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Software Support

Peliontech offers flexible support arrangements that are tailored to you, your team, and your customers. Our dedicated support team are your personal technology consultants, and help you if you encounter any problems, or decide to make some changes, or require training and knowledge transfer to work confidently with your software.
Software Support Program
Software Assurance Program
Software Engineering Man Day Management

Amplify organizational growth with comprehensive Customer & Technical Support Services

Customer experience is a vital aspect for business growth. Organizations are aligning resources to enhance Customer Experience for any service or product, software or hardware, to achieve higher business goals. Being different but complementary in some cases, Customer & Technical Support can help boost brand identity through interactive consumer chats, phone support and seamless remote technical help

Peliontech Software Support Program

  • Provide User Support Report/Request Submission Channels through: Email, SMS, Fax, Telephone, WhatsApp.
  • Provide Support Request Response according to SLA
  • Provide Software Breakdown Services according to SLA. (On-Site Support where necessary / Remote Desktop Support)
  • Provide Software Installation/Setup/Update Patch Services according to SLA. (On-Site Support where necessary / Remote Desktop Support)
  • Provide Software Bug Fix Services according to SLA. (On-Site Support where necessary / Remote Desktop Support)

PelionTech Software Assurance Program

  • Provide Updated Software Version Release licenses where available. (Update Licenses are FOC for Peliontech Software Licensed users)
  • Provide Software Installation Services according to SLA. (On-Site Support where necessary / Remote Desktop Support)
  • Provide Software Training through Remote Desktop according to SLA
  • Provide Software Consultation through video conference according to SLA
  • Provide Software Programming/Engineering Services according to SLA. (On-Site Support where necessary / Remote Desktop Support)
  • Provide Architecture/Design/Consultation Services according to SLA. (On-Site Support where necessary / Remote Desktop Support)

PelionTech Software Engineering Man Day Management

  • Each Support/Assurance Program carries the stated Man Day quota included for FOC Update Request.
  • All Work Units are done remotely through internet unless On-Site is necessary.
  • Customer may utilize the Man Day as and when necessary.
  • Customer to Purchase Additional Man Days if needed.
  • Man Days purchase will be added to the balance quota.
  • Unutilized Man Days may be carried forward to the next month.
  • Unutilized Man Days carried forward is limited to a maximum of 12 months, after which it will be force utilized on Software or Server Maintenance services.
  • One Man Hour is the smallest denominator for Update Requests engineering hour calculation.
  • Update Request deductions are always based on Work Unit.
  • Each Update Request may include multiple sub items that utilize multiple Man Hours.
  • Total Man Hours in any Update Request are always rounded up to the nearest Work Unit and deducted accordingly from the balance quota upon upload to User Acceptance Test system.
  • Debugging of new functions added in Update Request is FOC until moved to Live System.
  • Any unforeseen functions necessary to be added due to previous updates are calculated separately as a new update request.

Why choose PelionTech for Customer & Technical Support?

  • Consumer-oriented approach.
  • 24/7 support team availability.
  • Multiple domain expertise.
  • Dedicated team to formulate scalable strategies.
  • Tailor-made support solutions based on business requirements.
  • Accelerated customer retention using advanced methodologies.
  • Agile-based support services.

We help businesses to reach their full potential. Are you ready to reach? Contact Us.

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Responding to COVID-19 together.

As the world continues to respond to COVID-19, we are working to do our part by ensuring the safety of our employees, striving to protect the health and well-being of the communities in which we operate, and providing technology and resources to our customers to help them do their best work while remote.
PelionTech

PelionTech Solution Sdn Bhd

No. 643, Blok A2, Leisure Commerce Square, Bandar Sunway, 46150 Petaling Jaya, Selangor.

+603 8075 7030
sales@peliontech.com
support@peliontech.com

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