Support
24×7, from inside the Kingdom.
Our support team and Security Operations Centre operate from Saudi Arabia — every hour of every day. Not an offshore call centre, and not a queue in another time zone.
Get help
| Channel | Reach us | Hours |
|---|---|---|
| Phone | 800 304 0304 (toll-free) | 24×7×365 |
| Customer portal & ticketing | shop.sahara.com — Open Ticket, My Support Tickets | 24×7×365 |
| support@sahara.com | 24×7×365 |
| Severity | Target response |
|---|---|
| S1 — Critical (service down, production stopped) | 30 minutes |
| S2 — High (major degradation) | 1 hour |
| S3 — Medium (limited impact) | 4 hours |
| S4 — Low (question or request) | 1 business day |
Full definitions and service credits: Cloud SLA
Self-service
Knowledge base
Around 90 articles covering hosting, domains, email and SSL.
Cloud documentation
Elastic Cloud getting started, API reference and how-to guides.
Not yet published.
Service status
live status, incident history, subscribe to alerts.
Not yet published.