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Support

If you are facing an issue with any product bought from us - our first advice to you is, before returning the product, please contact us to discuss the issues. 95% of the time, we are able to sort out the problem by providing Technical Support - without you having to send anything back.

 

If there are irremediable defects with the devices, you can return them back to us for repair or replacement under our twelve months warranty. To report a faulty item, please email our Customer Service Department at This email address is being protected from spambots. You need JavaScript enabled to view it., we will get back to you through an Email within 8 working hours.

 

 

Note: If you did not buy your product directly from MITC-ae.net, you will need to contact the vendor who sold it to you.

MITC has two ways of conducting its remote support as it will be shown below:

  • In case of your customer know the solution of the problem, we can send to him the configuration product guide to obtain required command line to solve the problem.

  • In Case your customer don’t know the solution of the problem and it’s not urgent, you can send an email to This email address is being protected from spambots. You need JavaScript enabled to view it..

  • In case your customer don’t know the solution of the problem and it’s urgent, MITC can support your customer by remote access his network to solve the problem instantly.

MITC offers in case the two previous ways of support (Phone & RAS) wasn’t sufficient we can go for the below solutions according to the customer’s problem:

  • Site Support Visit to solve your customer’s problem in the product, in the meanwhile your customer should expect a down time to help us solve the problem, where to be able to solve the problem by troubleshooting the problem after working hours or even in holidays for urgent cases.

  • If the problem appears to be Hardware failure we should go to the next step.

RMA (Return Material Authorization) it means we open a case with the vendor to replace your defective part within 3 working days through AHR (Advanced Hardware Replacement) where it means the vendor will send the right part first then we return the defective part to vendor unless there is replacement agreement contract with MITC, in this case our engineers will bring a similar product to replace the failure then proceed in RMA & AHR process without interrupting your network.