Support SLA & response-time policy
Site Safety UAE is a software-only, founder-run platform. This page publishes the exact response-time commitments for each plan so you always know what to expect.
Founder review status: On track
Updated 2026-07-22
Founder reviewing new tickets daily. Responses within the published SLA window.
Response times by plan
| Plan | First response | Resolution target | Channel | Hours |
|---|---|---|---|---|
Free Self-serve users | 2 UAE business days | 5 UAE business days | Email + in-app help | Business hours |
Pro Growing HSE teams | 24–48 hours | 3 UAE business days | Founder email support | Business hours, best-effort weekends |
Enterprise Multi-site & regulated portfolios | 1 UAE business day | 2 UAE business days (target) | Named account contact + priority escalation | Business hours, 99.9% uptime SLA |
Severity levels
- S1 — Outage: 4 hours acknowledge, best-effort resolution
- S2 — Major: 1 UAE business day acknowledge
- S3 — Minor / question: 2 UAE business days acknowledge
What support covers
- • Bug reports and platform outages
- • Account, billing & access issues
- • Product questions and guided setup help
- • Compliance-content clarifications on UAE authority templates
What's out of scope
- • On-site consulting, audits or classroom training (software-only licence)
- • Custom development outside the published roadmap
- • 24/7 phone hotline — support is email-first
Reach the founder
Email info@sitesafetyuae.com with your organisation name and a short description. In-app users can also use the "Report an issue" button on any page — those tickets are triaged first.
Report an incident now
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