Support Offerings

Great business come with powerful support team

Platinum Maintenance

Service features are:

  • Unlimited support calls for all covered Product License / hardware.
  • Access to all product updates and upgrades released during the term of the agreement. *
  • Product updates and upgrades delivered by electronic transfer or on CD-ROM. *
  • Phone access to Support Hotline, 24×7 for mission critical support.
  • Priority level case response time
  • Online support incident submittal and tracking;

Per Incident support

Service features are:

  • Support calls for a single support issue with software product or hardware solutions.
  • It is defined as the reasonable effort needed to rectify a problem via email.
  • A single support issue is a problem that cannot be broken down into subordinate parts.
  • One incident is possible to span multiple communications between emails and calls before engineer is dispatched onsite.
  • Phone access to Support Centre 8×5, Mon-Fri, excluding public Holidays.

Business Maintenance

Service features are:

  • Unlimited support calls for all covered Product License/ hardware.
  • Access to all product updates and upgrades released during the term of the agreement. *
  • Product updates and upgrades delivered by electronic transfer or on CD-ROM. *
  • Phone access to Support Centre 8×5, Mon-Fri, excluding public Holidays.
  • Online support incident submittal and tracking;

Onsite Support Pack

Service features are:

  • 20 x onsite support token.
  • Each token is defined as 2 hours effort time spent onsite. After normal business hour, each token is defined as 1 hour effort spent onsite.
  • Support calls for a support issue with software product or Hardware solutions.
  • It is define as the reasonable effort needed to rectify a problem via email or onsite.
  • Phone access support to Support Centre 8×5, Mon-Fri, excluding public Holidays.
  • Transportation & accommodation cost are excluded for site that is outside Klang Valley.

Phone Support Pack

Service features are:

  • 20 x onsite support token.
  • Each token is defined as 2 hours effort time spent onsite. After normal business hour, each token is defined as 1 hour effort spent onsite.
  • Support calls for a support issue with software product or Hardware solutions.
  • It is define as the reasonable effort needed to rectify a problem via email or onsite.
  • Phone access support to Support Centre 8×5, Mon-Fri, excluding public Holidays.
  • Transportation & accommodation cost are excluded for site that is outside Klang Valley.
Feature Platinum Business Onsite Support Pack Phone Support Pack Per Incident
Hours of Operation 24 Hrs/Day, 7 Days a week, 365 Days a year 8 Hrs/Day, Mon-Fri excluding Public Holidays 8 Hrs/Day, Mon-Fri excluding Public Holidays 8 Hrs/Day, Mon-Fri excluding Public Holidays 8 Hrs/Day, Mon-Fri excluding Public Holidays
Length of Service Annual contract, renewable Annual contract, renewable Valid for one year after purchase of the incidents Valid for one year after purchase of the incidents Valid for one year after purchase of the incidents
Product Updates
Product Upgrades
Product Supported All Products All Products All Products All Products All Products
Method of Access Telephone/ Web Telephone/ Web Telephone/ Web Telephone/ Web Telephone/ Web
Response Method Telephone / email Telephone / email Telephone / email/ Onsite Telephone / email Telephone / email/ Onsite
Remote Support Yes Yes (Optional) (Optional) Not Available
Number of Support Requests Unlimited Unlimited 20 tokens. Each token is 2 hrs of onsite services 20 tokens. Each token is 1 hr effort required to spend in-house troubleshooting Per Incident, up to 8hrs onsite