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Support & Service

Customer Support& Services

Local customer support
Clear SLAs
Defined response & repair time
Stock of mission-critical spare parts

UAE-based Customer Support

Tech Support Team Fully Based in the UAE

Minimal, fixed response time. Request support 24 x 7 x 365. Centered around customer goals and priorities. Tech support delivered in Arabic and English.

Engineering Center of Excellence

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

Customer Traning Center

Kerno's training center is committed to enablilng customers and partners to maximize impact, value and ROI of all products developed and delivered by Kerno. Individual training is available upon request.

R&D and 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 unique goals and scenarios.

Your Customer Support Options

	Cruise	Performance	Full Throttle
The incident reaction time (maximum priority)	within 4 hours	within 2 hours	within 1 hour
Support line request resolution	9x5	24x7	24x7
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	quaterly
Updates installation		remote
Root-cause analysis for critical incidents
Fixed recovery time option
Remote monitoring