Technology & digital transformation

Support and Training: ongoing operation and teams who know their systems

A system does not end at launch. We provide ongoing technical support for systems and infrastructure: regular updates, handling of faults and requests, training for users and administrators, and documentation that stays current. Scope, service levels and response times are set out in the contract, not in general promises.

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What we offer

We support systems we have developed or set up, and can support existing client systems after a technical assessment. This covers receiving issues through defined channels, logging and classifying them by impact, fixing faults, applying security and functional updates in agreed maintenance windows, periodic system health reviews and monthly reports on issues and how they were handled.

Training is a core part of support. We prepare role-based programmes: end users who need to master their daily tasks, administrators who manage accounts and settings, and technical staff who handle first-level support internally. Training is hands-on in a training environment rather than on live data, on site or remote, in Arabic or English, with short guides and explanatory videos where useful.

We care about documentation because it preserves knowledge when people change: user guides, technical operations guides, configuration and change records and FAQs. Service levels, such as support hours, response times per impact level and contact channels, are defined in the contract according to your needs and budget, and we commit to what is written there.

Who it is for

Public institutionsSystems used by many staff that need organised support and training with every expansion or update.
HospitalsContinuously running systems and staff working in shifts, requiring repeated training and support with clear priorities.
Companies without an in-house IT teamNeed one party responsible for support and updates instead of piecemeal solutions.
Organisations after a new system launchThe post-launch period needs intensive support and additional training until use settles.
In-house technical teamsWant higher-level support and specialised training while keeping day-to-day support in-house.

Problems we address

Staff do not know whom to report a fault to, so issues get lost or delayed.
Systems that have not been updated since launch because nobody took ownership.
New staff learn the system informally from colleagues, so mistakes repeat.
Operational knowledge in one person's head with no documentation.
Unwritten support promises, so nobody knows what was actually agreed when a dispute arises.
Partial use of the system because users do not know its functions.

Tasks and deliverables

Service level agreement: A contract defining support scope, systems covered, working hours, impact levels, agreed response times and contact channels.
Issue management: A single channel to log, classify and track issues to closure, keeping the reporter informed.
Updates and maintenance: Scheduled security and functional updates in announced maintenance windows, tested beforehand with a rollback plan.
Troubleshooting: Diagnosing and fixing faults and documenting cause and solution to reduce recurrence.
Role-based training programmes: Hands-on training for users, administrators and technical staff, with a simple check of what was learned.
Documentation: User guides, technical operations guides, change records and an FAQ base, updated with every significant change.
Periodic reports: A monthly or quarterly report on issues, handling times, updates applied and recommendations.

Who does what

What IAG does

Receive, classify and resolve issues according to the service level agreement.
Plan, carry out and test updates and maintenance.
Prepare and deliver training programmes.
Produce and update documentation.
Provide periodic reports and improvement recommendations.
Coordinate with software vendors and hosting providers where needed.

What specialists, partners and authorities do

The client names a support coordinator and internal reporting channels and approves maintenance windows.
External software and hardware vendors provide updates and fixes for their products under their terms.
The client's technical team, where one exists, handles first-level support as agreed.

Practical example

Illustrative scenario

Organising support and training after an internal system launch

An organisation has launched a new system across several departments, and issues arrive by phone and personal messages without any structure.

Agree the support scope and levels and document them in the contract.
Set up a single issue channel and announce it to staff.
Train a coordinator in each department as the first point of support.
Run short user sessions on less-used functions.
Update the user guide and FAQ base based on the first issues received.
Deliver a monthly report on the most frequent issues and proposed improvements.

This is an illustrative scenario to explain our approach, not a client reference.

How we work together

Getting to know the systems
We review the systems in scope, their documentation and condition, and identify what is needed before support starts.
Service level agreement
We define scope, hours, impact levels and response times with you and record them in the contract.
Set-up
We prepare the issue channel, contacts, maintenance windows and baseline documentation.
Training
We train users, administrators and technical staff according to their roles.
Operation and support
We handle issues and apply updates as agreed.
Review and improvement
We review reports with you regularly and adjust support and training as needed.

Intended results

A clear channel for issues and organised follow-up.
Systems updated regularly and according to plan.
Users who can work with the system more confidently.
Documented operational knowledge that does not depend on one person.
Written support commitments known to both parties.

What we need from you

A list of systems to be supported and available documentation.
A coordinator and departmental contact points.
Priorities, critical systems and required support hours.
Appropriate technical access, provided through agreed secure channels, not via the public website.
Time for staff to attend training.
Approval of maintenance windows.

Basis for cost and timeline

Cost depends on the number of systems and users, required support hours, agreed response times, the expected volume of updates and the number and location of training sessions. Support is usually provided under a fixed monthly or annual contract for a defined scope, or as a block of hours; training can be priced per programme. All of this is set out in the contract and service level agreement.

Frequently asked questions

What is your response time?

It is defined in the contract according to issue impact and the support hours you choose. We do not publish general response times beyond what is agreed in writing.

Do you support systems you did not develop?

In many cases, yes, after a technical assessment of the system and its documentation; this may require an onboarding phase.

Can training be remote?

Yes, on site, remote or a mix, in Arabic or English, with materials that can be consulted later.

Does support include developing new features?

Support covers fixes and updates within the agreed scope. New features are usually priced separately or drawn from a block of hours if the contract provides for it.

How do we report a fault?

Through the channel defined in the contract, with a description and a screenshot if possible, without sending passwords or sensitive data.

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