Steps for Requesting IT Support

1- Send an email to “Support@EDECS.COM”

2- Subject Format:

   - Include only the project code (e.g., "070") or "HQ" for HQ staff.

   - Provide a brief summary of the issue, such as:

             "099 - Printer Offline"

       Or "099 - الطابعة لا تعمل"

             "099 - ERP workflow issue"

 You may choose from the following categories:

"Internet, Network, Laptop, PC, Printer, Server, Activation, Install, Email, ERP, Data Filling, Others".

 

3- Detailed Description:

   Describe the issue clearly in the email body, including a contact number for follow-up.

 

4- Ticket Confirmation:

   After submitting your request, and once an IT support team member engages with it, you will receive an email containing a ticket number. You may reply to this email for any updates on your issue.

  

 5- Ticket Closure and Feedback:

   After IT support resolves your issue, you will receive an email confirming that your ticket has been closed. You will have the option to rate the IT team by selecting a face emoji at the bottom of the email.

 

6- Escalation:

If the issue is not resolved within 72 hours, you may escalate your request by forwarding your email to “IT.Escalation@EDECS.COM”.

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