Al Hakimi United Microsoft Partner Zoho Partner Laserfiche Partner Kuwait Australia
Important Notice: Our offices will remain closed from 16.06.2026 until 24.06.2026. We will resume on 25.06.2026.

Terms of Support Services

Last Updated: 20th May, 2026

Al-Hakimi United Trading Co. (HUC) offers IT Solutions and Services, including software used to help operate enterprises worldwide, software you use in your office, and services that helps to automate complicated business processes. References to HUC products in this statement includes but not limited to Microsoft Dynamics 365, Microsoft 365 Cloud Services, Zoho and Laserfiche.

Welcome to Al Hakimi United Support Center (“Service”). By accessing or using this Service, you agree to be bound by these Terms of Service (“Terms”).

Scope of Support

Our helpdesk is designed to provide support related to:

  • Software implementation and configuration.
  • Technical assistance through third-party vendor (i.e., Microsoft, Laserfiche or Zoho).
  • Product usage guidance.
  • Service requests and ticket management.

Limitations:

  • Support is limited to services/products subscribed with us.
  • Custom development or consultancy may require separate agreements.
  • Third-party issues may be escalated but not fully controlled by us.

User Responsibilities

By using Al Hakimi United Support Center, you agree to:

  • Provide accurate and complete information in requests.
  • Maintain confidentiality of your login credentials.
  • Use the Service only for legitimate support purposes.
  • Avoid submitting unlawful, abusive, or misleading content.

Service Availability & SLA

We aim to provide timely support based on agreed Service Level Agreements (SLAs):

  • Response and resolution times depend on ticket priority.
  • Support hours: Sunday–Thursday, 8 AM – 4 PM (+3:00 GMT - Arabian Standard Time).
  • Critical issues are prioritised based on impact.

Note: Service uptime and resolution timelines are subject to dependencies on external systems and third‑party service providers, whose response times and performance are beyond our direct control..

Ticket Handling & Communication

  • All support requests must be submitted through the support center portal, email, or authorised channels.
  • Communication will be conducted through registered email or system notifications.
  • Clients must respond promptly to queries to ensure timely resolution.

Data Privacy & Security

We are committed to protecting your data:

  • Information shared in tickets will be used solely for support purposes.
  • Access to data is restricted to authorised personnel.

Note: Clients should avoid sharing highly sensitive data unless necessary.

Third-Party Services

Our support involves third-party platforms (e.g., Zoho, Microsoft, Laserfiche):

  • We are not responsible for outages or limitations of third-party services.
  • Resolution timelines may depend on the third-party vendor response.

Fair Usage Policy

To ensure quality service for all users:

  • Excessive or repetitive ticket submissions may be reviewed.
  • Misuse of the support center may result in restricted access.

Charges & Billing

  • Support Center access is provided based on your subscribed service plan or support agreement.
  • Additional services (e.g., customization, integration, or on-site visits) may be chargeable.
  • All fees and billing terms are governed by your service contract.

Limitation of Liability

Al Hakimi United Co. shall not be liable for:

  • Indirect or consequential damages.
  • Data loss not caused by our negligence.
  • Business interruptions due to external / third-party factors.

In the event of any dispute, claim, or liability arising from the provision of services, our total liability shall be strictly limited to the prorated portion of fees paid in advance corresponding to the unexpired term of the current Support Service Agreement. Any prior agreements, contracts, renewals, amendments, or Service Level Agreements (SLAs) executed before the current agreement period shall be excluded from and shall not form part of any such claim or liability.

Termination

Al Hakimi United Co. reserve the right to:

  • Suspend or terminate access in case of misuse or violation of these Terms.
  • Discontinue support services due to non-payment or contract expiry.

Changes to the Terms

We may update these Terms from time to time. Continued use of the Service constitutes acceptance of the updated Terms.

How to contact us?

If you have a concern, complaint, question or suggestion for the HUC Support Center, please contact us by using our contact page. We will respond to questions or concerns within a period no longer than 10 days.

Our physical addresses are:

Middle-East Office:
Monaco Complex, 4th Floor, Bahrain Street
Salmiya, Kuwait

Tel: +965-22055316 | Email: info[at]alhakimiunited[dot]com

Australia Office:
Ashmore Road, Forest Hill,
Melbourne VIC 3131

Tel: +61-402 222 524 | Email: info[at]alhakimiunited[dot]com