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Service Helpdesk
Contact our helpdesk personnel to report fault, request service and make general enquiries:
DID : 03 - 7494 9600
Email:
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Sales Helpdesk
Get product information and talk to our sales representatives at:
Email:
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After Hours Technical Support
Call our Standby Engineers after office hours, during weekends and holidays at:
Mobile 1: 016 220 8994
Mobile 2: 019 386 2571
For customers in Perak, Penang, Kedah, Perlis , Sarawak & Sabah , please call our technical representatives at:
Penang : 012 282 3991
Kota Kinabalu : 016 208 3926
Service can be via remote-access (via modem) or on site, depending on the condition of fault.
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Service Response
All service requests will be entertained based on the following criteria:
Contract Status
Customers with valid maintenance contract are always given top priority when responding to fault complaints and service requests. Please refer to Suria Managed Care for more info.
Severity/Sensitivity of Faults
Regardless if a customer signed a maintenance contract or without a contract, our team of technical experts are always on standby to serve you 24/7. Response Time however depends on the criticality or sensitivity of faults and also the Service Level Agreement (SLA) signed between the customer and Suria.
Priority Levels
Each fault reported will have different priority levels. This will determine our response time to you.
Priority 1
Proven failure of product in the field. The product is unusable, resulting in TOTAL MALFUNCTION of the system or having critical impact on the operation.
Priority 2
The product will operate but its operation is severely restricted.
Priority 3
The product will operate with limitations that are not critical to the overall operation or it can be used but with slight convenience. For example a workaround forces a user or system operator to use time consuming procedure to operate the system; or removes non-essential feature.
Priority 4
Pre-arranged/scheduled maintenance visit and installation work or project with specific attendance date and timeframe.
Service Fee
For customers without maintenance contract, all work done or parts replaced will be charged accordingly. Customer can request a price quotation before we start work. Please contact our Customer Service for more info.
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