Welcome to Protei Ticketing System

BEST PRACTICES FOR OPENING CASES:

*Critical requests must be called in

DESCRIPTION OF ISSUE WITH DETAILS:

· Brief description of the issue you are experiencing

· Date and Time when the issue started occurring

· Happened once, a few, or many times?

· Affecting one, a few, many, or all users?

· Brief description of troubleshooting already attempted.

· Any other information which may be helpful?

PROVIDING US WITH AS MUCH INFORMATION AS POSSIBLE WILL HELP EXPEDITE YOUR REQUEST:

· PROTEI Application affected (i.e. MME, DPI, SoR, Call Center, etc.)

· Your build version can be found by executing the version script under the application home directory

· Logs, CDRs, or screenshots showing the issue and any other information collected for the case

· Traces from the network side if available

PROTEI SUPPORT CONTACT INFORMATION:

For Critical issues:

• International +962789130000

For Escalations:

• International +962786662225

For all other case submissions:

• Email: support@protei.me

• Customer/Partner Portal: Create a Ticket



Note: If you have an active project, please get in touch with your Project Manager for assistance before calling PROTEI Technical Support