1. What you receive
MOAEM is a digital subscription service. There is no physical product shipped. Upon successful payment, you receive:
- An organization workspace at
https://moaem.com, provisioned within minutes - Admin account with email login and optional MFA
- Per-tier feature access (per the plan purchased on /pricing)
- Bilingual EN/AR interface, RTL-correct Arabic, KSA-aware date handling (Hijri / Gregorian)
2. Activation timing
- Online payment (card / Apple Pay / Mada): the workspace is provisioned automatically and the admin email receives a login link within 5 minutes of payment confirmation.
- Bank transfer or invoice payment: the workspace is activated within 1 business day after the payment is confirmed by our finance team.
- On-premises (Enterprise plan): deployment is scheduled with the customer and typically completes within 5 business days of payment.
3. Support & response SLA
- Standard support: response within 1 business day via the contact channels below.
- Enterprise plan: response within 4 business hours, named customer-success contact.
- Critical incidents (service-unavailable): response within 1 hour on Enterprise; best-effort on Standard.
- Working hours: Sunday–Thursday, 9:00 AM – 6:00 PM Riyadh time (KSA business week).
4. Maintenance & outage communication
Scheduled maintenance is announced at least 48 hoursin advance via email + in-app banner. Unplanned outages are reported on the platform's status page and via email to organization admins within 30 minutes of detection.
5. Contact & complaints
For service-delivery questions, complaints, or refund requests, contact /contact or email [email protected]. All complaints are acknowledged within 1 business day and resolved within 7 business days unless a longer timeline is communicated to the customer.