FAQ: Managed Support Service

Does Net Onboard perform security hardening prior delivery of newly purchase server?
Yes, Net Onboard Support Engineer do perform security hardening with OS update as well as firewall implementation as to ensure the server are fully secured and keep up to date prior to the delivery.

Thus, the delivery period might be longer compared to other server provider in the market. However, it will still be delivered within the same working day for basic installation.
Does the Dedicated Server with Virtualization plan come with Support Service?
Yes, the Dedicated Server with Virtualization plan do come with Basic Support as per listed below:
- Remote Eye & Hand
- Power On/Off/Reboot

In the event that you require greater extend of Support, you may consider to subscribe 24x7 Managed Support.

Note:
- 24x7 Managed Support can only be subscribed during the initial purchase of Server Plan. After which, client is required to purchase On Demand Support priced at RM300/Hour for Office Hour Support while RM450/Hour for Off Office Hour Support.
- Support Reinstatement Fee of RM499 will be applied for client that signup the 24x7 Managed Support Service at later stage.

How can I determine if the issue that I’m encountering is originated from server or my application?
You may request Net Onboard Support to diagnose your issue and our Support Engineer will be able to advise you on the cause of the issue. Net Onboard Support Engineer will rectify the issue if the root cause is due to network/hardware/server.

Vice versa, you will be advised to debug your own customized application.
How can I obtain support service for subscription of 24x7 Managed Support?
Client is required to raise a Support Ticket as to request for Support under the subscription of 24x7 Managed Support.
However, client may contact (SMS/Call) our Support Member via Dedicated Support Hand Cell number during emergency/critical situation (e.g: Inaccessibility of Server) followed up with a support ticket.

Note:
- Client will be given the info of 3 Dedicated Support Hand Cell number upon delivery of server.
II do understand that 24x7 Managed Support has a Maximum Limit of 5 Tasks Monthly. How does this being measured?
As client is required to raise support ticket for each support, each resolved ticket will be calculated as utilization of ONE (1) task.
Understand that 24x7 Managed Support can only be subscribed during the initial signup of Server Plan. How can I subscribe to 24x7 Managed Support at later stage?
Client may subscribe to 24x7 Managed Support at later stage. However, there will be additional surcharge known as Support Reinstatement and the fee is RM499.
We understand that we are required to raise support ticket for any support request. Can I request for Phone Support when there is emergency issue such as server / network inaccessibility?
Yes. Net Onboard understands that there are circumstances that Phone Support is essential to speed up the resolution time. You are welcome to contact us via Phone follow by send in a support ticket for recording/reviewing/training purposes.

For phone support during Office Hour (09:30 to 18:30 GMT+8 Mon-Fri) , you may call to +60320584799.

For Phone Support at Extended Hour (Off Office Hour or Public Holiday), you may call to +60126171688.
What happen if I did not subscribe 24x7 Managed Support service but I need the support now?
24x7 Managed Support can only be subscribed during the initial purchase of Server Plan. After which, client is required to purchase On Demand Support priced at RM300/Hour for Office Hour Support while RM450/Hour for Off Office Hour Support if the support coverage is beyond the Basic Support Service

Client may first place order for the On Demand Support from http://billing.netonboard.com and then to raise support request via http://www.supportchain.com by supplying us the paid receipt.
What is the support coverage if we subscribe to 24x7 Managed Support?
Net Onboard basically cover all aspect of support EXCEPT Application Support such as Coding & Interface Design.
24x7 Managed Support Coverage:
- Advisory
- Deployment
- Configuration
- Optimization
- Security Update
- Patches Update
- Troubleshooting
Will support credit expire?
Yes, support credits expire monthly.

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