Client support
The Senses Service Desk handles support for our existing clients, in English and Arabic. To raise a ticket, email the Service Desk at the address in your service agreement or onboarding pack. If you cannot find it, ask your designated account manager.
This page is for existing clients. Planning a new project? Send an inquiry.
How to raise a ticket
Step 1. Email the Service Desk.
Use the Service Desk address in your service agreement or onboarding pack. If you cannot find it, ask your designated account manager. Your email opens a ticket.
Step 2. Include these details.
Detail What to tell us Site The plant, substation, site office or camp affected Company Your company, for example the project company or the operating company Contact Your name and a phone number we can reach you on today Priority The priority you think applies, from P1 to P4 (see below) Description What happened, when it started, who or what is affected and anything you have already tried Screenshots Error messages or anything else that shows the problem, attached to the email - Detail
- Site
- What to tell us
- The plant, substation, site office or camp affected
- Detail
- Company
- What to tell us
- Your company, for example the project company or the operating company
- Detail
- Contact
- What to tell us
- Your name and a phone number we can reach you on today
- Detail
- Priority
- What to tell us
- The priority you think applies, from P1 to P4 (see below)
- Detail
- Description
- What to tell us
- What happened, when it started, who or what is affected and anything you have already tried
- Detail
- Screenshots
- What to tell us
- Error messages or anything else that shows the problem, attached to the email
Service hours
| Item | Our standard |
|---|---|
| Service hours | Sunday to Thursday, 9:00 to 18:00 Egypt time, excluding Egyptian public holidays |
| Monitoring | Automated monitoring 24 hours a day, 7 days a week |
| Priority 1 incidents | Acknowledged within 1 hour, at any time |
| Languages | English and Arabic |
| On site | Field team based in Ras Ghareb |
| Reporting | Monthly report on uptime, bandwidth use and incidents, for managed service contracts |
- Item
- Service hours
- Our standard
- Sunday to Thursday, 9:00 to 18:00 Egypt time, excluding Egyptian public holidays
- Item
- Monitoring
- Our standard
- Automated monitoring 24 hours a day, 7 days a week
- Item
- Priority 1 incidents
- Our standard
- Acknowledged within 1 hour, at any time
- Item
- Languages
- Our standard
- English and Arabic
- Item
- On site
- Our standard
- Field team based in Ras Ghareb
- Item
- Reporting
- Our standard
- Monthly report on uptime, bandwidth use and incidents, for managed service contracts
Outside service hours, Priority 1 incidents are acknowledged within 1 hour. Other tickets are handled during service hours. Your contract sets the service levels that apply to your site.
How we set priority
Each ticket gets a priority from P1 to P4, in line with ITIL. The Service Desk sets the priority from impact and urgency. Impact is how much of the site, or how many people, the problem affects. Urgency is how quickly the effect on the site grows, or how soon the work is needed.
| Priority | When it applies |
|---|---|
| P1 | Internet or core network down at the site, or significant impact on site operations. Acknowledged within 1 hour, at any time. |
| P2 | Major function impaired; workaround difficult |
| P3 | Limited or single-user impact |
| P4 | Request, query or minor issue |
- Priority
- P1
- When it applies
- Internet or core network down at the site, or significant impact on site operations. Acknowledged within 1 hour, at any time.
- Priority
- P2
- When it applies
- Major function impaired; workaround difficult
- Priority
- P3
- When it applies
- Limited or single-user impact
- Priority
- P4
- When it applies
- Request, query or minor issue
Response and resolution targets for P2 to P4 are set in each client’s contract.
Reporting a P1 outside service hours
Email the Service Desk at any time. For urgent escalation, phone your designated account manager directly, or the next contact in your escalation matrix. Their numbers are in your service agreement.
Escalation
If a ticket is not moving as fast as your site needs, escalate it by phone. Every client has a designated account manager, with backup contacts named in the escalation matrix in your service agreement.
- 1Phone your designated account manager.
- 2If they are not available, phone the next contact in your escalation matrix.
- 3The matrix ends with the Managing Director.
The phone numbers are in your service agreement, not on this website.