G10matic commits to give you the best possible customer service.

Problems Information

In order to help us in providing the quickest solutions to your support requests, please have the following information ready at the time you contact Technical Support:

• Information regarding the environment of the application software operates in (network, server, number of workstations, database version, etc.)
• Platform and version of the product you are requesting support on.
• Examples of any displayed screen error or relevant printed reports that can be e-mailed or faxed.
• Procedure to reproduce the issues.

 Several issues may need additional information, such as file listings, reports, or copies of your data files.

Support Queue

Technical Support will prioritize calls by problem severity. Otherwise, calls are returned in the order in which they are received.

Availability

Eventhough e-mail is a preferable ways to contact Support; Telephone Support is available from 09:00 AM to 05:00 PM West Indonesian Time (WIB), Monday through Friday, excluding national holidays.

Telephone Support can be reach at:

• Phone: +62-22-70788878
• Fax: +62-22-2018867
• Emergency Call Only: +62-81-7429581

RIGHT TO REFUSE SERVICE

G10matic's Manager of Technical Support reserves the right to: 

• Declare an issue is outside the coverage of the Support Policy.
• Refuse service to verbally abusive or vulgar users.
• Cancel or refund a Support Contract on a pro-rated basis.