First: The Technical Support Philosophy of LAWMAX
Innova Wide understands that the success of any enterprise system is not measured solely by its technical features, but by its ability to remain stable, reliable, and sustainable within an ever-evolving work environment.
From this perspective, the technical support framework of LAWMAX has been developed in accordance with international standards for IT Service Management (ISO/IEC 20000) and Quality Management (ISO 9001), ensuring the delivery of professional and reliable services that meet—and exceed—client expectations.
Second: Multi-Tier Technical Support System (Tiered Support Model)
Technical support in LAWMAX is designed according to a three-tier support model (Tier 1, Tier 2, Tier 3), ensuring that each issue or request is handled based on its complexity and required response time:
| Level | Description | Responsibilities |
|---|---|---|
| Level One (Tier 1) | End-user support (Helpdesk) | Receiving requests, initial classification, providing immediate solutions, or escalating to the next level |
| Level Two (Tier 2) | Advanced technical support | Handling issues that require in-depth technical knowledge of the system or databases |
| Level Three (Tier 3) | Developer and system expert support | Analyzing software bugs, resolving complex issues, and releasing updates |
This structure ensures rapid response while maintaining high-quality resolution and solution accuracy.
Third: Service Level Agreement (SLA)
The LAWMAX technical support team operates under a clear and defined Service Level Agreement (SLA), governing response times and resolution times based on issue priority:
| Priority Level | Issue Nature | Initial Response Time | Expected Resolution Time | Examples |
|---|---|---|---|---|
| Critical (P1) | System outage or issue affecting all users | ≤ 15 minutes | ≤ 4 hours | Production server downtime, data loss |
| High (P2) | Issue affecting a core module with a temporary workaround | ≤ 1 hour | ≤ 8 hours | Error in case or contract modules |
| Medium (P3) | Partial issue or user-specific problem | ≤ 4 hours | ≤ 1 business day | Reporting or UI display issues |
| Low (P4) | Inquiry or minor change request | ≤ 1 business day | ≤ 3–5 business days | UI adjustments or minor feature requests |
These benchmarks are based on best practices defined by ISO/IEC 20000 and the ITIL framework.
Fourth: Technical Support Channels
To meet the diverse needs of clients, LAWMAX offers multiple integrated communication channels to ensure fast access to the appropriate support team:
- Direct phone support: Available 24/7 for critical and emergency cases.
- Official support email: For tracking and documenting technical requests electronically.
- Electronic ticketing system: A dedicated platform for logging issues, tracking request status, and receiving automated update notifications.
- Remote assistance: Secure remote-access tools enabling the technical team to connect directly to the client’s system for immediate issue resolution.
Fifth: Continuous Updates & Compliance
Given the constant evolution of legal and regulatory environments, the LAWMAX development team ensures:
- Regular system updates: To maintain compliance with the latest requirements issued by ministries and governmental authorities.
- Integration with Supreme Judicial Council decisions: Ensuring alignment with approved judicial procedures.
- Performance and security enhancements: Through architectural and security updates that safeguard data and optimize system speed.
- Seamless automatic updates: Implemented without system downtime, with users notified of update details.
Sixth: Quality KPIs and Continuous Monitoring
Innova Wide monitors technical performance through a set of quality indicators to ensure compliance with international standards:
| Indicator | Objective | Target Rate |
|---|---|---|
| Service Availability | System uptime without interruption | ≥ 99.5% |
| SLA Compliance Rate | Percentage of requests responded to within SLA timelines | ≥ 98% |
| Customer Satisfaction (CSAT) | Client satisfaction level after ticket closure | ≥ 90% |
| Mean Time to Resolution (MTTR) | Speed of issue resolution | Measured monthly for evaluation and improvement |
The company issues internal monthly reports to review performance and ensure continuous improvement cycles.
Conclusion:
Through a professional technical support framework aligned with ISO/IEC 20000 and ISO 9001 standards, and continuous updates that adapt to legal and technological developments, LAWMAX ensures uninterrupted operations and system stability at all times.
It is a smart legal system that goes beyond performance—delivering service sustainability, data security, and user satisfaction as core pillars of Innova Wide’s quality philosophy.
