Frequently Asked Questions

I’m interested in signing up for the services for my organization, how do I sign up?
Click on the “Buy Now” logo and provide us with the necessary information for us for us to start of provision of our support services. Alternatively, you can click here to contact us for the details.

When will the service start after I have signed up for the service?
The service will start the next day after you have signed up and done the necessary payment through our website payment gateway (PayPal) to activate our services. Our customer service representatives will receive the information and activate the necessary steps to get your users updated and educate them on how to utilize our support services.

Can I upgrade my plan if I have already signed up for a specific package?
Yes, you can. Please contact us to let us know which plan you would like to upgrade to and our customer service representatives will be providing you a new order form which will be pro-rated as per your previous contract’s duration. All you need to do is just to confirm the information and we will bill the difference to your company.

Can I activate onsite technical support whenever I deem there is a need?
For onsite technical support, our technical service representative will assess the situation and activate the technical support engineer to go onsite when they are not able to remotely resolve the issues. This only applies to Extended and Enterprise customers. Any out-of-scope/out-of-plan onsite technical support are chargeable based on per hour rate of S$90/hr.

However, should you require such ad-hoc technical support services, you can contact our customer service representatives and our team may be able to customize a plan for you as per your needs and requirements.

What if I decided to cancel my subscription during the service contract duration?
Yes, you can. However, there will be charges incurred due to our setup of the necessary services for every new account signed up with us. For monthly payment subscribers, we will require minimum 30 days for termination of services meaning an additional month of billing cycle. Unfortunately, for annual pre-payment subscribers, we will not be able to provide any refunds due to the service headcount and necessary services already pre-catered for them for the whole duration.

Service Definitions

Unlimited Case and Incidence Reporting
Users can log a service ticket or case via our chat, telephone or email support whenever they encounter an issue with regards to their IT devices or system. There will not be additional charges for logging support tickets to our support team. (Please refer to our pricing plan on the type of devices support based on the plan subscribed)

Unlimited instant chat, email, phone and remote support
Users can log an unlimited number of support occurrences through our support channels via chat, email, phone or when our engineers do remote support to their IT devices / systems.

Active Preventive Maintenance
Our engineers will be conducting procedures that promote a longer, trouble-free life for your IT devices. This type of preventive maintenance primarily involves the periodic cleaning of the system and its components, as well as performing backups, antivirus and antispyware scans, and other software-related procedures.
Monthly Performance and System Review Report
Our engineers will review your system and ticket logs for an analysis of your system potential faults and securities flaws monthly which we will in turn send the data translated into a report to the administrator of the company for an overview of their business IT system.

Dedicated Technical Consultant
A specialized technical engineer will be attached to the specific company so that he/she keeps track of the full situation of the company’s IT health and progress which he will be able to provide up-to-date advice and monitoring on our customer’s IT system and faults progression.

Full IT Health Check
An IT Health Check audits the company’s entire IT set up, seeking out any potential vulnerabilities or issues so that risks can be rapidly identified and a plan put in place to rectify the situation as quickly as possible. This health check ensures that best practices are being followed across your company’s computer systems and that processes are being consistently followed to ensure proper IT usage, stability and function.

IT Roadmap & Budget Planning Services
IT budgeting can range from a painful annual process to the actualization of a carefully crafted IT strategy and roadmap. For an IT executive who is uncomfortable with numbers or loathe to endure the justification process that accompanies budgeting, it can be a difficult exercise, and the temptation can be to simply tweak last year's budget, to succumb to arbitrary cuts. We will help to advice what is essential to your business functions and what can be put on hold for future considerations so that you utilize your budget for only those that brings value or efficiency in your business.

Unlimited Service Onsite Support
Customers who are entitled to this service category will enjoy unlimited visits from our onsite engineers for troubleshooting without incurring additional costs. However, do note that any onsite support service can only be activated by our technical call center as they will evaluate the needs and urgency of the situation for on-site service before deploying them to any of the customer sites and any onsite service can only be deployed for troubleshooting purpose.

IT Best Practices Review
Most of the IT organization is to automate and improve business processes throughout the company. But the IT organization itself also has its own need for process improvement and automation. The best-run IT organizations not only focus their process improvement efforts on those of other departments, they also seek to optimize their own IT management processes internally. Thus, we aim to assist our customers in achieving their goals for their IT governance practices, IT financial management practices, IT operational management practices, IT security and risk management practices, application development practices, and innovation best practices

IT Security Management (ITSM)
IT security management (ITSM) intends to guarantee the availability, integrity and confidentiality of an organization's data, information and IT services. We look at conducting a series of a cyclic compliance reviews and re-assessments designed to make sure that security controls are properly put into place to meet security requirements, and to cope with any rapid technological and environmental changes.

Up to 4 hours SLA on site response time for critical IT Incidents An SLA (Service Level Agreement) is the minimum level of service that our service will deliver to you per the agreement. For critical IT incidents, we understand the urgency, thus for enterprise support plan customers, we seek to ensure we will be able to respond and remedy your issue fast enough.

IT Recommendation and Advice
Procuring IT equipment and software can be a confusing task for many organization given so much choices and variety of systems out in the market. We will base on our customers’ environment and provide our non-biased advice to ensure our customers utilize the right and most valued worthy IT systems for their environment.

Technology Market Updates
As our customers, we provide constant updates on the technology space that may be useful or informative for our customers in their business and getting themselves more informed about the technology trends.

New Employee Onboarding
Having a new employee can be taxing in terms of administration work as well as the necessary orientation and onboarding. We assist our customers in the necessary steps of onboarding from provision of emails, registering them on Microsoft Active Directory to even providing the necessary information for their setup of work devices, saving time for the company to focus on orientating the employee for other work related stuffs.

IT Licensing Management
Better management of software licenses are often an important goal to work towards as it helps to keep them legal and informed all the times. However, many do not know where to start with for license management or to follow which practices when undergoing the task. Our in-house software helps our customer in getting this out of their tracking list as our software helps to keep track and give you reminder when the software licenses are due for renewals and even helping you to look at extending or procuring the software whenever needed.

3rd Party Vendor / Telco Liaison
Managing interactions with multiple parties can be a confusing and troublesome task. We understand the pain of this and we ease our customers by taking up responsibility for the communicating and continuously check up on your vendors to make sure everything is running smoothly. This will give your company peace of mind knowing that everything is running smoothly under watchful, expert eyes.

Single Point of Contact for all IT related Services
Getting a service desk that can handle any service support request is an edge to your business. IT inquiries, problems, administrative requests or security concerns related to your IT will be fully taken care of through our single support via our chat support, email or telephone support.

Documentation of Network Diagrams
Many businesses do not realize the importance and the needs of having proper documents of their own setup till problems occur. We always strive to ensure that we provide documentation for network diagrams for our customers as these are important information which they will require when they expand or make any form of changes to their network planning. A network diagram is a visual chart for network assets, connections, and paths. Because there are myriad interdependencies in any given network, network diagrams are used to display, visually using graphics, the various dependencies and interdependencies in a network.

Documentation of Security Policies
Information security policies play a vital role in organisational security. Getting your policy right will give you an excellent framework to build on, making sure that all your efforts follow a single goal. But if you get it wrong, you risk neglecting key issues and exposing yourself to data breaches.

IT Project Planning
Being one of the most crucial function in the modern world, technologies can be complex and confusing where technology rapidly change and end users usually demand greater ease of use and flexibility. Having the right IT project planning methods are paramount to the success for many IT implementation and it is imperative that these initiatives are completed on time and on budget. Our team have gathered over decades of experience in planning and managing IT projects where we have implemented a different variety of projects varying from small to large scale enterprise deployment.

IT Asset Management
A lack of insight into available business assets means organizations often don’t know the condition of the operating assets they possess. This is an absolute nightmare for any organization as this may entails more costs incur in view of possible loss of equipment, reactive maintenance, potential loss of productivity and even putting the company at disadvantage during negotiation with IT suppliers. We help our customers to record their IT assets under our own IT asset management software which enables them to have accurate IT assets information at their fingertips.

Troubleshooting Ticketing & Log Reporting
From the moment, the troubleshooting tickets are created to the moment they are resolved, our team of technical supervisors monitor your help desk tickets efficiently and constantly review on our IT services that we provide. Every time you initiate a ticket via our chat, email or telephone, a ticket will be automatically created after getting the information about the issue encountered by user which a copy will be send to the user.

Hardware Fault Identification & Rectification
Usually IT hardware faults can be due to many reasons and it takes years of experience to identify and resolve faults quickly. Our experienced team of technical experts are well trained to handle and resolve technical issues across most of the systems in the market which give us an edge in resolving faults faster than most competitor companies.

Smart Phone / Tablet Support
Mobile usage has worked its way into the daily life of many users, enabling productivity on the go accessing information and data, making mobile devices such as smart phones and tablets essential in professionals’ daily lives. Given such importance, our technical team are well versed in supporting and providing enterprise applications as well as hardware support for Android and iOS devices to ensure our users always can get their most needed assistance without going through multiple channels to fix their mobility issues, giving users a peace of mind with us behind the scene supporting them wherever they are.

Workstation Inventory Management
Having a systematic approach to store all relevant information of your workstations are important specially to have a complete view of all your workstations’ detailed information such as knowing every equipment hardware specification, software installed, asset ownership history and equipment support expiry etc. Keep good track of such information allow owners and IT managers to make better decision and better budget planning for the future as well as ensuring productivity will not be affected due to equipment loss or failure. We are glad to be able to provide this service to our customers so that they always get the most recent update of asset information to make any of their IT decisions easier and accurately.

Email and Domain Support
Email has become an integral part of our professional lives since almost 2 decades ago. As the major working tool in business communications, zero downtime on email and domain becomes the most important IT component in supporting the business operations. At HapDesk, we provide support on all email and domain technical support and assist on liaising with your domain / email vendor to ensure your business operations can be as smooth as possible and assuring your users to have the needed assistance when such issues arises.

Patch Management (if applicable)
Patch Management is the process of managing a network of computers by regularly deploying all missing patches/files that are essential in safeguarding the security and operations of your IT systems. For organizations with multiple users/devices/servers, it can be very time-consuming and challenging to manually manage these patches. Our patch management service will assist in freeing up our customers’ time in administrating such process and routine work and keeping our customers’ systems up-to-date and a lesser tendency for such attacks to occur in their systems despite the rise of cyber hacking and virus attacks.

Firmware Updates (if applicable)
Firmware is a software program or set of instructions programmed on a hardware device, providing the necessary instructions for how the device communicates with other computer hardware. Without firmware, the hardware device will not be able to function properly. Firmware updates enable devices to operate better and at a faster speed based on the latest development of technology which often improve the hardware/product and its enhanced features.

Technology Review
We provide technology review on our customers’ infrastructure or equipment setup to bring better-informed and more conscious decisions about their technology. This include our customers’ full IT infrastructure, software, hardware, operating systems and applications.

Disaster Recovery Review
Disaster Recovery (DR) is often practice in organizations to protect them from potential effects of significant unforeseen negative situations. Disaster Recovery can allow an organization to maintain and quickly resume mission-critical functions following a disaster. We help our customers to review their current DR setup and assist them in helping them to setup a more robust and safer DR environment should their current DR is sufficient to support their needs and requirements. This will also include measurements such as Recovery point objective (RPO) and Recovery time objective (RTO).
RPO is the maximum age of files that an organization must recover from backup storage for normal operations to resume after a disaster. The recovery point objective determines the minimum frequency of backups. For example, if an organization has an RPO of four hours, the system must back up at least every four hours.
RTO is the maximum amount of time, following a disaster, for an organization to recover files from backup storage and resume normal operations. In other words, the recovery time objective is the maximum amount of downtime an organization can handle. If an organization has an RTO of two hours, it cannot be down for longer than that.

Workstation setup for new employee
We assist our customers in getting their new employees’ setup for their assigned workstation which includes email, company messaging app, company security policies, software etc. This will ease the company’s orientation and guide through with the new employee on his/her IT setup process.

Support for General IT Applications
We support and assist in troubleshooting most of the general IT applications for our customers which includes Microsoft Office Suite, G Suite, Adobe, Anti-viruses etc.

Backup & Restore administration
Tasks such as making sure backups completed, backups are done in stipulated routine schedules and checking what is not backed up are managed by our team of specialists whom will be our customers’ data gatekeeper to ensure all their data are backup per their routine schedule.

Network Setup & Configurations
Network Setup & Configurations refer to the process of setting a network’s controls, flow and operation to support the network communication of an organization and/or network owner. This may include performing processes such as router configuration, network-based software configuration, setting network connection on host workstation, IP addressing, setting up intrusion detection system etc.

Network & Internet Connectivity Management and Support
In our current world, IT equipment and new technologies such as sensors and IoT (Internet of Things) devices are being connected through the internet to bring more convenience and productivity. Our engineers assist to support our customers’ internet and network environment to ensure our customers experience zero or little downtime and keeping our customers’ environment always connected.

Network Printer Management and Support
Our print management comprises several different aspects of printing, including network printer management and output management, providing a central administration point for sharing printers and multifunction printers (MFPs) on a network and managing print tasks. We also address various output management options, including print management solutions and troubleshooting.

Wireless Connectivity Management and Support
We look at managing your wireless environment like as if it’s our own environment. We understand having seamless connectivity is mission-critical to your operational and corporate environment. Thus, at HapDesk, we aim to ensure minimal disruption to your wireless connectivity and assist in liaison with the necessary parties such as telcos and 3rd party vendors.

Router Advanced Optimization
Technologies change rapidly, and one of the best ways to speed up your wireless network is to use the latest hardware. In the market, some of the routers have a Quality of Service (QoS) setting that lets you control which apps have priority access to the Internet bandwidth. Our engineers also look at fine tuning the radio frequencies channels optimization based on the traffic of the network as well as building prioritization policies for access on different applications and group of users.

Firewall Management and Support / Advanced Optimization
When it comes to network firewall configuration, security administrators face the tough challenge of balancing the need for strong security with business users' need for fast performance.
The stakes couldn't be higher. According to Gartner, 99 percent of firewall breaches are caused by errors in configuration. Breaches, then, are almost always caused by human error, not technology failure. Our team of technical experts understand and usually look at implementing our in-house procedure in placing the firewall rules best practices in getting your security in place. Such practices include documenting the firewall rules, establishing the change protocol for configuration, setting up automation on settings and regular reviews of firewall rules etc.

VPN Management and Support
Having a central VPN management can bring several benefits for our customers which goes a long way in easing concerns around security of remote access by making organizations more secure, efficient and productive. These benefits include having a single point of administration to assist organization to operate securely and efficiently, increased in productivity, BYOD support for current or future practices as well as investment protection to existing hardware and software.

Backup Management and Support
There are many choices behind an effective backup management plan where organizations must decide on the type of backup options, strategy as well as type of tools to fit their needs and requirements. Our technical advisors will help to advise and implement on the most suitable backup strategy catered for the organization based on their environment and budget without comprising on the objectives of the strategy. Such options may include taking up a cloud backup and recovery strategy or adopting the leading technology backup solutions.

DHCP Management and Support
Dynamic Host Configuration Protocol (DHCP) is a network protocol that enables a server to automatically assign an IP address to a workstation from a defined range of numbers configured for a given network. DHCP holds the key to advanced automation of a network’s IP address functionality and without DHCP servers, all IP addresses would have to be assigned manually, leaving networks both slow and exposed to potential risks associated with human error. At HapDesk, we assist our customers to manage their necessary network and DHCP configurations to ensure customers function at their most optimal performance.

Disk Space Management
When it comes to disk space, regular housekeeping is critical. Having visibility into fast-growing libraries or directories and old or unused files and objects that could be cleaned up not only protects your good data that still matters, but also prevents against any unnecessary disk storage hardware expenditures. We provide a comprehensive disk space management solution where we practise stringent storage policies that include multiple levels of storage threshold management, routine cleaning of old and unnecessary data and establishing audit and report on cleanup activities etc.

Security Management and Support
As threats are growing most hostile, having a team of experts looking at different aspects of possible risks and inefficiencies is beneficial to organizations. At HapDesk, we look at multiple angles of management ranging from advising on threat management mitigation, vulnerability assessment and management to even having a good compliance practice and framework for our customers.

Active Directory + User Account Management and Support
Active Directory management (AD management) is the process of managing and monitoring the operations of the Active Directory service that is mostly found in Windows Server operating systems. AD management is part of the server or network monitoring and management processes, which ensure that Active Directory is behaving as required. Active Directory monitoring is typically performed manually by the server/network administrator using the AD and Windows Server native administration and management features and components. The primary objective of AD monitoring is to automate Active Directory user provisioning processes, compliance with regulations and audits, security, and access to each user’s account and preferences from a central location. AD management is also performed through purpose-built software designed to automate most of the AD management processes

Server Management and Support
Server management includes tasks like checking on status, uptime, monitoring of any new or recurring issues, updating the server and software installed as well as setting up and configuration for the servers. Our team of technical experts help our customers to manage all these works giving them a peace of mind knowing that their server is managed properly by experts who have been doing such tasks on a daily basis for decades.