Support Scope and Policies

We provide support for our software based on the support and services plan (SSP) duration.

Support Services

Support services comprise of the following:-

Direct technical support via email, phone, chat and remote access
Data checking and fixing
Updates to fix program errors
Upgrades to improve programs
Use of third-party services like API access, digital certificates and cloud hosting for our cloud software

Support services are available either as a fixed prepaid amount per year (off-the-shelf software) or a calculated prepaid amount per year (customised software). It is not available for software we did not provide nor hardware we do not sell.

Support Hours

Support is provided during office hours and they are:-

• Mondays to Fridays: 9:00am to 5:00pm

• Saturdays: 9:00am to 1:00pm

• Sundays and public holidays: Not available

Frequently Asked Questions

How Is Support Provided?

Technical support is provided to one (1) designated person or his/her alternate, should the primary person not be around. In addition, for desktop installed software, support services is provided for software installed at one location. Each different location for a company using the same software requires an SSP for that location.

Support services are provided remotely and no office or on-site visits will be carried out.

Is An SSP Required?

Yes, if you wish to receive support and services and add data to the software.

What Happens When An SSP Expires?

Upon expiry, support services will no longer be provided. Addition, restoration and import of data will also not be available.

Can Support Services Be Requested On An Ad Hoc Basis?

No. Our SSP fee offers you the best value for one year and you will save money by purchasing it.

Under What Circumstance Can Support Be Suspended?

Support can be suspended for all active SSPs of a company if an invoice issued during your SSP period is not paid within seven (7) days from the invoice date and one (1) day after a payment reminder. Essentially, your account cannot be delinquent to receive support services.

What Is The Duration Of An SSP?

An SSP is for a period of 12 months.

How Much Does An SSP Cost?

The prices of SSPs for one-time licensed software are dependent on the software. Please refer to the pricing page for the current SSP price of non-customised software. Support for customised software is calculated at 10% of the cumulative customised cost at the time of renewal.

When Is An SSP Paid?

An SSP is paid in advance for services to be rendered for the duration it is offered.

How Many Times Can I Request For Technical Support?

There is no limit to the number of times you can request for support.

Is There An Additional Charge If We Require You To Re-Install The Software For Us?

Our software are easy to install and if you have data backups and follow our instructions, you should be able to re-install the software yourself.

However, you can ask for our software re-installation service. The service covers the following:-

Installation of the program into one (1) computer
Setting up the database server (if required)
Setting up the web server (if required)
Sharing of the program's directory (if applicable)
Excluding the program's directory from Windows Defender's scanning (if applicable) (If you use other anti-virus software, you will set them yourself)
Creation of a shortcut on the computer's desktop
Restoration of the data from your latest backup
Creating shortcut(s) for up to five (5) client computers to one (1) server (if any) (You will be taught how to create shortcuts for the remaining clients)

Notes:

All physical hardware and connections must be ready for the software re-installation to be carried out
The server's directory must be visible to all client computers
You are to provide us your latest data backup file if you want your data to be restored
An Internet connection is required as the re-installation will be carried out remotely

Each SSP comes with one (1) software re-installation service included at no extra charge. If you require software re-installation services for the second time onwards, a flat charge of RM390.00/server and RM150.00/client per incident is applicable.

What Is Not Included In Your SSP?

Installation, setup, configuration, troubleshooting and repairs of hardware (computers, routers, cables, printers, UPS, AVR, etc.)
Installation and configuration of operating systems
Installation and configuration of software we do not sell or provide services for
Customisations of reports and off-the-shelf programs, and development of new program modules to meet your specified requirements

Is On-Site Training Provided?

No. We do not provide on-site training services.

Can I Contact Technical Support After Office Hours?

Yes, definitely. You can still continue to contact us after office hours and we will try to help you. If the problem requires that we look at your data or our programs, these will be carried out when the office opens.