SE Support Terms and Conditions
This attachment outlines the SE Support terms and conditions, including a detailed description of each type of support provided.
SE Support Content of Service
*For further information or any enquiries, please do not hesitate to contact your salesperson.
Touchpoints to Submit a Request
There are 3 touchpoints available
- Visit our dedicated portal: https://iij-gs-thailand-support.atlassian.net/servicedesk/customer/portal/7
- Send us an email at thai-tech@ap.iij.com with the subject line starting with: [ticket]
- Call our support team at 02-255-3609
Tracking progress
Once a request has been submitted, you will receive a unique ticket number that will allow you to monitor the status of your inquiry.
Communicating with our team
All communications related to a specific request will now be centralized within the system.
Conditions
- SE Support is restricted to equipment under warranty and services purchased from IIJ.
- IIJ will not provide support for any equipment or services installed by customers, or for equipment that is out of warranty.
- SE Support tickets may be used for “Preventive Maintenance” in some cases.
- SE Support tickets begin counting when IIJ receives an inquiry. Ticket(s) will be spent, but not limited, on problem isolation, identification, or coordinating with vendors or manufacturers as needed.
- For “Maintenance Agreement contracts” of PCs and network equipment, any assistance from IIJ engineers will result in separate deduction of SE Support tickets consumption.
- Customers must inform IIJ at least 5 days in advance if the request coincides with a holiday, a weekend or necessitates overtime. Otherwise, IIJ reserves the right to decline or postpone the request if sufficient manpower cannot be arranged on short notice.
