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Contact Info
Phone +971 56 700 5005
+961 70 930 369
Email info@datavera.com
Location

Unit No: 3O-01-5901
DMCC Business Centre
Dubai, United Arab Emirates.

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Reliable Support. Proactive Maintenance.
Long-Term Value.

Business-critical systems require more than implementation. They need ongoing care to remain secure, reliable, and aligned with your goals. Downtime, performance issues, or delayed responses can disrupt operations and erode trust, which is why dependable support is essential.

Datavera’s Support and Maintenance services give you direct access to certified experts who understand your platform inside out. We provide responsive technical support, proactive updates, and tailored maintenance plans that evolve with your business. Backed by years of experience and a trusted partner network, we ensure your systems run smoothly, issues are resolved quickly, and your investment continues to deliver maximum value long after go-live.

What We Deliver

We offer flexible support plans designed to match the criticality of your environment, from standard coverage to fully personalized, enterprise-grade support.

Foundation Tier
Platform Monitoring & Health Checks

Essential monitoring services that ensure your applications remain healthy, stable, and available.

  • Proactive 24/7 monitoring of health, performance, and availability
  • Automated alerting for rapid issue response
  • Regular health checks against best practices
  • Monthly performance and usage reports

Professional Tier
Application Administration & Support

Expanded support that covers administration, routine configuration, and advanced troubleshooting.

  • Includes all Foundation Tier services
  • User and security administration
  • Routine configuration of forms, business rules, and workflows
  • Tier 2/3 application support for escalated issues
  • Vendor liaison for third-party components

Enterprise Tier
Continuous Improvement & Enhancement

Comprehensive management with enhancements, release guidance, and strategic reviews.

  • Includes all Professional Tier services
  • Dedicated hours for enhancements, new reports, and workflows
  • New release management and new features adoption support
  • Quarterly strategic reviews to align platform with business goals

Standard Support

Ideal for non-critical deployments and organizations with less urgent response time needs.

  • Business hours coverage (9 am to 5 pm)
  • Access to the online support portal for case logging
  • Knowledge base access for self-service resources

Premier Support

Best suited for most production environments and business-critical applications.

  • 24x7x365 coverage for Severity 1 issues, extended business hours for all others
  • All Standard Support features plus direct telephone support
  • Guaranteed SLAs with response and resolution targets
  • Priority case handling for faster response times
  • Proactive notifications of maintenance schedules and new releases

Enterprise Premier Support

Designed for large and complex deployments requiring white-glove, proactive care.

  • All Premier Support features included
  • Dedicated Support Account Manager (SAM) who understands your business and environment
  • Regular service reviews to analyze trends and provide best-practice guidance
  • Root Cause Analysis reports for all critical issues to prevent recurrence

The Value
You Gain

Rapid Issue Resolution

Minimize business disruption. Our expert support engineers leverage deep product knowledge and advanced diagnostic tools to identify and resolve your technical issues quickly.

The Value
You Gain

Direct Access to Expertise

Your cases are handled by trained product specialists, not a generalist first-level call center. Get the right answer, faster.

Peace of Mind

With guaranteed Service Level Agreements (SLAs) and 24x7 availability for critical issues, you can be confident that we are there to support you when you need it most.

Proactive and Personalized Partnership

Move from a reactive support model to a proactive partnership. Your designated Support Account Manager helps you optimize your environment and prevent issues before they occur.

Continuous Learning and Empowerment

Our online support portal includes a comprehensive, searchable knowledge base, allowing your team to find answers to common questions and learn best practices on their own time.

Discover

We begin with workshops and interviews to understand your business goals, challenges, and current environment.

Plan

We deliver a strategic roadmap with prioritized initiatives, clear timelines, and a strong business case for change.

How
We
Work

Analyze & Design

Our team assesses processes and requirements to define the target future state and design a scalable solution architecture.

Advise

We provide ongoing strategic oversight and expert guidance during implementation to keep your project aligned with its original vision.

Your Support Experience

We make sure every support interaction is efficient, transparent, and focused on keeping your business running smoothly.
1

Log and Track

Cases are submitted through our online portal or by phone, with full visibility into progress and history.

2

Prioritize and Assign

Issues are prioritized by severity and immediately routed to the right specialist for rapid handling.

3

Troubleshoot & Diagnose

Our experts analyze the issue using advanced diagnostic tools and deep product knowledge to identify the root cause quickly.

4

Resolve and Communicate

We work closely with your team to resolve the issue, providing clear updates at every stage until closure.

5

Review and Improve

We conduct service reviews, analyze recurring trends, and share best practices to continuously improve reliability and performance.

Your Transformation
Starts Here

Partner with us to manage content effectively, automate processes with intelligence, and govern data for compliance and insight, enabling sustainable growth and smarter decision-making.
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