At Maxcomsoft, we consider our commitment to clients, staff and the wider community to be incredibly important.
Privacy is always of the utmost importance. When you come into contact with Maxcomsoft, we want you to feel secure in any decisions we make and consider any business we embark upon to be a partnership where both sides feel completely comfortable.
Our key policy documents are as follows:
Information Collection and Use
In co-operation with our clients, Maxcomsoft collects lists of data including personal information with the purpose of delivering permission-based email campaigns to those lists. Maxcomsoft hosts these client lists on our servers.
Information Sharing and Disclosure
Maxcomsoft will never use, sell, share, disclose or rent any internal or customer supplied data to
any clients, prospects, or other third parties.
Cookies & Other Tracking Technologies
Some of our client’s Web pages utilise “cookies” and other tracking technologies such as a single pixel gif. Maxcomsoft use single-pixel gif images, to count web page accesses and gather some general statistical information such as if an email has been opened or read, for and on behalf of that client only. Collected information is tied to the user’s personally identifiable information to provide offers and improve the content of the site for the user by the client. This profile is used to tailor a user’s visit to the client’s websites, and to direct pertinent marketing promotions to them.
We do not share these profiles or details of any information gathered with any third parties.
Maxcomsoft – Support & Maintenance Policy
Support requests will always fall into one of the following categories. These categories dictate how your support request gets handled.
1. General Enquiry
We aim to reply to all general enquiries within 2 working days although typically the reply time will be much less than this.
2. Website Issue (Bugs/technical)
If a specific feature of one of module is not working as intended then the ticket will be handled as a web issue. We aim to respond to web issues within 2 working days although typically the reply time will be much less than this.
The following process is followed by our staff in handing a web issue.
Try to reproduce the same issue in our development environment. (We may require your sandbox API keys, usernames, passwordsa and FTP access as well as some of your inventory data to reproduce the issue).
If the issue can be reproduced a work around will be investigated, if no work around is possible the ticket will change category and become a bug fix. (see below for details)
In the event of a bug being found we will aim to fix it as quickly as possible. Bugs will be defined in three severities
CRITICAL (High Priority)
A critical bug will be an issue that prevents you from using the web entirely. Critical bugs will be fixed as a priority in all cases which means we will work on fixing it immediately.
A medium bug will be an issue that prevents the use of a specific feature within the web and no work around is available.
A low bug will be an issue that prevents the use of a specific feature within the web and a work around is available. We will fix medium bugs within 7 working days.
Cost: Three months free bugs fixing and technical support. Then RM75/per hour (The period of three months free support shall start from the date of delivery of the website back end credentials and manual guide to the client)
Mobile App related bugs fixing: Cost: Three months free bugs fixing and technical support. Then RM125/per hour (The period of three months free support shall start from the date of delivery of the website back end credentials and manual guide to the client)
3. Hosting related Issue
Technical Support Tickets
24 hours a day, 7 days a week
Tickets are triaged when received based on the type of problem. Issues such as immediate outages are given the highest priority while requests that are less time sensitive are given lower priorities. We strive to respond to all tickets within 12 hours. Tickets that are not answered within this time period are automatically raised in priority.
Maxcomsoft – Book a website design consultation with our web developers
It all starts with a website consultation to discuss your website design & search engine marketing needs, requirements, goals and objectives. We love to chat to people just like you who may be searching for a new solution to your online or offline marketing.
As a reputable company where customer satisfaction and results matter, this offer is real and will give you a genuine and honest insight into where you can make improvements to your online and offline business. We are available to consult with you about your website. We offer free, no-obligation consultations in our office or over the phone. Just make sure you make an appointment first. Contact us on 0173140839 to schedule a meeting.
Maxcomsoft – Cancellation & Refund Policy
Maxcomsoft does not guarantee any refunds for the cancellation of its service.
Possible Reason for cancellation
Order cancellation after making the payment
i) within 24 hours-after payment/advance payment – 100%
ii) Within 2 -3 days after payment/advance payment – Upto 50% of the payment/advance payment (backend/technical team gets assigned into the jobs after payment confirmation so we deduct 50% amount of payment)
iii) Within 7 days after payment/advance payment – Upto 30% of the payment/advance payment (backend/technical team gets assigned into the jobs after payment confirmation so we deduct 70% amount of payment)
iv) After 7 days from the date of payment – No refund
Payments for custom design projects are made to us in increments as a courtesy to the client. Once a payment or deposit is made, it is non-refundable. If a project is cancelled or postponed, all monies paid are retained by Maxcomsoft and if applicable, a fee for all work completed beyond what was already paid for shall be paid by the client.
Payments for past months of web hosting are non-refundable. Hosting accounts are set up at the time of order and are allotted a specific amount of server resources, according to the plan purchased. If client did not make use of the
account, payment for services is still due. Hosting accounts are not canceled until notice is received from the client in writing, or until 15 days after due date of payment not received. If client paid for hosting account for 6 or 12 months ahead and cancels service before plan expiration date, a refund may be given for the months not yet elapsed. If client received free products and/or services with their hosting plan purchase, the value of the free services will be deducted from the refund amount.