Reliable Support When You Need It

Welcome to the support hub for Innovate Digital Solutions Sdn Bhd. We're here to help you get the most out of your mobile apps, web applications, and custom software.

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Innovate Digital Solutions Support Commitment

At Innovate Digital Solutions Sdn Bhd, our journey began with a clear vision: to empower businesses in Malaysia and beyond with innovative digital solutions. Since our inception, we've focused on building robust, scalable, and intuitive software tailored to the unique challenges of modern enterprises. Our mission extends far beyond development; it's about forging lasting partnerships and ensuring our clients not only adopt but truly thrive using the tools we provide.

This commitment is deeply embedded in our company culture, which values proactive problem-solving, continuous learning, and above all, unwavering dedication to client success. We believe that the true measure of our software lies in its real-world impact and the seamless experience it offers our users. That's why support isn't an afterthought for us—it's a foundational pillar of our service.

Our support team is not just a help desk; they are seasoned technical experts, problem-solvers, and client advocates who understand the intricacies of our software and the operational demands you face. They are trained to go beyond standard troubleshooting, offering insightful guidance and solutions that align with your business objectives. We invest heavily in training and resources for our support staff, ensuring they are equipped with the latest knowledge to assist you efficiently, whether it's navigating a complex feature, resolving a technical glitch, or advising on best practices for optimizing your workflow.

We understand that reliable support is crucial for minimizing downtime and maximizing productivity. Whether you have a technical query that needs immediate attention, require guidance on leveraging the full potential of a specific feature, or need expert troubleshooting for an unexpected issue, our dedicated professionals are readily available. Our streamlined support processes are designed for speed and effectiveness, ensuring you receive the assistance you need precisely when you need it. We continuously analyze support requests and feedback to refine our software and documentation, embodying our ethos of perpetual improvement.

Explore the resources we've curated, from comprehensive documentation to step-by-step tutorials, or reach out directly through one of our convenient contact methods. Our promise is simple: to be your steadfast partner in digital excellence, providing the expert support necessary for your continued success. We are ready and eager to assist you every step of the way.

Supported Software & Services

Our comprehensive support services are designed to cover the full spectrum of digital solutions we develop, ensuring you have expert assistance for every aspect of your investment.

Mobile App Development Support

Receive dedicated technical support for your custom iOS and Android applications developed by Innovate Digital Solutions. This includes assistance with installation, configuration, usage inquiries, bug fixes, performance issues, and compatibility concerns across various devices and OS versions. We ensure your mobile presence remains robust and user-friendly.

Web Application Development Support

Get expert assistance for your web portals, SaaS platforms, e-commerce sites, and business applications. Our support covers server-side and client-side issues, database queries, feature usage, security concerns, browser compatibility, and deployment troubleshooting. We help keep your web presence stable, secure, and performing optimally.

Custom Software Solutions Support

Benefit from tailored support for unique software systems built specifically for your business needs. Our team provides in-depth knowledge transfer, troubleshooting for specific workflows, integration assistance, and maintenance support for these specialized applications. We understand the critical nature of these solutions to your operations.

UI/UX Design Guidance (Post-Launch)

While core development is complete, we offer post-launch support regarding usability questions and design element inquiries pertaining to your existing projects. Get guidance on enhancing user flows or understanding design choices within the deployed application interface to maximize user adoption and satisfaction.

Cloud Integration Services Support

Receive support related to the integration of your digital solutions with various cloud platforms (e.g., AWS, Azure, Google Cloud). This includes assistance with connectivity issues, configuration settings, data synchronization problems, and understanding cloud-specific features relevant to your deployed software architecture.

Software Consulting Follow-up

Post-consultation, our support extends to assisting you with the implementation of recommendations and strategies discussed during our consulting engagements. Get help navigating the technical steps required to bring the proposed solutions to life and overcome any technical hurdles during the adoption phase.

Maintenance & Support Packages

Comprehensive assistance is available based on your specific maintenance and support agreements. These packages offer defined service levels, priority queuing, regular health checks, and dedicated technical account management for mission-critical applications, ensuring maximum uptime and performance.

How to Get Support

We offer several convenient and efficient ways for you to connect with our support team, ensuring you receive timely assistance tailored to the urgency and nature of your request.

Choose Your Support Method

Finding the right channel ensures your issue is directed to the fastest and most appropriate expert. Review the options below to select the best approach for your current need.

  1. Submit a Support Ticket
    Use our online form via the 'Contact Us' section for detailed inquiries. This is recommended for non-urgent issues, feature requests, or when providing extensive details and attachments.
  2. Call Our Support Line
    For urgent issues requiring immediate attention, please contact our dedicated support line during our published business hours. Have your client ID and software details ready for faster service.
  3. Email Support
    Send us a detailed email outlining your problem or question. Including screenshots, error messages, and steps to reproduce the issue will greatly help our team diagnose and resolve it efficiently.
  4. Check Knowledge Base
    For instant answers to common questions and step-by-step guides, explore our comprehensive resource library. This is often the quickest way to find solutions for known issues.
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Frequently Asked Questions

Find quick and clear answers to the most common questions we receive about our software, support processes, and service level agreements. If your question isn't answered here, please reach out to our team directly.

Our standard support hours are 9:00 AM to 6:00 PM Malaysian Time (MYT), Monday through Friday, excluding public holidays in Malaysia. Critical issues reported outside these hours by clients with specific 24/7 support agreements will be handled according to the terms of their contract. For non-critical issues, requests submitted outside business hours will be addressed on the next business day.

Response times are tiered based on the severity level of the issue and the specifics of your support agreement. For standard support packages, we strive for an initial acknowledgment and assessment within 4-8 business hours for non-critical issues. Urgent or critical issues are prioritized, and we aim for a much faster initial response, often within 1-2 business hours during standard operating times, subject to contract terms.

Comprehensive documentation, user manuals, technical guides, and feature descriptions are available in our dedicated Knowledge Base. You can easily access this resource library via the 'Resources' section of this support hub. The Knowledge Base is constantly updated with new information and includes searchable content to help you find answers quickly.

The most effective way to report a bug or technical issue is by submitting a detailed support ticket through the contact form available on this page or by sending a comprehensive email to our support address. Please include information such as the software name, version (if known), steps to reproduce the bug, expected vs. actual behavior, browser/device details, and any relevant screenshots or error messages.

The level and duration of included technical support vary depending on your specific software license agreement, service contract, or package. Standard packages typically include a period of initial support, while ongoing support requires a separate maintenance or support agreement. Please refer to your specific contract terms or contact our sales or account management team for detailed information regarding your included support plan.

Knowledge Base & Resources

Empower yourself with our extensive library of articles, guides, tutorials, and other helpful resources designed to help you find solutions and learn more about maximizing the potential of your Innovate Digital Solutions software.

Comprehensive Documentation

Access in-depth user manuals, detailed feature descriptions, technical specifications, and configuration guides for all supported software applications. These resources provide foundational knowledge for new users and detailed references for advanced administrators.

Step-by-Step Tutorials & Guides

Follow easy-to-understand step-by-step guides and tutorials covering common tasks, setup procedures, and specific workflows within your software. Perfect for visual learners and those looking to quickly master key functionalities.

Video Library

Prefer watching? Explore our growing video library featuring demonstrations, tutorials, and webinars on various software features, best practices, and troubleshooting tips presented by our experts.

Troubleshooting Articles

Find solutions to known issues, common errors, and troubleshooting steps for typical challenges you might encounter. This section is designed to help you quickly resolve problems without needing to submit a ticket.

Best Practices Guides

Learn how to get the most out of your software with our curated guides on best practices for data management, security, performance optimization, and workflow efficiency tailored to your specific industry or application.

Browse All Resources
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Contact Our Support Team

Whether you need to report an issue, ask a question, or provide feedback, our support team is ready to assist you. Use the form below for the fastest way to submit a detailed request, or find our alternative contact methods.

Submit a Support Ticket

Fill out the form below with details about your inquiry or issue. Providing comprehensive information will help us route your request to the appropriate expert and expedite the resolution process.

Alternative Contact Methods

You can also reach us via phone or email, or visit our office during business hours. Our team in Kuala Lumpur is ready to assist you.

Phone

+60-3-2788 9900

Available during business hours.

Email

info@

For less urgent inquiries or detailed reports.

Address

Level 15, Menara Prestige, Jalan P Ramlee,
Kuala Lumpur, 50250, Malaysia

Visits by appointment only.

Business Hours

9:00 AM - 6:00 PM MYT, Monday - Friday

Our Location

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