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Support Center
How to open a ticket, what response times to expect, and how our support tiers work.
Every client of CORE KSA Technologies has access to our 24/7 US-based help desk and network operations center. This page explains how to reach us, what to expect, and how our priority tiers work.
How to open a ticket
- Email: support@coreksatech.example (auto-generates a ticket)
- Phone: +1 (310) 995-3218 (24/7)
- Portal: Client portal accessible from your desktop icon and browser bookmark.
Priority tiers & response commitments
- Priority 1 — Critical: System down, business stopped. Response: 15 minutes. Resolution target: 4 hours.
- Priority 2 — High: Major function impaired. Response: 1 hour. Resolution target: 8 hours.
- Priority 3 — Medium: Non-critical issue. Response: 4 business hours. Resolution target: 2 business days.
- Priority 4 — Low: Request or how-to. Response: 1 business day. Resolution target: 5 business days.
Escalation
If at any point you feel a ticket is not moving fast enough, you can escalate to your Service Delivery Manager or directly to our Director of Operations. Every account is provided a named escalation contact list during onboarding.