What kind of issues can I raise?

• System accessibility or sync failures
• Reporting anomalies or delays
• Integration/API issues
• Account or role access problems
• Downtime, IMEI blacklist/whitelist processing
• Data inconsistencies

How do I submit a ticket?

You can submit a ticket through the Add a Ticket available on our website.

Can I attach supporting documents or screenshots?

Yes. The ticket form allows you to upload files relevant to the issue such as screenshots, logs, or request letters.

How will I know the progress of my issue?

You can log into the portal and track your ticket under “My Tickets”. Statuses such as Open, In Progress, Resolved, or Escalated will be visible, along with support team comments.

How soon can I expect a response?

Acknowledgement is typically sent within 1 working day. Resolution times may vary depending on the nature and priority of the issue. Critical issues are prioritized and escalated accordingly.

Who do I contact if I need urgent attention?

Use the “High Priority” flag while submitting the ticket. For emergencies outside working hours, follow your organization’s escalation protocol or contact the dedicated CEIR liaison directly.

What happens after my issue is resolved?

You’ll receive a notification with the resolution details. You can confirm resolution or reopen the ticket if the issue persists. Resolved tickets will be archived for audit and tracking.

Can I view issue trends or summaries?

Yes. Dashboard charts will be available showing: Most reported issue categories, Resolution times, Overdue tickets, Monthly trends. This helps in ongoing analysis and process improvement.