Support & SLA Policy

Effective Date: 20-07-2025
Last Updated: 20-07-2025

 

This Support & SLA (Service Level Agreement) Policy outlines the scope of customer support, response times, and communication channels provided by Reconn Digital FZE,.

 

 

1. Scope of Support

We provide support for the following:

  • Order confirmation and payment-related issues
  • Access or login assistance for platforms such as PECB KATE
  • Scheduling of live online or in-person training sessions purchased via our site
  • Guidance during instructor-led training programs (online or offline)
  • Answering FAQs or concept-level queries related to AI, cybersecurity, and risk management in our self-study or eLearning courses
  • Basic clarification of digital course structure and usage
  • Issuing invoices or clarifying tax and billing-related information
  • Escalating B2B, licensing, or enterprise inquiries to Reconn Technology LLC

 

We do not provide:

  • Technical support for third-party platforms (e.g., outages, resets on PECB KATE or similar systems)
  • Scheduling, rescheduling, or support for exams and exam portals
  • Certification eligibility evaluations or result processing assistance
  • Personalized mentoring, job placement services, or career counseling
  • Assistance with content outside the scope of our offerings (e.g., third-party platform functionality)

 

2. Support Channels

 

You may reach us through the following official channels:

Email – support@reconn.io
📞 Phone/WhatsApp – +971585726270

 

 

3. Business Hours

 

Support operates during standard UAE business hours:

Monday to Friday: 9:00 AM – 5:00 PM (GMT+4)
Closed on weekends and UAE public holidays

We aim to address urgent queries outside hours within 12 hours, depending on staff availability.

 

 

4. Response Time Commitments

 

Type of Request / Target Response Time

 

Order confirmations & delivery issues

Within 12 business hours

 

General product/course inquiries

Same business day

 

Platform access or login support

Within 24 hours

 

Live/offline training coordination

Within 1 business day

 

Billing/tax or invoice clarification

Within 2 business days

 

5. Escalation & Priority

If an issue is not resolved within the initial time frame, you may escalate it by emailing:

escalation@reconn.io

Priority support will be given to:

  • Paid orders awaiting course access
  • Scheduled training issues
  • Platform access delays that impact deadlines

 

6. SLA Exclusions

 

This SLA does not cover:

  • Delays caused by incomplete information from the buyer
  • Technical issues with third-party learning platforms
  • Requests received outside official support channels
  • Free content or trial-based products
  • Failures caused by local ISP or system limitations
     

7. Feedback and Quality

 

We regularly review support performance to improve your experience. You may be invited to share feedback through post-resolution surveys.

 

8. Policy Changes

 

Reconn Digital FZE reserves the right to amend this Support & SLA Policy as needed. Any changes will be published with an updated effective date.

 

 

9. Contact

 

support@reconn.io
Reconn Digital FZE
For B2B inquiries or enterprise training: Reconn Technology LLC