Help when a system that runs your business goes sideways
Whether you're a managed services client or need one-off support, here's how to reach the right team.
SLA-backed response times
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | System down / business operations halted | < 30 minutes | 4 hours |
| High | Major function impaired, workaround limited | < 2 hours | 1 business day |
| Medium | Function impaired, workaround available | < 8 hours | 3 business days |
| Low | Minor issue or general inquiry | < 1 business day | 5 business days |
[Placeholder] Response and resolution targets shown are standard tiers — actual SLAs are defined per managed services contract.
Ways to reach us
Submit a Ticket
[Placeholder] Log requests through the CDAI client portal for tracked, SLA-backed handling.
Go to Contact →Critical Issues
[Placeholder] +94 11 234 5679 — for Severity 1 issues on active managed services contracts.
General Support
[Placeholder] support@cdaisolutions.com — for non-urgent requests and inquiries.
Common questions
Do I need a managed services contract to get support?
[Placeholder] No — one-off support is available, though response times are prioritized for active managed services clients.
Which systems do you provide support for?
[Placeholder] SAP, Oracle, Microsoft Dynamics, all CDAI products, and custom applications we've delivered.
What are your standard support hours?
[Placeholder] Business-hours support is standard; 24/7 coverage is available as an add-on tier.
How do I escalate an unresolved issue?
[Placeholder] Every ticket has a named owner and escalation path — details are provided in your onboarding pack.
Need support on an active system?
Reach out and we'll route your request to the right team.