We’re Here to Help
Our dedicated support team is based in Abu Dhabi, UAE, and ready to assist you with any questions or issues. We provide comprehensive support to ensure your business runs smoothly with CAAD ERP.Support Hours: Sunday to Thursday, 9:00 AM - 6:00 PM GSTEmergency support available for critical issues 24/7 for enterprise customers.
Contact Our Support Team
Email Support
Email: [email protected]Response time: Within 24 hours for standard inquiries
Phone Support
Office: +971 2 6784394Mobile: +971 554840583Available during business hours for immediate assistance
Visit Our Office
Nazer Nazer Digital Media Co.427, 5th Floor, Tower 2Mazyad Mall, Abu Dhabi, UAE
Request a Callback
Fill out our contact form and we’ll call you back within 24 hours during business days
Support Channels
Email Support
For detailed inquiries, technical issues, or feature requests, email us at [email protected]. Include screenshots and detailed descriptions to help us resolve your issue faster.
Phone Support
Call us directly for urgent issues or real-time assistance. Our UAE-based team speaks English and Arabic fluently.
On-Site Support
For businesses in the UAE, we offer on-site support visits for implementation, training, and troubleshooting (additional charges may apply).
What We Can Help With
Getting Started
Getting Started
- Initial setup and configuration
- User account creation and management
- Basic training for your team
- Data import and migration assistance
- System configuration for your business needs
Technical Support
Technical Support
- Troubleshooting technical issues
- Performance optimization
- Database management and backup
- Integration with third-party systems
- API access and custom development support
Feature Questions
Feature Questions
- How to use specific modules
- Best practices for your industry
- Workflow optimization recommendations
- Custom report creation
- Advanced feature configuration
Training & Onboarding
Training & Onboarding
- New user onboarding sessions
- Module-specific training
- Custom training for your workflows
- Video tutorials and documentation
- Train-the-trainer programs
Billing & Account Management
Billing & Account Management
- Subscription and payment questions
- Plan upgrades or downgrades
- Invoice and receipt requests
- License management
- Contract renewals
Self-Service Resources
Before contacting support, you might find answers in our comprehensive resources:Documentation
Complete guides for all CAAD ERP modules and features
Frequently Asked Questions
Quick answers to common questions about features and usage
Product Guides
Detailed documentation for each product module
Getting Started
Step-by-step guide to set up your CAAD ERP system
Report an Issue
When reporting an issue, please include:Describe the Problem
Provide a clear description of what’s happening and what you expected to happen.
Request a Feature
We’re constantly improving CAAD ERP based on customer feedback. If you have an idea for a new feature or enhancement:- Email your suggestion to [email protected] with “Feature Request” in the subject line
- Describe the use case and how it would benefit your business
- Provide examples if applicable, from other systems or workflows
- Our product team will review and consider your request for future releases
Training Services
We offer comprehensive training to help your team get the most out of CAAD ERP:New User Training
Basic training for new team members covering essential features and daily workflows
Advanced Training
In-depth training on advanced features, reporting, and system administration
Custom Workshops
Tailored training sessions focused on your industry and specific business processes
On-Site Training
We can conduct training at your location in the UAE for multiple team members
Training services may have additional costs depending on duration and customization requirements. Contact our sales team for a quote.
Support Response Times
Our commitment to you:| Priority Level | Description | Response Time |
|---|---|---|
| Critical | System down, major functionality broken | 2-4 hours |
| High | Important feature not working, significant impact | 4-8 hours |
| Medium | Feature issue with workaround available | 1-2 business days |
| Low | Questions, minor issues, feature requests | 2-3 business days |
System Status
Our cloud-based platform is designed for 99.9% uptime. If you’re experiencing connectivity issues:- Check your internet connection first
- Try a different browser or clear your browser cache
- Contact support if the issue persists—we’ll check our system status immediately
Remote Access and Security
When our team provides remote assistance:Your Data is Safe
Your Data is Safe
We follow strict security protocols and will only access your system with your explicit permission. All remote sessions are logged and monitored.
What We Can See
What We Can See
During remote sessions, we can only see what you share with us. We don’t have access to your system unless you grant it through our secure remote access tool.
Session Recording
Session Recording
Remote support sessions can be recorded for quality assurance and training purposes. You’ll be notified before recording begins.
Feedback and Suggestions
Your feedback helps us improve! Share your thoughts about:- Product features and usability
- Documentation clarity
- Support experience
- Training materials
- New feature ideas
Connect With Us
Newsletter
Subscribe to our newsletter for product updates, tips, and industry insights
Social Media
Follow us on social media for news, updates, and community discussions
Social media channels: YouTube, Instagram, Twitter, and Facebook (links available on our website footer)
Need Immediate Help?
Contact Support Now
Phone: +971 2 6784394 / +971 554840583Email: [email protected]Location: Tower 2, Mazyad Mall, Abu DhabiOur UAE-based team is ready to assist you!