Support Scope and Policies

We provide technical support for our software based on the support contract duration.


The following support services are provided:-


•   Email

•   Telephone

•   Chat

•   Remote access

•   Software/application feature upgrades

•   Software/application bug fixes


Note: Software updates/upgrades are provided as downloadable installation files for CARAT software and hybrid iCARAT applications. Software updates are installed automatically for iCARAT cloud applications hosted by us.


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 a support contract for that location.


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


Is A Support Contract Required?


No. If you do not have one, you simply do not receive the technical support services.


What Happens When A Support Contract Expires?


Upon expiry, support services will no longer be provided. If you are using CARAT or hybrid iCARAT software, you can continue to use them. However, if you are using cloud iCARAT software, you will not be able to log into them.


How Much Does A Support Contract Cost?


The prices for support contracts for off-the-shelf software are listed in our pricing page. Support for customised software is calculated at 10% of the cumulative customised cost at the time of renewal.


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.


Otherwise, 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 technical support contract 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 RM300.00/server and RM150.00/client per incident is applicable.


What Is Not Included In Your Support Contract?


  • 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

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.

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All rights reserved.

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52200 Kuala Lumpur, Malaysia.

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