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Support & Services

Delivering Customer Support & Services in the UAE

UAE-based customer support team
Clear SLAs
Defined response & repair time
Local stock of critical spare parts

UAE-based Customer Support

Tech Support Team Fully Based in the UAE

Responding to your request within 1 hour or less, depending on the selected support option. Focused on customer priorities. Delivering support in Arabic and English. Request support 24 x 7 x 365.

Engineering Center of Excellence

Global and local engineering expertise. Kerno's engineers are all based in Dubai Silicon Oasis. Focused on identifying effective solutions for any level of customer request complexity.

Customer Training Center

Kerno's training center is committed to enablling customers and partners to maximize their business impact, value, and ROI of each products delivered by Kerno. Individual training is available upon request.

Custom solution testing labs

Kerno's own testing labs are dedicated to empowering our customers throughout the process of developing, testing, and implementing custom tech solutions - based on customers’ unique requirements.

Your Customer Support Options

	Cruise	Performance	Full Throttle
Onsite support
An incident reaction time	within 4 hours	within 2 hours	within 1 hour
Customer support availability	9 a.m. to 5 p.m. UAE time	24 x 7	24 x 7
Self-service request registration 24 x 7 x 365
Omnichannel support: call-center, e-mail, self-service portal
Real-time request status monitoring
Spare parts for replacement
Dedicated service manager
Reports		2 times a year	quarterly
Software updates installation		remote
Preventive measures & maintenance		2 times a year	quarterly
Root-cause analysis for critical incidents
Fixed recovery time option
Remote monitoring