This page outlines the general support approach and escalation guidelines for organizations using the e-Sijil Pro platform.
Support assistance is provided to help organizations use the e-Sijil Pro platform in accordance with its intended functionality.
Support requests should be submitted through the official support email channel stated on the Contact page.
To facilitate effective assistance, organizations are encouraged to include relevant information such as account details, activity reference and a clear description of the issue.
Support requests are handled in a structured manner and reviewed based on the nature of the enquiry and the organization’s subscription level.
Response times may vary depending on request complexity, system conditions and operational workload.
If a support request requires further review, it may be escalated internally for additional assessment.
Escalation does not imply guaranteed resolution time and is subject to technical feasibility and operational considerations.
This Support Policy is provided for informational purposes only and does not constitute a legally binding service level agreement (SLA).
e-Sijil Pro reserves the right to update this policy from time to time to reflect operational improvements or changes.