SUPPORT SCOPE AND POLICIES

No matter how careful we are when creating our software, it is possible that bugs can result. Our technical support is designed to help clients use our software smoothly for an extended period without incurring a high cost. Charges, if any, are meant to offset our administrative and software development/maintenance costs which will allow us to deliver better and more robust software.

 

Technical support is included at no extra charge for all CARAT software and desktop installed CARSA cloud applications for the first 12 months. You may optionally extend this for another 12 months. Subscription based iCARAT and CARSA cloud applications include technical support at no extra charge for the duration of the subscription.

 

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 and desktop installed CARSA software. Software updates are installed automatically for subscription based software.

 

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 desktop installed CARSA 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?

 

It depends. 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
  • Sharing of the program's directory
  • Excluding the program's directory from Windows Defender's scanning
  • Creation of a shortcut on the computer's desktop
  • Restoration of the data from your latest backup
  • Creating shortcut(s) from 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.

 

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

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