Support Services Policy

  • Support Provided by: Inhouse
  • Support Email:
  • Support Hotline: 63312222
  • Online Support: Help button linked to JIRA
  • Case/Incident Management Software: In-house customised system
  • Support Desk/Call Center Shiftwork Scheduling: Support services are available during the following hours, based on Singapore Business Time (SGT):
    • Support Hours: Monday to Friday
    • Support Availability: 9:00 AM to 7:00 PM SGT
    • Total Hours of Support: 10 hours per day
  • Policy Overview:
    1. Support Channels:
      1. For general support inquiries, you can reach us via email at
      2. If you require immediate assistance, please call our Support Hotline at 63312222.
      3. For online support, utilize the “Help” button linked to our JIRA system.
    2. Support Availability:
      1. Support services are accessible during Singapore Business Time, Monday to Friday, from 9:00 AM to 7:00 PM. Please note that these hours are exclusive to Singapore Business Time.
    3. Case/Incident Management:
      1. We use an in-house customised system to manage and track cases and incidents.
    4. Responsiveness:
      1. Our commitment is to provide support within the designated support hours.
    5. Escalation Procedures:
      1. For urgent issues, please contact our Support Hotline for immediate assistance.
    6. Service Quality:
      1. We strive to deliver high-quality support services and resolve issues promptly and effectively.
    7. Feedback:
      1. We welcome your feedback to help us improve our support services. Feel free to reach out to us through email or the JIRA system.
    8. Compliance:
      1. All support activities will comply with relevant laws, regulations, and industry standards.
    9. Review and Updates:
      1. This policy is subject to periodic review and updates. We will communicate any changes to our support services as necessary.

Please note that this policy outlines the key elements of our support services. If you have specific inquiries or require assistance, do not hesitate to contact us through the provided channels.

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