Frequently Asked Questions

ROT4 is an official Egyptian company specializing in IT solutions, website design and development, infrastructure, security systems, and business support. We work with organizations from planning through implementation and ongoing support.

Our experience spans more than 12 years, with over 150 projects delivered across different sectors. ROT4 has grown from technical support services into an integrated technology partner for secure and efficient business operations.

Yes. ROT4 is an official Egyptian company operating from 10th of Ramadan City. Services are provided through documented quotations, contracts, and invoices according to the agreed scope of work.

We provide websites and eCommerce, networks and servers, security and surveillance, technical support, hosting and email, digital marketing, and business solutions. We recommend the right combination after understanding your requirements.

Please share the goal, required service, relevant systems, priority, and expected timeline. Do not include passwords in a general message; we will provide a secure method when access is required.

Use the Support Request page, select the service, describe the issue, and attach useful screenshots or error messages. Clear details help us diagnose and start faster.

Yes. Submit a Visit Request with the location, preferred time, and a short description. Our team will confirm the appointment after checking the scope and specialist availability.

Response time depends on the request priority, service, and support agreement. Critical incidents are triaged first, and you will receive an update with the current status and next action.

We first identify the cause and impact, then follow the safest route to restore service. If work outside the agreed scope is required, we explain it before proceeding.

Submit an urgent request and avoid making random file changes. We will assess and contain the incident, preserve available evidence, and outline the cleanup, recovery, and hardening plan.

Phone support is available according to the service and business hours. A support request remains the best channel for documenting details, attachments, ownership, and progress.

Periodic reports or ticket completion reports can be provided according to the support plan. They typically cover completed work, observations, recommendations, and next steps.

Backups are the client’s responsibility unless the client subscribes to a ROT4 backup plan. Backup-plan subscribers receive three backups per week; retention and backup scope are defined in the quotation or contract. ROT4 can restore the website from an available healthy backup upon request and according to the plan scope.

We review compatibility, take an appropriate backup, apply the update, and test essential functions. For sensitive websites, we may use a staging environment before changing production.

Yes, when the size or risk of the change requires it. A staging or test copy helps reduce risk before the reviewed change is moved to the live website.

Yes. We assess the theme, images, assets, hosting, and database, then implement measurable improvements. Final results also depend on content, third-party extensions, and the hosting environment.

Support covers the items listed in the quotation or contract. New development, major changes, and third-party licenses are assessed separately, with cost and timing confirmed before work begins.

Yes. A plan can be upgraded or adjusted, and additional websites or branches can be added after review. We will explain the effect on coverage, price, and delivery time.

Client-owned data, content, and assets remain the client’s property. Third-party themes, software, and licenses remain subject to their vendors’ terms, as clarified in the quotation or contract.