Last Updated: July 22, 2026
Introduction
At Micro Aegis International Technologies (MAIT), we are committed to delivering reliable, responsive, and professional support across every service we provide. Whether you are a business working with us on app development, web design, SEO, POS systems, APM infrastructure, enterprise software, AI services, or Virtual Reality solutions — our team is here to ensure your project and technology investments continue to perform at their best.
This Support Policy outlines what support is available, how to reach us, and what you can expect from our team in terms of response times and service standards.
Scope of Support
App Development & Web Development
- Bug fixes and issue resolution within agreed project warranty period
- Guidance on usage, updates, and minor configuration changes
- Maintenance and enhancement requests (quoted separately if outside scope)
- Hosting, deployment, and go-live assistance
- Browser/device compatibility issues on delivered projects
POS Software
- POS software installation, configuration, and setup queries
- Inventory, billing, reporting, and module-level support
- Software update assistance and version-related issues
- Peripheral connectivity support (printers, barcode scanners — software side)
- Licensing and subscription queries
APM & IT Services (eG Innovations)
- Application performance monitoring setup and configuration guidance
- Dashboard, alert, and threshold configuration queries
- Health monitoring reports and performance issue triage
- Liaison with eG Innovations support where vendor escalation is needed
- IT infrastructure performance queries and optimization guidance
SEO Services
- Monthly reporting and performance update queries
- On-page optimization, content, and technical SEO clarifications
- Google Search Console and analytics access queries
- Keyword strategy and campaign update discussions
Enterprise Systems (Award Management, Event Management, LMS, Exam Software, RESET Learning Bundle)
- Platform access, login, and user management issues
- Configuration and workflow setup guidance
- Module-level functionality questions
- Reporting, certificates, and audit trail queries
AI Services (Connectnow.ai / 3Aflow)
- Platform onboarding and access queries
- Integration guidance and workflow configuration
- Usage and feature questions
Real Variable Platform (Real Collab, Real Traceability, Real Demand, Real Green, Real Warranty)
- Platform access and setup queries
- Feature usage and configuration guidance
- Integration and data-related queries
Virtual Reality (VR)
- VR application access, setup, and usage queries
- Event setup and hardware usage guidance (where MAIT equipment is involved)
- Software-side issues with delivered VR applications
Not covered under standard support:
- New feature development or scope additions beyond the agreed project — these are quoted and handled as separate engagements
- Third-party platform outages (Google, cloud providers, ISPs, eG Innovations vendor-side issues) outside MAIT’s direct control
- Hardware failure, replacement, or procurement (client-supplied hardware)
- Issues caused by unauthorized modifications to delivered code, applications, or systems
- Support for expired, inactive, or unpaid accounts/subscriptions
Support Channels
| Channel | Best For | Availability |
| Phone: +971 58 897 9925 | Urgent issues, critical outages, project queries | Mon–Fri, 9:00 AM–6:00 PM (GST) |
| Email: info@mait.ae | Detailed queries, maintenance requests, billing, documentation | Mon–Fri; response within 1 business day |
| Website Contact Form: mait.ae/contact-us | General inquiries, quote requests, new project discussions | 24/7 submission, reviewed during business hours |
For urgent issues outside business hours, please send an email to info@mait.ae clearly marked URGENT in the subject line and we will respond at the earliest opportunity on the next business day.
Severity Levels & Response Times
| Severity | Examples | Target Response Time |
| Critical | Live application or website completely down, POS system unable to process transactions, APM monitoring failure | Within 2–4 hours (during business hours) |
| High | Core feature malfunction affecting daily operations, SEO configuration error, platform access blocked | Within the same business day |
| Medium | Minor functional issue, report discrepancy, billing query, module configuration question | Within 1 business day |
| Low | General how-to questions, feature requests, enhancement ideas, new service inquiries | Within 2 business days |
Resolution timelines depend on issue complexity and, where applicable, third-party vendor involvement. MAIT will provide regular updates on any issue that cannot be resolved within the target response window.
Project Warranty & Post-Delivery Support
All software, web, and app development projects delivered by MAIT include a post-delivery warranty period (duration as specified in the project agreement) during which bugs, errors, and defects in the delivered scope are resolved at no additional cost.
After the warranty period, ongoing support and maintenance are available under a Support Retainer or Annual Maintenance Contract (AMC), which is quoted based on the complexity of the system. Clients without an active AMC may still contact us for support, which will be assessed and quoted on a per-request basis.
Support Plans
| Plan | Coverage |
| Standard (Post-Delivery Warranty) | Bug fixes and defect resolution within the warranty period, included in all project agreements |
| Annual Maintenance Contract (AMC) | Ongoing technical support, monitoring, periodic updates, and priority response — billed annually |
| On-Demand Support | Ad hoc support requests handled outside warranty or AMC — quoted per request or per hour |
| Managed APM Support | Dedicated APM monitoring, reporting, and infrastructure support for eG Innovations deployments — contracted separately |
Customer Responsibilities
To help us resolve issues efficiently and on time, clients are expected to:
- Provide clear, detailed descriptions of issues including screenshots, error messages, and steps to reproduce
- Respond promptly to information or access requests from the MAIT support team
- Grant necessary system, server, or platform access when required for troubleshooting
- Keep account, billing, and subscription details current and up to date
- Avoid making unauthorized changes to delivered code, systems, or configurations without notifying MAIT
- Designate a primary point of contact on their side for ongoing projects and support matters
- Ensure their own infrastructure (hosting, internet, hardware) meets the technical requirements of MAIT-delivered solutions
Exclusions
MAIT support does not extend to:
- Losses or service disruptions caused by force majeure (power outages, natural events, internet infrastructure failures)
- Issues caused by third-party plugins, integrations, or services not supplied or approved by MAIT
- Security breaches resulting from client-side credential mismanagement or unauthorized access
- Damage to systems caused by client-initiated changes outside the agreed scope
- Support for accounts with outstanding invoices or lapsed subscriptions
Escalation Process
If your issue is not resolved to your satisfaction through standard support channels:
- Reply to your existing support email thread with the subject line Escalation Request, or call +971 58 897 9925 and request escalation
- Your case will be reviewed by a senior MAIT team member or project lead within 1 business day
- For unresolved high-impact issues, you may request direct engagement with the MAIT project manager or CEO for resolution
Planned Maintenance & Updates
MAIT will communicate planned maintenance, software updates, or system changes to affected clients in advance via email. We aim to schedule maintenance during off-peak hours to minimize operational impact. Emergency maintenance required to protect system integrity may be performed without advance notice, with notification sent as soon as possible.
Policy Updates
This Support Policy may be updated periodically to reflect changes in our services, team structure, or processes. The “Last Updated” date at the top of this page reflects the most recent revision. Continued engagement with MAIT services constitutes acceptance of the current policy.
Contact Us
Micro Aegis International Technologies (MAIT) Address: 16 Al Isayfir 2 St, Musaffah, M33, Abu Dhabi, UAE Phone: +971 58 897 9925 Email: info@mait.ae Website: mait.ae/contact-us