SMEs Grant
SMEs Digitalization Grant for Workforce Management Program
FAQ

On Sales
 
1. Can I subscribe for more than a year and still be eligible for this program?
The MDEC grant's limit is a year worth of subscription. Therefore, after a year, you are not eligible for the grants anymore. However, since you have signed up under this program, we will guarantee the price of RM3/user/month for the next 5-year, and the Easy Payment scheme is still available after one year.
 
2. Is it possible to just purchase the face recognition machine and not subscribe to Smart Attendance?
Yes, you can via the Easy Payment scheme but you are missing out on the available grants for SMEs Digitalization.
 
3. What is the maximum subscription duration allowed for MDEC SME Digitalization Grant?
One year.
 
4. Can I go for the Easy Payment scheme (0% Instalment) after the first-year subscription?
Yes, you can. Write to us at info@timeteccloud.com
 
5. If I pay upfront for a year, can I get an additional discount?
The SME Digitalization package has already given a huge discount of 40% RM3/user/month from the original price of RM5/user/month), and this package requires customers to pay upfront of one-year subscription.
 
6. Since TimeTec sponsors the first 3-month subscription, does it mean that I have a total of 15-month subscription if I pay for one-year subscription?
Yes, that's correct.
 
7. 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.
 
8. What is the guarantee that the grant will be approved and what is my risk if it is not (approved)?
The grant approval is subject to the government body's terms and conditions which are independent of TimeTec. Nevertheless, you are guaranteed eligible for the 3-month free Smart Attendance software and you can still participate in the easy scheme that we offer.
 
9. How to apply for the MDEC SME Digitalization Grant?
You will guide you through and through. Please contact us directly at 03-80709933 or write to us at info@timeteccloud.com and we will be able to offer you this Grant, and assist you with the process.
 
10. What is the eligibility for the MDEC SME Digitalization Grant?
1. The company is at least 60% owned by Malaysian.
2. The company is registered under the relevant laws of Malaysia.
3. The SME has been in operation for at least one (1) year.
4. Company operation in one (1) year, company required to have a minimum of annual sales turnover of RM100,000
5. Company operation is more than two (2) years, company required to have a minimum annual sales turnover of RM50,000 (preceding two (2) consecutive years).
 
11. What is the application flow for the MDEC SME Digitalization Grant?
Please click here, we guide you step by step for the application flow.
 
12. 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.
 
13. Do you have a reseller in Penang or other States? Can I buy from them or I should direct purchase from you?
We have a web of reseller channels nationwide and they are well-equipped to serve you. It is advisable to purchase the system from our resellers especially when your company is located outside of the Klang Valley for faster on site support, if required. Contact us at 03-80709933 or email us at info@timeteccloud.com to get a reseller recommendation.
 
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. Signup our Webinar here
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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