Support Plans And Policies

We provide technical support at no extra charge for all CARAT software and desktop installed iCARAT/Tensen (iCT) applications for the first 12 months. You may optionally extend this for another 12 months.

Support for cloud versions of iCT applications are included with the subscription fee and is available for as long as it is paid.

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 desktop installed iCT applications. Software updates are installed automatically for iCT 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.

How Much Does A Support Contract Cost?

A support contract for CARAT off-the-shelf software and certain editions of iCT applications is currently 50% of the software's current list price or RM390.00 per year, whichever is lower. Support for customised software is calculated at 10% of the cumulative customised cost at the date 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 have us perform the 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 did not develop or sell to you

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.