FARD SOLUTIONS SDN BHD

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Facts & Questions

You may find your answers here, however, schedule a call to cross check with our technical sales director.

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What are the differences between Ancillary, Premier and Mission Critical support?

Ancillary support is designed for small enterprises with lower workloads with higher downtime tolerance, as per package feature it is cost-efficient.

Medial support meant for medium to large scale enterprises with minimum downtime tolerance, it comes with proactive services in 8x5 service level agreement.
Premier support meant for medium to large scale enterprises with minimum downtime tolerance, it comes with proactive services in 24x7 service level agreement.

Mission Critical support is specifically designed for enterprises with no downtime tolerance such as banks, ports, air lines and etc. It comes with proactive services in 24x7 service level agreement and dedicated support engineers.

How is the payment milestones?

Depends on the support plan and contract amount, however, our usual payment milestone is up-front payment upon contract signing. You may contact our sales director for further discussion.

Do I need to provide VPN connection?

Premier and Mission Critical support plans are require to have VPN connection to the enrolled SQL Server instances.

Do I need to provide staging server?

We require a low spec machine to host a tool named AI-DBA for monitoring and recommendations. The spec is highly depends on the number of enrolled SQL Server instances.

Is there any on-site support?

We only provide ad-hoc on-site support based on the technical incident severity.

Where the support engineers are located?

Currently we have two offices in Malaysia and Canada to cover different timezones.

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