SmartSky
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Support centre

How we receive and handle your ticket

One documented channel for every issue, with priorities and response times defined in your contract. The goal is that you always know where your request stands.

Client PortalService status

Support channels

  • Ticketing system

    The official channel for every issue. It guarantees documentation and traceability, and routes straight to the right team.

    Open the client portal

  • Email

    For existing customers and for questions that don't need an account. Converted into a ticket automatically.

    support@smartsky.com.eg

  • Phone

    To escalate critical incidents after a ticket is opened, within your contract's coverage hours.

    +20 10 5099 8320

Incident classification

  • CriticalComplete outage of a production service or data loss, with no workaround.
  • HighPartially working service or significant degradation affecting several users.
  • MediumA fault affecting one user or a limited function, with a workaround.
  • LowA question, change request or non-urgent improvement.

What speeds up a resolution

  • A clear description of what happened and when it started
  • Steps to reproduce it, if possible
  • A screenshot or the full error message text
  • How many users are affected
  • Any change made shortly before the problem appeared

Frequently asked questions

How do I know my response times?
Response times and coverage are written into your contract or service order. The general framework is set out in the service-level agreement on this site, but the binding figures are the ones in your contract.
What if the problem is at a third-party provider?
We pursue it with them on your behalf and keep you updated, but their resolution time doesn't count against our commitment because it's outside our control.
Do you support systems you didn't build?
Yes, within the contracted scope and after an assessment and documentation phase. We don't change a production system we don't understand.
How do I escalate an unresolved ticket?
Request escalation inside the ticket itself. The record stays unified and the request reaches a higher management level under the same reference.

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