Support and Response Targets

This page sets out how to reach us, when we are open, and how quickly we aim to answer. It also states plainly what it does not promise. It is for customer organisations and for anyone deciding whether the support arrangement is good enough before they buy.

How to reach us

Open a ticket from inside the platform, under Support. A ticket is attached to your organisation, so whoever picks it up can see the company it concerns without you having to explain it.

Or write to training@shogconsulting.com from an address associated with an administrator on the account. Security questions and questionnaires go to the same address.

Learners do not contact us. A learner who cannot reach their training should contact their own administrator, who can resend the link. We do not act on a request from someone we cannot place against your account.

When we are open

Monday to Friday, 09:00 to 18:00 Gulf Standard Time, excluding UAE public holidays. Tickets can be raised at any hour; they are answered inside those hours.

Availability

We aim to keep the platform up, and we start work on an outage as soon as we know about it. What that is worth in practice is better said than assumed.

The service runs in a single Middle East region. There is no second region and no standby site waiting to take over, so a failure large enough to take the region down takes us with it. Faults the platform can see raise an alert automatically; an outage severe enough to stop it reporting is noticed by a person, which is why the hours above matter. Inside them, work starts immediately. Outside them, it starts when someone sees it.

An outage costs you time, not evidence. Training here is asynchronous, so nobody misses a scheduled class: a learner comes back and carries on from where they stopped, with their progress intact. Certificates already issued stay issued, and where you have connected your own Microsoft or Google storage the certificate files are in it and reachable whether or not we are up.

This is the level the price buys, and we would rather say so than imply more. A platform that commits to an availability percentage and pays credits when it misses is priced for that commitment: a second region, a rota, somebody awake at three in the morning. Ours is priced for training that is not time-critical, and it is built to match. If your risk assessment needs more than that, raise it before purchase so it can be agreed rather than assumed.

What we aim for

These are the times we manage to for a first response: a human reading your ticket and telling you what is happening, not a resolution.

These are targets, not warranties. We publish them because you should know what to expect, not so that a missed target becomes a claim. There are no service credits.

There is no resolution target. How long a fix takes depends on what broke, and a number invented here would tell you nothing. What we will do instead is tell you what we know, and keep telling you while it is open.

Planned maintenance

Where work needs the service to be down, we give at least 48 hours' notice by email to your account contacts and do it outside business hours. Short deployments that do not interrupt a session happen without notice.

What this page does not promise

We would rather be believed on what is above than pad this page. So, plainly:

• No uptime percentage. The section above describes how the service is run; it does not turn into a figure. We publish no availability percentage and give no availability guarantee, which matches the Security Policy: any availability commitment is the one recorded on your order form, and none is implied here.
• No recovery target. We publish no target for how much recent work a restore might lose, and none for how long one would take, because we have not committed to either.
• No resolution guarantee, for the reason given above.
• No 24/7 cover. Outside the hours above, a ticket waits.

If your own policy requires commitments of this kind, raise it before purchase so that what is agreed can be recorded on your order form rather than assumed from a web page.

What is covered elsewhere

Support is one part of the arrangement. The rest is written down too:

• Security Policy: how the service is protected, and what we do not claim.
• Data Retention and Deletion: what is kept, for how long, and what happens when a subscription ends.
• Customer Data and Storage: where your data lives, how it is separated, and what you can take away.
• Certificates and Verification: what a certificate proves and how anyone checks one.
• Terms of Use and Subscription and Billing Terms: the agreement itself.

Questions

Write to training@shogconsulting.com. Shog Consulting & Corporate Training is operated by Shog Consulting (FZC), licence SC242038101, Airport Road, Abu Dhabi, United Arab Emirates.