Support
KW Tech Solutions is based in Singapore, and handle development work in-house. Through our experience developing the solutions from concept, we possess deep product knowledge and domain expertise.
We offer a reliable, comprehensive, and in-depth support system to meet the high expectations of our customers in developing, customizing, and maintaining our systems.
25+
Years of Experience
30+
Projects Delivered
10+
Industries Serviced
Key Support Services
- Pre-sale consultation.
- Process and data flow analysis.
- Business process re-engineering.
- Customised development to fit unique requirements.
- User acceptance test.
- Change management, and data migration if necessary.
- Annual maintenance and training contract.
Incident Management System
KW Tech Solutions understands that the unexpected can always happen. Based on our extensive experience, we have created a response system that is appropriate, ensuring customer satisfaction through timely resolution of potential issues.
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Category
|
Description
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Response
|
Resolution
|
|---|---|---|---|
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Feature Request
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Does not affect normal operations
|
Within 7 Days Of Confirmation
|
Discuss priority and working scheme to incorporate into future updates.
|
|
Low Priority
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Does not affect business as usual. Easily resolved through simple workarounds.
|
Within 5 Days Of Confirmation
|
Provide workaround where possible. Set to end of queue to patch in future updates.
|
|
Normal Priority
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Affects business as usual, however, can by mitigated through workarounds
|
Within 3 Days Of Confirmation
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Provide workaround where possible. Set to start of queue to patch in future updates.
|
|
High Priority
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Affects business as usual, with no clear workaround.
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Within 1 Days Of Confirmation
|
Provide workaround where possible. Write patch to resolve as soon as possible.
|
Robust Customer Support
At KW-Tech, we constantly strive for excellence for our customer. We incorporate a comprehensive customer support system, by leveraging technology to provide a seamless support experience. Our comprehensive support process helps ensure that all of our customers are fairly treated, with a clear means of getting the appropriate support they need, to resolve their issues in a timely manner.
Getting Assistance
An incident requiring support happens. If the case arise due to fault from KW Tech, support will be provided without cost.
Email Support
Upon receiving an support request, with relevant requirements ironed out, we will typically respond within one business day to address the issue.
Phone Support
Should there be significant requirements and complexity that cannot be effectively resolved through an email, phone support would be provided.
Remote Assistance
After determining the root cause and solution to the issue, remote assistance (such as teamviewer) would be provided to remotely address the issue.
In-Person Support
In some rare cases wherein issues arise due to some hardware issues of the business, an appointment would be made to address the issue in person.
