UA-80512130-2

FAQ

General

How long have you been in business?

We are in this business for 11 years. However, we are doing business in Singapore for 4 years.

 

Are 
you 
public 
or 
private company?

We are private limited company.

 

How large is your company?

We are medium sized enterprise in Singapore.

 

Are 
there large 
companies
 
that 
you 
have 
worked 
with?

Yes. We have worked with Large and Government agencies.

 

How
 many 
employees 
do 
you 
have
?

We have 80 employees who is working in various departments.

 

How your team members are qualified to deliver services?

Our team members are highly experienced to deliver services to more than ten countries and hold relevant professional certifications.

 

Who 
in 
your
 company’s 
Development/Product
 Management
 position 
will 
we
 have
 access 
to?

We have more than 16 departments where have the multiple contact persons depending on your enquiry. Hence, we strongly recommend you to request information through our Service Desk. Our system will auto redirects to relevant professional to attend your requests.

 

What
 are
 your 
payment
 terms
 and
 do
 you
 offering
 financing
 of 
any 
sort?

We have the minimum of seven days and maximum of 30 days depending on contracts. We offer financing for long terms contract only.

 

Do you charge for On-Premise Assessment, Demonstration, Written Proposal and Proof of concept?

No. We do not charge anything and provide unlimited until our customers are satisfied.

 

Is you price standard across customers regardless of size of enterprises?

Yes. Our prices are standard across customers regardless of small, medium and large enterprises. However, prices are depending on requirements and services requested.

 

How many days warranties are covered for all your services?

All our services are covered with minimum 30 days and maximum 90 days depending on services.

 

How do you prefer to communicate such as phone, email, meetings, etc.?

We recommend to communicate through our Service Desk or email for first level. Our respective officer will contact you by email or phone or arrange meeting depending on requirements.

 

Do you offer ongoing support and maintenance?

Yes. We have packaged and customized support for all types of budget.

 

Who 
is 
responsible
 for
 support
 and
 what
 kind
 of 
infrastructure 
do
 you 
have?

Our customer service is overall responsible. We have Service Desk systems to track requests, segregate, prioritize and manage responses.

 

How do you track request and response according to customers needs?

Our system auto routes to respective department depending on matters. Also, our officers will route to relevant departments even if you send request to wrong department.

 

Do you provide on-site service?

Yes. We provide on-site and off-site service depending on customer budget.

 

Do
 you
 support 
foreign 
languages
 and
 if
 so,
which 
ones?

Yes. We support Chinese, Japanese, Hindi and Arabic for support and delivery related matters.

 

What if my company is dissatisfied with your delivery?

We offer money-back guarantee for cloud suites and products so customers may request refund with necessary documents for dissatisfaction.

 

How to read more information about Cloud Suites, Solutions, Services and Products?

You may visit our corporate website and navigate to respective sections. Alternatively, you may request information by email or service desk.

 

How to read more information about Cloud Suites, Solutions, Services and Products?

You may visit our corporate website and navigate to respective sections. Alternatively, you may request information by email or service desk.

 

Cloud Computing

What do I need to do to get ready for the cloud?

You only need a computer and internet connection.

 

What data protection strategies are offered?

We have Non-disclosure Agreement and customer's data are encrypted when store in database or transmit over network.

 

How can I make sure I always have access to my data?

Our framework is designed to segregate databases and network key for each customer and users are controlled by role which is defined during implementation.

 

What happens in the event of data loss?

We have redundant infrastructure to get all transactions up to last uptime and daily backups which can be restore by specific dates.

 

How do I get my data if I decide to leave?

You may plan to export your data from our system and import into your new vendor system.

 

Can the solution support our OS platforms?

Yes, we support most of OS includes Windows, Linux and Mac.

 

How quickly can operations be restored if the main system goes down?

We have pool of experts in each location to up the system within three hours times.

 

What are the scalability options?

Our product framework is designed to upload new plugins and module which helps to add new functionality quickly. We host all applications in our cloud infrastructure so which can be increase hardware capability without much down time. It also works as redundant hardware to prevent failure.

 

Do you give us access to real-time performance monitoring and statistics?

Yes. Our infrastructure and applications has monitoring and alert system which can be accessible by our customers.

 

What do you offer in terms of physical and systems security?

Our data Centre is very secured and located in Germany, UK, US and Singapore. Our applications are defined with roles, users and data encryption.

 

How do you secure transactions over the internet?

We offer SSL/TLS for all our applications to secure data over the internet. In addition, we have the infrastructure to establish private network connectivity for our customer which is depending on requirements.

 

What uptime and performance SLAs offer?

Our infrastructure and applications are 99% uptime and SLA is depending on requirements which will be agreed in the contract. Our SLA is quicker than other vendors by each locations.

 

Are there any penalty in place when SLAs are missed?

Yes. We offer demerits point when SLAs are missed. Our demerit points can be used to get discounts or additional services. However, we are strictly directing our team to meet SLA always since their bonuses are linked with the points.

 

What is the provisioning time for new solution?

It is depending on requirements. However, most of requirement are completed within six months time.

 

Can computing resources be expanded and contracted automatically?

No. It has to confirm and agree mutually. However, our system will alert both parties in advance.

 

Do you offer 24-hour customer service?

We do have 24 x 7 x 365 customer service but offers for specific requirements.

 

What are the options regarding contract length and terms of service?

We offer minimum of six months and terms of service may vary depending on requirements. However, we are flexible to adopt most of out customer's business needs.

 

Do you offer the flexibility of a short-term agreement?

Yes but minimum of six months due to enterprise and industry specific human resource demands.

 

What is the multi tenancy options?

Our applications and data are segregated for every customer and location with different security setup. This is to help our customers and subsidiaries to customize depending on individual requirements.

 

What are our exit options?

All cloud based solutions has no termination fees so may exit at any time by simply giving us request. However, on-premise and dedicated solutions may have the termination fees depending on requirements.

 

What can be outsourced to the cloud?

All applications and infrastructure can be outsourced to cloud since technology supports which are to save maintenance and upgrade cost.

 

Do I have to purchase new hardware?

Nope. We do not demand our customers to purchase any new hardware since our every application and infrastructure are highly optimized to work in thin-customer platform.

 

Solutions

Do you have a standard consulting process?

Yes. We have the system driven processes for each service type.

 

Are you willing and able to customize solutions depending on business needs?

Yes. We customize any solution, product and service for all type of organization.

 

Do you offer alternatives, or single solutions?

We propose multiple solutions depending on business need including contingency to use on emergency.

 

Do you provide project plan before start solution?

Yes. Project plan will be delivered and accepted by our customer before start the implementation.

 

Can you conduct usability studies?

Yes. This is part of our solution process and follows for every customer.

 

Will you discuss costs and benefits of various approaches to implementing functionality?

Yes. Our proposal includes cost, benefit and implementation approaches.

 

Do you practice standard functional specification document?

Yes. We have the documentation for every milestone and communication to customers including functional specification.

 

Do you maintain standards or work to develop a set of best practices?

Yes. Standards and best practices are followed by every department in our organization. We have audit and service quality department to manage it.

 

Does your solutions support cross-platform?

Yes. Our deliverables are supported by cross-platform and upgraded up to the latest version.

 

How often adopt new technologies?

We have the Product Innovation department who is regularly developing our products to cater for new technology as well as to support cross-platform.

 

What kind(s) of testing/quality assurance do you offer for pages, interactive, etc.?

Our quality assurance includes test automation, unit testing, integration testing, system testing, functional testing, performance testing and security testing.

 

Do 
you 
do
 the 
implementation
 and
 training 
or 
do 
you 
contract 
that 
out?

We do implementation and training with our consultants and we do not outsource to other vendor. However, we are implementing solutions on behalf other vendor.

 

Do you present technical ideas at the level of detail that customer comfortable with?

Yes. Our proposal includes necessary technical details but we provide more details on request by technical team of customer.

 

What are the costs for post-implementation customization/configuration?

The cost is depending on the requirements and other factors. You may request to our sales department for proposal or quotation.

 

Do you charge for correcting errors you made in development?

No. We do not charge for correcting errors made during our development and we offer fixes with free of cost.

 

Do
 you
 have 
experience 
migrating 
data 
from 
other 
systems 
to 
yours?

Yes. We offer data migration service for every implementation.

 

What language(s) do you use for functional programming?

We have the standard framework to support multiple languages including C#. Net, VB.NET,PHP, ASP, ASP.NET, FoxPro, Visual Basic 6 & Delphi.

 

Will you document your work so others, can modify it later?

Yes. We provide technical specification after every implementation which will help for any technical consultant to modify it.

 

What experience do you have with remote-access situations?

We have implemented many cloud platform solutions which can be accessible from anywhere in the world.

 

Do you have existing framework/module that you can adapt for our use at lower cost than developing from scratch?

We have many off-the-shelf cloud suites and products which can be customized by spending lesser efforts instead of developing from scratch. In addition, our frameworks are stable and proven in many implementations for higher quality and quick delivery.

 

Will you help us move our applications and data to another location when the time comes?

Yes. We can help to move applications with data to any location on customer's preference.

 

How can I determine whether it’s right for my business?

We have processes such as review data sheet, demonstration, proof of concept and proposal to ensure that our solution meets your business needs.

 

Services

What are your areas of expertise?

We have the expertise for business applications and infrastructure for all industries.

 

Are 
you 
capable
 of 
supporting
 a 
global
 implementation?

Yes. Our team and frameworks is designed for global implementation and have enough experience with more than ten countries.

 

How do you charge for support?

We have many packages including offshore, onsite, email, phone, etc. You may choose depending on your requirements.

 

What is your process for requesting support?

We suggest to drop email or send request through our service desk system which is available in our website.

 

What is your response and resolution time?

Our response time is one hour for all customers but resolution time varies from one day to 30 days depending on severity.

 

What does it cost to have someone come onsite a fix a problem?

It is depending on issue, resource and location. You may feel free to contact our Service Desk to get quick quote for the service. Alternatively, you may visit our eCommerce system to get exact price.

 

Who does the training, are there scheduled courses?

Our implementation team conducts training to customers but will be scheduled as part of Project plan. Customers may request additional training session depending on contracts.

 

What can you offer for training and documentation?

We offer training regards to operational activities for the solution implemented and the training guide and video reflect the same.

 

Products

Is
 your 
product 
Singapore 
developed?


Our products are developed in various countries with respective experts but quality assurance conducts in Singapore.

 

Do
 you 
have
 a
 demo 
version 
available
 for 
review
 or 
can 
a 
demo
 be 
scheduled
 over
 the 
web 
to 
demonstrate 
your 
product?

We have online demo for all our products and cloud suites. Also we conduct onsite demo for solutions as Proof of Concept.

 

Are products downloadable from your website?

Yes. However, it is restricted for registered customers only.

 

What range of browsers do you support?

We support Internet Explorer, Firefox, Chrome, Safari and Opera.

 

How
 many 
minor
 and
 major
 releases
 do
 you
 deliver
 in 
a 
year?

We deliver two to four minor releases and one to two major releases in a year.

 

What
 percentage
 of 
your 
customers 
is 
on 
the
 most 
current 
release 
of 
your
 software?

Our latest release is used by 70% on-Premise customers and 95% of cloud customers.