoft and other product and company names are the trademarks of their respective owners, referred to here only to describe the platforms our services work with. infotech innovation (FZE) is an independent consultancy and is not a distributor, reseller or authorised training provider for any of them. Course materials are developed independently.
Incident response
Diagnosis and resolution for outages, errors and performance problems, with a written root cause for severity-one cases.
Health checks
Scheduled review of architecture, capacity, data quality, backups and security posture against a published checklist.
Upgrades & patching
Planned upgrades with a dependency map, a test pass and a rollback plan agreed before the window opens.
Managed operation
We run the platform day to day: monitoring, user administration, publishing, backups and capacity planning.
Logging a case
How support actually works
How do I raise a case?
By email to the support address given in your service schedule, or through the support portal we set up during onboarding. Enterprise plan customers also get a telephone escalation number for severity-one incidents.
How is severity decided?
Against a definition agreed in your service schedule, based on business impact rather than technical complexity. A production outage affecting field crews is severity one; a cosmetic symbol problem is not, however annoying.
Can you support a system someone else built?
Yes, and we often do. We start with a health check so we understand what we are taking on, then agree the plan. We will tell you honestly if the system needs remediation before a support arrangement makes sense.
Do you work inside our environment?
Where the data cannot leave, yes. We work under NDA as standard and can operate through your own access controls, jump hosts and change process.
Start a conversation
Have a geospatial problem, a research question, or a technology decision to get right?
Tell us what you are trying to find out. We come back within two working days with an honest view of whether we can help, how long it would take and what it would cost – before you commit to anything.