e-Lock’s technical support services are provided by a team of well-trained and certified engineers with a great sense of responsibility. The mission of the team is to minimise downtime of our client’s security infrastructure.
Local On-site Support
IT infrastructure is such an integral part of companies’ business operations in this time and age that they have to be running 24x7x365. Realizing that most companies depends heavily on IT for their operations our technical support services provides support to companies security and network devices to ensure they are always at optimal operational level. The key services include:
- On-site visits for system configuration, troubleshooting and emergencies.
- Unlimited phone and email support.
- 4-hour response time.
- 8×5 or 24×7 service hours.
- Available for selected security, network systems and devices.
Our technical support services are located in Tokyo, Japan and Kuala Lumpur, Malaysia providing support in English, Japanese, Mandarin and Malay language.
All security and network solutions may it be devices or software would require yearly maintenance renewals or subscription. Our technical support services team provide you with the services to ease the cumbersome administrative work of handling maintenance and renewals:
- Administrative handling of annual subscription and maintenance renewals.
- Available for selected brands of security, network systems and devices.
Security and network devices or software would require periodic maintenance to ensure the smooth running of its’ operations. The preventive maintenance would usually involve ensuring patches are updated, new definition updates, resource optimization and even firmware upgrade. Our technical support services team provide you with the services to ensure your devices are always at an optimal level.
- Periodic on-site preventive maintenance to ensure smooth system operation
- Available for selected brands of security systems and devices.
To provide companies with the assurance of uninterrupted IT operations, our technical support services includes a subscription program for “temporary hardware replacement”. In the event of a device failure, upon verification by our engineer, we would replace the unit with a replacement unit to ensure the continuous running of your IT operations. With the THR program an equivalent replacement unit will be provided throughout the repair period of the original unit. This program is available for selected network security devices