For admin user who wish to speak with our Support Engineer, you may either

1. Log a ticket via e-Support Portal (https://support.iwowsoft.com/portal/en/signin)

(a) Login as member > Click on "My Tickets" > Add Ticket

(b) Insert brief description / screenshot of the issue encountered.

Note: This will be helpful for the Duty Officer to understand the urgency of the issue.

(c) Provide us the contact number to reach you (Company Number / Personal Contact Number).

(d) Mark "Call Back Required?" > Submit ticket

OR

2. Send email to support@iwowsoft.com.my

(a) Briefly explain in words / attached screenshot of the issue encountered in the email.

Note: This will be helpful for the Duty Officer to understand the urgency of the issue.

(b) Note "Call Me Back" in your email.

(c) Provide us the contact number to reach you (Company Number / Personal Contact Number).

* Support ticket will be generated automatically in our e-Support Portal when an email is sent to support@iwowsoft.com.my.

iWoWSoft Call Me Back Policy SLA

A. To whom it may applies

All on-premises or cloud services trained admin user only.

B.    How to ask for call back

User may indicate the call back request through our e-Support Portal or email only to support@iwowsoft.com.my with the following information:

1. Brief description of the issue you encounter

2. Screenshot or short video

3. The best time to call you back

4. Your contact number (Optional: iWoWSoft’s Support shall call your office number directly. You may leave us your personal phone number in case you prefer our Support to call you directly.

C. Call back waiting time

You shall expect a call back within 30 minutes. In the event that our Support Engineer did not call you back within the timeframe, it is most likely that there are several clients have requested for call assistance. Rest assured that your request will be in queue based on the urgency of the issue reported.

D. Support hour for call back

1. Follow our current SLA, from 09.30 AM to 05.30 PM every Monday to Friday, exclude Public Holidays.

2. Email send direct to our support engineer’s personal email may be overlooked or delayed, and it is not within the scope of this “Call Me Back” Policy.