Incident Packs
Can unused incidents be refunded or transferred?
No, Incident Packs are non-refundable and non-transferable once purchased. Unused incidents within the 12-month validity period can be carried forward, but they can't be converted to cash or moved to another account.
Can I use one incident to cover multiple unrelated issues?
No — each incident is meant for one issue or one request. If you raise several unrelated problems at once, they'll typically be counted and resolved as separate incidents rather than bundled into a single one.
What is NOT included in the Incident Pack?
Incident Packs don't cover a full website revamp, website migration, brand-new website design and development, social media or search advertising services, or ongoing monthly maintenance/monitoring — these are bigger scopes of work that go beyond ...
Do Incident Packs expire?
Yes — Incident Packs are valid for 12 months from the purchase date. If you haven't used all your incidents by then, unused incidents can be carried forward to the next term rather than being lost outright.
What is considered a Low Priority incident?
Low Priority covers enhancements, minor fixes, or non-urgent requests that don't affect core functionality — for example a small copy change or a nice-to-have tweak. Target response is within 6 hours, with resolution within 2 business days.
What is considered a Medium Priority incident?
Medium Priority covers non-critical issues where your website is still usable but a specific feature isn't behaving correctly — for example a filter not working properly or a section displaying incorrectly. Target response is within 4 hours, with ...
What is considered a High Priority incident?
High Priority covers critical issues that disrupt key functions of your website — for example, checkout not working, the site being down, or a major feature completely broken. These get the fastest turnaround: a target response within 2 hours and ...
How fast will my incident be resolved?
It depends on the priority level assigned: High Priority targets a 2-hour response and 6-hour resolution, Medium Priority targets a 4-hour response and 1-business-day resolution, and Low Priority targets a 6-hour response and 2-business-day ...
How do I submit an incident request?
All incident requests are submitted online through our ticketing system on the Contact page or chat with Zumi @Triforte to create a support ticket — we don't process incident requests over the phone or by email alone, so that every request is logged ...
Can I upload more than 250 products in one incident?
No — each incident covers up to 250 products. If you need to upload more than that, it would require an additional incident (or incidents) to cover the extra volume.
What does each incident cover?
One incident covers exactly ONE of the following: troubleshooting a website issue, troubleshooting an installed app issue, adding one new website feature, or uploading up to 250 products. If your request spans more than one of these categories, it ...
What's the difference between the 1-Incident Pack and the 6-Incident Pack?
The 1-Incident Pack is best for a single, one-off fix or small addition. The 6-Incident Pack bundles six incidents together at better overall value per incident, and suits businesses that expect to need occasional support spread across the year ...
How much does the 1-Incident Pack cost?
The 1-Incident Pack starts from RM300, available through our online store. It covers one qualifying support issue or task, as defined under our incident scope.
What is an Incident Pack?
An Incident Pack is our pay-as-you-go support option — it lets you get help with specific website issues or feature requests without signing up for a recurring monthly maintenance plan. It's designed for businesses that need support occasionally ...