Support
Service Level Agreement (SLA)
Last Updated: September 23, 2025Primary Coverage hours: Monday to Friday 9 am to 5 pm following Malaysia Standard Time excluding Malaysia Public Holidays Secondary Coverage hours: Outside Primary Hours including Malaysia Public Holidays and Weekends
Service Level Agreement
Last Updated: September 23, 2025Priority Description Service Level Agreement Commitment Initial Response Target Resolution Time Priority 1 – High The problem causes complete loss of service. Work cannot reasonably continue as the feature or function does not allow completion of work and its operation is mission critical to the business. 4 hours during Primary Coverage hours Worked on continuously...
Intake Management
Last Updated: September 23, 2025Step 1: Accessing Your Inbox Navigate to your inbox by selecting ‘Conversations > Inbox’ from the main menu. Step 2: Setting Your Availability In the right panel, ensure to switch your status from ‘You’re away’ to ‘You’re available’. Step 3: Viewing Assigned Conversations Click on Assigned to me to view all the conversations that have...
How do a customer get onboarded to Virtus product?
Last Updated: September 23, 2025When a PO is first signed, our team in Virtus will set up a team to oversee the whole onboarding process to ensure smooth customer experience in utilizing the product. Internally, this means internal engagement between Operations, Sales, Product and Tech focal in formalizing the onboarding strategy. Once this is done, the team...
Crafting and Publishing Articles in Knowledge Base
Last Updated: September 23, 2025Creating and publishing articles in the Knowledge Base is a straightforward process. Follow these steps to ensure your content is correctly categorized and easily discoverable: Step 1: Navigate to the Knowledge Base Start by heading to ‘Content’ and then select ‘Knowledge Base’ from the sidebar menu. Step 2: Initiate Article Creation Select the...
Service Level Agreement (SLA)
Last Updated: September 23, 2025Primary Coverage hours: Monday to Friday 9 am to 5 pm following Malaysia Standard Time excluding Malaysia Public Holidays Secondary Coverage hours: Outside Primary Hours including Malaysia Public Holidays and Weekends
Service Level Agreement
Last Updated: September 23, 2025Priority Description Service Level Agreement Commitment Initial Response Target Resolution Time Priority 1 – High The problem causes complete loss of service. Work cannot reasonably continue as the feature or function does not allow completion of work and its operation is mission critical to the business. 4 hours during Primary Coverage hours Worked on continuously...
Intake Management
Last Updated: September 23, 2025Step 1: Accessing Your Inbox Navigate to your inbox by selecting ‘Conversations > Inbox’ from the main menu. Step 2: Setting Your Availability In the right panel, ensure to switch your status from ‘You’re away’ to ‘You’re available’. Step 3: Viewing Assigned Conversations Click on Assigned to me to view all the conversations that have...
How do a customer get onboarded to Virtus product?
Last Updated: September 23, 2025When a PO is first signed, our team in Virtus will set up a team to oversee the whole onboarding process to ensure smooth customer experience in utilizing the product. Internally, this means internal engagement between Operations, Sales, Product and Tech focal in formalizing the onboarding strategy. Once this is done, the team...
How do a customer get onboarded to Virtus product?
Last Updated: September 23, 2025When a PO is first signed, our team in Virtus will set up a team to oversee the whole onboarding process to ensure smooth customer experience in utilizing the product. Internally, this means internal engagement between Operations, Sales, Product and Tech focal in formalizing the onboarding strategy. Once this is done, the team shall contact...
