Tarika Support
We’re here to help you every step of the way.
Welcome to our Support Center! Have a question or need assistance? Fill out the form below, and our dedicated team will promptly address your concerns.
| Trouble | Priority |
Response Time 9:00 AM – 5:30 PM Weekdays |
Response Time 5:30 PM – 9:00 AM Weekends/Holidays |
|
Service not available (all users and functions unavailable. Ex: Server down).* |
1 | Remote within 1 hour | Remote within 2 hours |
|
Significant degradation of service (large number of users or business critical functions affected).* |
2 | Remote within 2-4 hours | Remote within 4-6 hours |
| Small/ Limited degradation of service (limited number of users or functions affected, business process can continue).* | 3 | Remote within 24 hours | Remote within 48 hours |
- Customer is required to initiate a ticket for any support request.
- For same day services on priority 3 tickets must be entered before 4 PM EST.
- Tarika at its discretion shall assign a technician to address a service ticket or project work.
- On-site support is NOT included. Any on-site work requirements will incur additional costs, which will be discussed and agreed upon on a case-by-case basis
- ONLY P1& P2 tickets will be supported over holidays and weekends. P3 requests are handled the next business day.
- Tarika will collaborate closely any on-site personnel appointed by the customer to communicate, notify, and seek support for matters that may necessitate physical contact with the infrastructure. This includes situations where access to premises or equipment is required to fulfill obligations under the agreement.
- Customer acknowledges that circumstances beyond Tarika's control, constituting Force Majeure, may either extend or impede remote or on-site response capabilities.