We, (Service Provider), provide telephone and on-site support to our contracted customers in Singapore only.
1. Telephone Support (24x7)
a) During office hours (9.00am to 6.00pm) response time via telephone, within 15mins.
b) After office hours (6.01pm to 8.59am) response time via telephone, within 30mins.
Service Provider shall respond to any of Client's requests for support after receiving such a request from Client via telephone or other communication method to which the parties may agree.
Service Provider’s personnel will first attempt to verify and establish the problem and then troubleshoot the issue via the telephone with the assistance of Client’s/Customer’s qualified engineer or technician.
2. On-site Support
a) After it has been determined that Client/Customer is unable to rectify the problem via the phone.
b) Service Provider’s personnel will be dispatched to provide on-site support at the Client/Customer’s premises.
c) Scope of work on-site includes;
i. troubleshooting of reported problem
ii. locating and isolating the source of the problem
iii. configuration and reconfigurations of equipment and system
iv. shutting down and rebooting of systems
v. adjustment of internal and external settings on the equipment or system
vi. attach, reattach and changing of cables, accessories and adapters (where available)
vii. testing of equipment and power adapters
viii. replacement of faulty equipment and adapters (where available)
d) On-site support during office hours (9.00am to 6.00pm) No charge
with an existing contract.
e) On-site support after office hours (6.01pm to 8.59am) A nominal fee is chargeable, with an existing contract.
a. All cost of equipment and accessories replacement will be the responsibility of the Client.
b. Client is to ensure that they have sufficient spare equipment and accessories, available, at their premises or at their customer’s premises.Any down time related to equipment failure and inoperability, will be the sole responsibility of the Client and their customers. (The above T/C are subjected to changes without prior notice, kindly contact us for more information.)