Support
When something breaks, here is what we owe you
Written down rather than implied, so you can hold us to it. These are the same commitments that go into your service agreement.
Support hours
Monday to Friday, 9:00am–6:00pmSGT
Excluding Singapore public holidays.
Your account contact
Received 24/7
During support hours
Support hours
What “around the clock” means here
Email and WhatsApp are open every hour of every day, so nothing you send is ever turned away or lost. A person reads and answers them during the support hours above. We would rather tell you that plainly than advertise 24/7 staffing we do not have — you are the one who would find out.
How fast we come back to you
Measured from the next moment support hours are open. These are commitments, not averages.
| Priority | What it means | First response |
|---|---|---|
| Critical | The system is unavailable, or you cannot issue invoices or run payroll. | Same business day |
| Normal | Something is not working as expected, but there is a way around it. | Within 1 business day |
| Question or request | How-to questions, configuration changes, enhancement requests. | Within 3 business days |
A first response means a human has read it and told you what happens next — not that the problem is already solved. For anything critical we stay in contact until it is.
Support questions
Is support charged separately?
No. Support, software updates, security patches and daily backups are covered by the licence. Work that goes beyond support — new configuration, extra training, a fresh data migration — is quoted as professional services by the day, at the published rate.
What happens outside support hours?
Your message is received immediately and picked up when hours open. If your operation runs on a schedule that genuinely needs cover outside these hours, tell us during the readiness call and we will quote for it honestly rather than pretend it is included.
Who do I actually talk to?
A named contact in Singapore who knows your configuration, not a ticket queue that starts from zero every time. For a company of our size that is not a marketing claim — it is simply how it works.
What if you miss one of these targets?
Tell us. These commitments are in your service agreement, so a miss is something you can raise formally, not a matter of goodwill.
Already a customer?
Use the channels above — they reach us fastest. This page is here so you always know what to expect.