SMEs Grant
Start your Digital Journey via PRODUTK
FAQ

On Sales
 
1. Do I need to subscribe to TimeTec TA for a duration to get the FREE 3-month?
PRODUTK gives you a TimeTec TA account with FREE 3-month subscription when you sign up with us. Within the 3-month, you can try the full features of the TimeTec TA and subscribe to the solution if you found it suitable for your company.
 
2. What are the duration options for subscription?
You can choose to subscribe as low as 1 month period. However, it is recommended that you subscribe for 12 months for easy subscription management.
 
3. Do I still enjoy the special rate for PRODUTK when I renew my subscription for the next cycle?
Yes, participants of PRODUTK enjoy the discounted rate for life.
 
4. Is it possible to just purchase the face recognition machine and not subscribe to Smart Attendance?
Yes, you can but you are missing out on other offers for PRODUTK participants.
 
5. Can you explain the PRODUTK period?
PRODUTK starts from 1 October 2020 until 31 March 2021. Any sign up within the campaign period is eligible to get 3 months FREE TimeTec TA subscription. If you sign up on 31 December 2020, your last date of free subscription is 30 Jun 2021.
 
6. What are other offers you have if we decided to continue subscribing to TimeTec TA after the PRODUTK ends?
You are eligible for other offers like discounts on hardware and other solutions.
 
7. Our company has a few branches in Selangor. Do you suggest that we register one account or can we choose to register for separate accounts and still eligible for PRODUTK?
You can choose either way. However, with the first option where the headquarters/head office register an account, and creates other accounts for branches, the data can be centralized. If you decided to register separately, the data will be available at the respective branch only.
 
8. I have 2 more outlets located outside of Selangor. Can they join this program?
Unfortunately, no. The PRODUTK is a program initiated by the Selangor Government and Invest Selangor and it is only open for Selangor SMEs. Anyhow, if you are interested with TimeTec TA, contact us at info@timeteccloud.com or call us at 03-80709933, we will offer you better values.
 
9. Is this FREE subscription has a limitation in users?
SME is Small Medium Enterprise that has staff strength of not more than 200. However, during this PRODUTK, TimeTec doesn't limit user license quantity to all participants.
 
10. I'm interested to join PRODUTK but I'm not technology savvy. Is there any help available?
Absolutely. You can fill up this form and return the form to us, and our Technical Team will assist you with the setup.

If you have any doubts, drop us an email at support@timeteccloud.com , and we'll get back to you soon.
 
11. If our company decided to subscribe after the PRODUTK period, is the Easy Payment scheme (0% Instalment) available after the first-year subscription?
Yes, it is available. Write to us at info@timeteccloud.com
 
12. What are the terms and conditions of the Easy Payment Scheme?
Easy Installment Plan (T&C)
1. The 12-month Easy Payment Plan is applicable at TimeTec Cloud Sdn Bhd.
2. Only applicable for locally issued MasterCard or Visa credit cards with the following banks: Public Bank and RHB Bank.
3. This promotion cannot be used in conjunction with any other promotions or vouchers.
4. Credit card usage terms and conditions apply.
5. The details of the installment plan is subjected to change without prior notice.
 
13. Is the option for the hardware available? I don't think I need a biometric device with a thermal sensor, a simple contact face recognition device is good for my company.
Absolutely. Besides FaceID 5/TD with thermal sensor, your options also include the FaceID 5 model without the thermal detection sensor alongside Face ID2, FaceID 3, FaceID4 and QF Plus model. All these models are face recognition technology without a thermal sensor function. They are an economical choice in comparison to FaceID 5/TD.
 
14. Do you have any reference of your customers for TimeTec TA system?
Please click here for some of our customers worldwide.
   
On Usage
 
1. I own a small company and I'm interested in this product. But some of our staff also do not have smartphone and we are not buying any hardware. Please advise.
You can use TimeTec TA easily. Buying hardware is an option, TimeTec TA has an App for attendance reporting by default. For those who do not have smartphone, you can take their attendance using web on a PC or you can ask the manager to take their attendance using Supervisor clocking in the App.
 
2. I don't want my staff to clock in using smartphone from anywhere. How can I control this activity?
TimeTec TA has a feature known as Geofence where the company can decide on the radius allowed from the main clocking location to clock. For example, you can set geofence at 50-meter radius from your office location, and your staff can only clock in when they are in within less than 50 meter from the office.
 
3. Our company has many mobile workers. We want to control cost of these workers. How would your solution cater to that?
There are two ways TimeTec TA can fulfill your needs. First is by using milage claim based on Google Map estimation available in the TimeTec App to track on all claims lodged by your mobile staff. Second is to track where they go through TimeTec App GPS clocking that tags GPS location with coordinates of the mobile workers.
 
4. My concern is payroll integration at month end. How do I take the data from your system and connect it to my payroll?
TimeTec TA has been integrated with 6 major payroll software in Malaysia. If yours is not, identify your payroll format for importing time attendance file and then you can customize the attendance file format to follow the payroll's format in TimeTec TA Export Attendance feature.
 
5. We have a few stores and we need all the staff to open the stores on time to avoid penalty by the building management. How does your solution tackle this?
Use monitoring feature in App to manage the staff. Set it to 30-minute or 15-minute before the store opens, and if the staff hasn't clocked in within those times, the system will flag and notify you for your immediate action.
 
6. Can this solution control Overtime claim? How?
TimeTec TA has OT approval. Make sure all staff who want to do overtime, apply for it first through the App so the company can control the overtime cost.
On Warranty
 
1. Are you providing all FaceID hardware a 3-year limited warranty?
Our default limited warranty period is 3 years. Therefore, it applies to all FaceID products including the FaceID 5/TD model. However, there is an exception in the FaceID 5/TD's thermal sensor module, where the warranty period is limited to only 1 year.
 
2. What is the definition of your Limited Warranty?
The limited warranty does not apply to loss or damage to the hardware due to the following cases:
1. Normal wear and tear of the equipment.
2. Mishandling and improper maintenance of the equipment, and failure to obey operating instructions.
3. Leaking batteries, sand, dirt or water damage
4. Electrical power surge, improper power and/or communication link connection, unstable power supply
5. Use of unauthorized parts or service by other than our authorized agents
6. Serial number and/or warranty sticker is altered or removed.
7. Unauthorized modification, conversion or alteration to the equipment.
The limited warranty also does not cover other costs involved i.e. transportation, traveling cost and on-site support cost.
On Support
 
1. What kind of support do you provide for TimeTec TA software?
Our support team is reachable via phone call, LiveChat, Skype, and email 24/7/365. We also have useful technical tips both in the application and in our blog. If you need help with the account setup, we have implementers ready to assist you.
 
2. What kind of support do you provide for hardware?
Hardware support includes telephone technical troubleshooting & assistance, and repairing. Defective hardwares can be sent to our HQ office or to our reseller. Additional charges may apply for repairing and shipping.
 
3. How do you provide support nationwide?
We're only a call away. You can reach us via various channels: phone call, LiveChat, Skype, and email. However, if you prefer a representative to visit your office, we have resellers nationwide that are ready to assist. Please note that additional charges may apply for site visit, product repair, etc.
 
4. I'm not familiar with TimeTec TA. What is the best way to set up my account?
The Implementation Wizard will be there to assist you. All you need to do is to follow the instructions provided and you'll be able to set up your account in no time. If in any case you are stuck, the support is available for assistance. Watch this video for a quick overview of the setup process:
 
5. I want to understand more on TimeTec TA. Is there a training that I can attend?
Yes we do. Submit your information here for more information.
On Termination
 
1. Is refund an option for me when I choose to end the subscription after the 3-month free subscription?
Yes. Refund is available for the unutilized subscription, and we will provide full refund without deducting any administration fee under the SME Workforce Digitalization Program. The refund for termination for the subscription fee that was paid to the local authorized reseller must be done through the reseller themselves.
 
2. Can I retrieve my company's data when we decide to terminate the subscription?
Yes, we will send you a link via your registered email for you to download your data in csv format. It is recommended that you download the relevant data during the grace period of 45 days. After the grace period, we will remove your data from our server.
 
3. Could my company renew my subscription when it has already been terminated?
Renewal of your subscription is available within 45 days of grace period after the termination is approved. After that, your data will be removed from our server, and you have to start with a new subscription and go through all the system set up process again.
On Data Storage
 
1. How long does TimeTec TA keep my attendance data?
TimeTec keeps your attendance data for a total of 5 years; live attendance data is available for a period of 2 years, and all the data after this period will be moved to the Archive section for up to 3 years. You can extend the data storage for an additional of 1, 2 or 3 years with minimal charges. Archive data is available at Support > Archive.
 
2. How does TimeTec purge my data that is longer than 5 years?
The data will be purged on a daily basis. For example, if today is 2018-1-1, the data on 2012-12-31 will be purged, and as the day goes by, the data from 5 years ago will be purged day by day automatically.
 
3. Do I need to backup my data manually?
Not necessarily. Your attendance data will be kept safely on our server for up to 5 years, but we recommend you keep the archive data that is well over the 5 years period for your own record. Note that you can either export the archive attendance data from Attendance > Export Attendance or print the archive data at Support > Archive.
On Uptime and Security
 
1. Where do you host your cloud server?
The hosting of TimeTec cloud server is at Amazon AWS cloud server located in Carolina, USA.
 
2. What is your cloud server uptime?
TimeTec Cloud Software runs on the Amazon EC2, which offers a highly reliable environment where replacement instances can be rapidly and predictably commissioned. The Amazon EC2 Service Level Agreement commitment is 99.95% availability for each Amazon EC2 Region. Data is backed up regularly and has Multi-AZ deployments which protects your latest database updates against unplanned outages. All TimeTec infrastructure is monitored live, continuously (24/7/365) by Amazon CloudWatch to identify and prevent potential problems from occurring.

You may check on our historical and live TimeTec Service Health Status on this link: https://www.timeteccloud.com/status
 
3. If you failed to comply with the server uptime, what is your compensation to customers?
We cover our subscribers with a detailed Service Level Agreement. You may refer to the link below: https://www.timeteccloud.com/sla
 
4. Can you elaborate your cloud security?
TimeTec protects data security through various ways. Find out from this link: https://www.timeteccloud.com/security
www.timeteccloud.com
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