Provide a reusable support control
User Support Service
Turn every support request into an informed and accountable response
Give users one simple way to request help while providing approved context, notifying the correct team, confirming receipt, and escalating unanswered requests.
Global ComputersDigital Transformation Portfolio
AUTHAuthenticationAISApplication IDEMPSEmployeesNOTFNotificationsPMTPaymentsGOVINTGovernment IntegrationUSPUser SupportMONMonitoringDSOPDSOPGSAPGSAPThe business challenge
Why this capability belongs in a shared service
Users reporting problems by phone or general email may not know the application, page, reference, or context needed by support.
Requests can remain unanswered when ownership and escalation are not built into the workflow.
Architectural responsibility
One clear role within the Enterprise Platform
Collect only approved user and application context
Protect the request in transit and storage
Create a support reference
Acknowledge the user immediately
Notify the call center
Resolve technical and business owners
Track assignment and resolution
Escalate missed targets
High-level journey
How the responsibility flows
- 01
Request help
The user selects the footer icon and describes the issue.
- 02
Collect context
Application, route, approved user contacts, language, time, and correlation are attached.
- 03
Protected submission
The trusted application sends the encrypted request.
- 04
Create case
A reference is created and application ownership resolved.
- 05
Acknowledge and notify
The user receives confirmation and the call center receives the case.
- 06
Track and escalate
Ownership, response, resolution, and missed targets remain visible.
Key capabilities
Designed for practical enterprise adoption
- Consistent support icon
- Automatic application and page context
- Approved email and mobile details
- Business and technical ownership
- Immediate acknowledgement
- Call-center notification
- Case tracking
- Configurable response targets
- Automated escalation
- English and Arabic communication
Security and governance
Trust at every boundary
- The Business Application is authenticated through AIS
- Context fields are explicit and minimized
- Passwords, tokens, payment data, and unrestricted page content are never captured
- URLs are validated and sanitized
- Contact information is limited to authorized support roles
- Every view and update is auditable
Business benefits
Value created through reuse and clear ownership
Faster issue understanding
Immediate user confidence
Consistent support
Clear ownership
Less call-center investigation
Automatic accountability
Better service-level reporting
Flagship demonstration
See the service inside a connected platform journey
A user raises a request from a Business Application footer. The service creates a reference, confirms receipt through Notification Service, alerts the call center and owners, then demonstrates automatic escalation when the response target is missed.
Start the conversation
Give users confidence that every request has an owner
Add contextual, traceable, and automatically escalated support to every participating Business Application.