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We provide support for our software based on the support contract duration.
Support Scope
Support comprise of the following:-
Support is available either as a fixed prepaid amount per year for ready-made software or a calculated prepaid amount per year for customised software. It is not available for software we did not provide nor hardware we did not sell.
Support Options
Please visit this page for information about our various maintenance contract options.
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 is provided for software installed at one location. Each different location for a company using the same software requires a separate support contract for that location.
Support is provided remotely and no office or on-site visits will be carried out.
Is A Support Contract Required?
If you are actively using our software, we recommend that you have a support contract for peace of mind and uninterrupted use of the software. Our support contract charges are reasonably priced.
What Happens When A Support Contract Expires?
Upon expiry, support will no longer be provided. Additionally, if using web software, access will either be denied or data changes will not be allowed.
Can Support Services Be Requested On An Ad Hoc Basis?
Yes. The rates for ad hoc support services will be based on time cost rates for our software development services.
Under What Circumstance Can Support Be Suspended?
Support can be suspended for all active support contracts of a company if an invoice issued during your support contract 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.
What Is The Duration Of A Support Contract?
A support contract is for a duration of 12 months.
How Much Does A Support Contract Cost?
The price of a support contract for ready-made software is RM190.00 per year for the basic option and RM490.00 per year for the priority option from the second year onwards.
A support contract is already included with the software price for the first year.
Support for customised software is calculated at 10% of the cumulative customised cost at the time of renewal.
When Is A Support Contract Paid?
The fee for a support contract renewal is payable in advance before an existing support contract expires.
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:-
Notes:
Each 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 RM390.00/server and RM150.00/client per incident is applicable.
What Is Not Included In Your Support Contract?
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.