User Support

To support you better, please follow the guidelines below:

Important!
1) Avoid sending one support request to multiple contacts.
2) Call your account manager to follow up on your support request(s).
3) Obtain a ticket number and state this reference when contacting our technical support.
(Kindly inform your account manager if more than one support ticket has been generated)
4) Ensure that support is covered and paid for in your contract.

SUPPORT REQUEST FORM

Please provide the following information when you are requesting for support:

1) Name

2) Email

3) Contact number

4) Company name

5) Server URL (Some companies may be running more than one servers).

6) Support Type, choose one from below:
    a) User Support
    b) Bug Reporting
    c) Enhancement Request
    d) Customization Request
    e) Server software problem
    f)  Server hardware problem

7) Problem description.
    a) Indicate how you arrive at the screen with problem, for example: TRADING -> RMA    
        DEPARTMENT -> SERVICE NOTE LISTING
    b) Take a screen shot (press "Prt Scr" button at the top right hand corner of your keyboard). And
        then save the image by using Microsoft Paint or any other graphics programme. You can also 
        paste the picture in Microsoft Word or Excel.



SUPPORT ESCALATION STAGES

1) Contact Your Account Manager (via Email/Phone)
  • Not sure who your account manager is? Email: support@wavelet.biz to find out.
  • Upon contacting your Account Manager, you could expect response within one (1) business day, other escalate to the next level of support (see below).

2) Contact Wavelet General Support
  • Email to only one email account to avoid duplication
  • You may call +6017 366 3753 / +6017 366 3081 / +6017 366 3092 to follow up.
  • A ticket number will be provided within two (2) business days, otherwise escalate to the next level (see below).

3) Contact Technical Support
  • Email : mokhankit@wavelet.biz
  • A ticket number will be provided within two (2) business days, otherwise escalate to the next level (see below).

4) Contact Technical Lead
  • Email : janet@wavelet.biz
  • A ticket number will be provided within one (1) business day, otherwise escalate to the next level (see below).

5) Contact the CEO

OFFICE HOURS

Our office hours is 9.30am to 6.30pm (Monday to Friday) excluding Malaysia public holidays.

For emergency technical support (server down etc), you can contact 

Person on Duty (017 366 3081)

Subpages (2): Network Setup Wavelet EMP Tests
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