Service Support

We provide service support with the following description:

  1. Response Time:
    • 120 minutes response time during working hours
    • 60 minutes response time during working hours for critical problem as below:
      • System Down
      • Workaround Unavailable
    • Working hours:
      • Monday to Friday: 08:00 am to 17:30 pm Cambodia Standard Time
      • Saturday Morning: 08:00 am to 12:00 pm Cambodia Standard Time
    • Next business day response during non-working hours (Customer will be invoiced if require support during non-working hours)
  2. On-site support:
    • If necessary Net I Engineer  will be dispatched to go onsite to solve the report issue
  3. Scope of support:
    • We provide the support on both hardware and software.
    • In case products failure during warranty period of each product:
      • After local check If we have stock, 3-7 days for product replacement
      • After local check If we don’t have stock, 4-6 weeks for product replacement
    • Warranty period is indicated in the warranty sticker on each product
  4. Contact:
    • The Customer can contact for any support and services requirement 24 hours, 7 days a week.