Support
One channel, one ticket number
One channel for subscribing entities, a support ticket for every request, and published commitments in the service level agreement.
How to reach us
- The primary channel for subscribing entities. Every message opens a support ticket with a tracking number.
- WhatsApp Business
- For urgent cases during working hours, after a support ticket has been opened by email.
- Working hours
- Kingdom time, official working days.
- Critical cases
- Handled according to the severity level defined in the service level agreement, inside and outside working hours depending on the level.
Email: support@etharien.com · WhatsApp: +966 50 531 0460 · Working hours: Sunday to Thursday, 08:00 to 17:00 (Riyadh)
What speeds up a support ticket
The entity and environment name, the page or screen where the problem appeared, what was expected and what happened, the time it occurred, and a screenshot if possible without personal data. The more precise the description, the faster the triage.
There is no public knowledge base in this release; requests are followed by ticket number.
Service level agreement
Severity levels, response targets, availability, backup and recovery are published in the service level agreement. Short answers to what entities ask about the platform itself are in the frequently asked questions.