We care about your experience. That’s why it's so important to us to provide the best support to address your issues and questions. support is available in two packages.
Our standard support is 6x24 and premium support is 7x24.
Opening Hours & Guaranteed Response Time
Help desk opening hours are as follows（HKT, SGT and BJT）:
Monday through Friday: 6:00 a.m. to 12mid-night
Saturday: 8:00 a.m. to 6:15 p.m.
Initial response is within 2 hours during Help Desk opening hours and 4 hours during non-opening hours.
Help Desk Inquiries
High Priority (Close within 24 hours or daily status update):
Production system application is down and no workaround is immediately available. e.g.
Major application functionality failure due to data corruption;
Serious performance, Logic problems in application code that renders application system unworkable;
Majority of users are unable to initiate transactions or some significant functionality is impaired.
Medium Priority (Close within 3 working days):
Partial functionality is impaired. Operations can be carried out with temporary workarounds. e.g.
Intermittent problems, restricted performance, logic problem due to unknown issues;
Degradation of online response time.
Low Priority (Close within 10 working days):
Little or no operational impact but causes loss of productivity and/or cost efficiency. e.g.
UI problems with no operational impact, like printing layout problems, misleading system prompt messages;
A single user impacted with no loss of functionality or performance degradation. Workaround is available.
Bug Fix Requests
High Severity (cannot continue to operate the system): Emergency Bug Fix (EBF): Agreed upon schedule for the EBF.
In the event an agreement for resolution cannot be reached, the issue shall be escalated to the VP of Sales.
Medium Severity (high risk to operate the system): Next release
Low Severity (inconvenient to operate the system): Next release or afterwards
Bug Fix Process
Our staff would guide the client to provide diagnosis related information that will be used to reproduce the problem on the provider's server and figure out solutions. Once a solution comes out, it will be tested on the provider's server before a bug fix installation package (EBF) is sent to the client. It is the client's IT staff who are responsible for installing it on the client's server. To avoid accidentally seeing the client's production data or clicking any other software installed by the client, our staff would not interfere in the client's server during the whole process.