FAQs

All your Questions answered in one place

Some of your Questions:

Q. Does Rabeh offer free trial, or free support?

Rabeh does not offer free support. But yes, we offer a free trial. you will be able to use our service for 15 days for free.

Q. What is dedicated support?

Dedicated support is the support services offered directly by the Rabeh’s in-house team of ERP experts. These services are provided for users who need a highly responsive support system to address their support issues on priority. The dedicated support services are provided to the users as per the Service Level Agreements between them and Rabeh , which can include telephone, email, and on-site support.

Q. Why should I sign up for Rabeh Support Plans?

Signing up for a Rabeh Support Plan ensures that you have a dedicated team of highly qualified Rabeh ERP experts on standby to attend to any issues you face with your ERP system. Our responsive and proficient technical team will spring into action and work on resolving the issues you face on priority. What’s more, unlike our competitors, we do not charge you by the number of users, but by the number of support hours you pre-order over a 12-month period. More importantly, we provide rigid and reliable time-scales for the responses and fixes you get from our support services.

Q. What is the quality of the support service offered by Rabeh?

Rabeh’s committed team of ERP experts offer best-in-class support services that are second to none. Rabeh Support Team is made of ERP experts that designed, developed, and continue to maintain Rabeh ERP system. Therefore, they have a thorough knowledge of the entire system and can resolve on an expedited basis any issue or fault you face with your system.

Q. Can I make the payment after I have used the support services?

Unfortunately no. We manage a lean and agile team in order to offer you the best services at the lowest possible prices. In order to maintain a capable team full of talented individuals, we need to hire, train, and maintain the quality of our ERP experts, all of which require significant medium-term investments. We can make such investments only when we have medium-term contracts to fund such investments. That’s is why we require upfront payment from our clients.

Q. Can I make the payment after I have used the support services?

Unfortunately no. We manage a lean and agile team in order to offer you the best services at the lowest possible prices. In order to maintain a capable team full of talented individuals, we need to hire, train, and maintain the quality of our ERP experts, all of which require significant medium-term investments. We can make such investments only when we have medium-term contracts to fund such investments. That’s is why we require upfront payment from our clients.

Q. How secure is my data with Rabeh?

Many people ask us this question. And rightly so; Rabeh has invested a lot of time and money to ensure that your information is secure and private. We offer security on multiple levels including the physical, software and people/process levels; In fact your data is more secure than walking around with it on a laptop or even on your corporate desktops.

Physical: Rabeh servers and infrastructure are located in the most secure types of data centers that have multiple levels of restrictions for access including: on-premise security guards, security cameras, biometric limited access systems, and no signage to indicate where the buildings are, bullet proof glass, earthquake ratings, etc.

Hardware: Rabeh employs state of the art firewall protection on multiple levels eliminating the possibility of intrusion from outside attacks

Logical/software protection: Rabeh deploys anti-virus software and scans all access 24x7 for suspicious traffic and viruses or even inside attacks; All of this is managed and logged for auditing purposes.

Process: Very few Rabeh staff have access to either the physical or logical levels of our infrastructure. Your data is therefore secure from inside access; Rabeh performs regular vulnerability testing and is constantly enhancing its security at all levels. All data is backed up on multiple servers in multiple locations on a daily basis. This means that in the worst case, if one data center was compromised, your data could be restored from other locations with minimal disruption. We are also working on adding even more security; for example, you will soon be able to select a "data encryption" option to encrypt your data en route to our servers, so that in the unlikely event of your own computer getting hacked while using Rabeh, your documents could be securely encrypted and inaccessible without a "certificate" which generally resides on the server away from your computer.

Q. What is your support policy?

At Rabeh, we believe every customer is important and is the reason for our existence. We also realize that our growth lies in keeping our customers happy. All questions submitted will be replied within 24hrs, except weekend's and public holidays.

Rabeh Provides e-mail & telephone support (during the business hours) for signing-up, usage assistance, problem diagnosis and resolution, clarification in documentation, and technical guidance.

Support Entitlement

# We
offer
Free Edition Support Evaluation Support Paid Customer Support
1 Business Hrs 8 x 10 8 x 5 8 x 5
2 Email Response Time 10 Business Days 5 Business Days 2 Business Days
3 E-Mail Incidents Unlimited Unlimited Unlimited
4 Telephone no yes yes
5 Remote Assistance no no yes
You can submit the request by clicking on the link submit your request and we will respond to you as early as possible

Q. What kind of payments do you accept?

We accept payments via Visa, Master, and Sadad. We also accept payments via PayPal (you must have an account with PayPal) and bank transfers for yearly subscription. For details, please e-mail sales@rabeh.io

Q. How to get a new invoice?

Invoice will be automatically sent to your e-mail address on every new purchase & renewals. If you have not received or have mis-placed the invoice, please e-mail us at payments@rabeh.io

Q. How do I cancel my subscription?

Sorry that for some reason you had to cancel your subscription. You can do it within the Rabeh service you are using or send an e-mail to payments@rabeh.io

Q. What is your refund policy?

Rabeh's Customer Satisfaction Policy:
At Rabeh we strive to create quality software that you enjoy using for your business or professional life. You have a number of choices and we appreciate you giving us your business. Thank You. We have created this policy that details what we will do should we fail to meet your expectations.

Monthly Subscriptions. If at anytime during your first month using our service you are dissatisfied, please contact us. We will do our best to address your issue, provide a work around or give a timeline for a solution that will meet your needs. If you are not satisfied, we will gladly offer you a FULL REFUND for your purchase, and downgrade your account to the free plan for that service.

Annual Subscriptions. Rabeh doesn't force you into an annual subscription as a condition to use our services. We prefer to give you the flexibility to choose. In exchange for you signing up for an annual up-front commitment, we offer you a significant discount over the already-low monthly subscription cost. If at anytime during your first 30 days using our service you are dissatisfied, please contact us. We will do our best to address your issue, provide a work around or give a timeline for a solution that will meet your needs. If you are not satisfied, we will gladly offer you a FULL REFUND for your purchase, and downgrade your account to the free plan.

We want you to be happy with our service throughout your entire contract, not only the first 30 days. So we go beyond that. If at anytime during your contract we remove, break or discontinue functionality that was available at the time you signed up for your contract, we ask you to notify us immediately. If we fail to address it on a timely manner to your entire satisfaction, we will offer you a PRO-RATED REFUND for the reminder of your contract.

Auto-Renewal. For your convenience, your monthly and yearly subscriptions will auto-renew until you cancel the service. Every time before your subscription auto-renews, we will send a mail specifying the amount that will be charged to your credit card. Similarly, after each renewal we will send you a receipt via e-mail specifying the amount that has been deducted together with the next renewal date and the next renewal amount.

We know that sometimes customers forget to cancel an account they no longer want until it is has already been charged. That's why you can cancel your monthly/annual subscription even five business days after your renewal date, and we will still process your cancellation and give you a FULL REFUND.

For questions, please e-mail payments@rabeh.io

Exception to our Refund Policy

Please note that we will not entertain a request for refund (FULL or PRO-RATED) when we have suspended or terminated your access to Rabeh Services due to a violation of our Terms of Service.