ECM Support Maintenance Service Scope
Our support & maintenance cover for Enterprise Content Management, Power Applications, and other applications that falls under the same category.
1. Ricoh provides support and maintenance:
Included:
- Remote technical support
- Issue diagnosis and troubleshooting
- Bug fixes and performance updates
Excluded:
- Customer-developed applications
- Third-party systems (non-embedded)
- Infrastructure, operating systems, or hardware support (unless specified)
- Custom development or integration
2. Service Availability
Business Hours:
- Monday to Friday
- 8:30 AM – 5:30 PM
- Excluding Malaysian public holidays
Support outside business hours is available subject to additional charges.
3. Support Levels
Level 1: Remote Support (Primary)
- Hotline : 1-300-88-8228
- Email support : [email protected]
- Guidance, consultation, and troubleshooting
Level 2: Remote System Access
- Activated if Level 1 cannot resolve the issue
- Requires customer to provide secure remote access
Level 3: On-Site Support (Chargeable)
- Provided when remote resolution is not possible
- Charged based on time & material rates
4. Response & Resolution
| Priority | Issue Type | Response Time | Resolution |
| Critical | System down/ major disruption | Within 4 business hours | Best effort |
| High | Significant functionality issue | Within 8 business hours | 1-2 business days |
| Medium | Partial issue/ workaround available | Within 1 business day | 2-3 business days |
| Low | Minor issue/ enquiry | Within 2 business days | As scheduled |
Note : All resolution times are on a best effort basis depending on issue complexity
5. Software Updates & Maintenance
Ricoh will provide updates on an as-available basis, including:
- Bug fixes
- Performance improvements
- Compatibility updates with supported platforms
Not included:
- New features or enhancements
- System integrations
- Platform migrations or major upgrades
On-site support for updates will be chargeable (if applicable).
6. Service Does Not Cover
- Custom development work
- Third-party software or systems
- Hardware installation or support (unless explicitly included)
- Cybersecurity incidents originating from customer environment