We’re here to support your project at every stage — from initial enquiries and site surveys to commissioning, maintenance and emergency response. Use the resources below to find answers quickly or contact our team for direct assistance.
How to get help — quick guide
- Check the Knowledge Base — search our articles, guides and downloads (below).
- Submit a support request — use the contact form, email or WhatsApp with project details (see templates).
- Site survey / proposal — request via the form or email for feasibility, BOQ and proposal.
- Escalate — if you require faster attention, follow our escalation path (see “Escalation & SLAs”).
- Emergency — for mission-critical outages, call +60 11-2384 1096 or use WhatsApp for immediate acknowledgement.
Support channels & contact details
Phone (Sales & Support): +60 11-2384 1096
Email (Primary): chandru@hasantech.my
WhatsApp: Click the chat icon on the website to message us directly
Contact form: [Contact Us → Submit an enquiry / site survey / support ticket]
Office address: No. 17-03, Jalan Maison 2, Pusat Perdagangan Maison 2, Persiaran Anggun Ria, 48000 Rawang, Selangor, Malaysia.
Note: For site visits please arrange by appointment. For urgent technical incidents use phone/WhatsApp first.
Support process — what to expect
Step 1 — Acknowledgement
We acknowledge new support requests within business hours. For WhatsApp/phone urgent tickets you will receive immediate acknowledgement.
Step 2 — Triage & assignment
Our support team triages requests, assigns priority and a responsible engineer or project manager. For site work we will schedule a survey or field visit.
Step 3 — Investigation & action
We investigate, propose a remediation plan and, where required, schedule on-site works. You will receive periodic updates during the resolution.
Step 4 — Closure & verification
After resolution we supply closure notes and any test reports or handover documents. You may request re-open if the issue persists.
Priority levels & response targets
(Indicative — contractual SLAs supersede these estimates where agreed.)
- P1 — Critical / Service down (business impact)
Response: Immediate phone/WhatsApp acknowledgement. Target resolution response: 1–4 hours (field dispatch as SLAed). - P2 — Major degradation (partial outage)
Response: Acknowledgement within 1 business hour. Target: Investigation & plan within 4–12 hours. - P3 — Standard / functional issue
Response: Acknowledgement within 1 business day. Target: Response / remediation plan within 3 business days. - P4 — Enquiry / non-urgent
Response: Acknowledgement within 1–2 business days. Target: Full response within 3–5 business days.
For SLA customers we apply contracted response and resolution times. Please state SLA level when submitting a ticket.
Troubleshooting — quick checks before you call
Fibre & connectivity
- Check OTDR and loss figures; note splice locations and connector IDs.
- Confirm physical integrity: look for damage, bends, tape or cable tags.
- Verify ONU/ONT power and link LEDs; record any alarm LEDs.
On-site
- Confirm site power and earthing are present and nominal.
- Check environmental conditions (temperature, water ingress).
- Collect photos of the cabinet, splice tray, and any labels.
Documentation
- Attach as-built drawings, splice maps, OTDR traces and any prior test reports to the ticket — these accelerate diagnosis.
Frequently Asked Questions (Help Center selection)
Q: How long until I receive a proposal?
A: For standard projects we typically provide an initial feasibility response within 3–5 business days. Complex multi-site proposals may require longer.
Q: How do I schedule a site survey?
A: Use the contact form, select “Site survey”, or email chandru@hasantech.my with preferred dates and site address. Our engineers will confirm availability.
Q: What documentation will I receive at handover?
A: Handover packs typically include OTDR traces, insertion loss reports, splice logs, as-built drawings, method statements and commissioning certificates.
Q: Do you provide 24/7 support?
A: Yes — SLA customers can access 24/7 technical support. For non-SLA urgent issues, contact us via phone or WhatsApp for priority handling.
Q: Who do I contact for commercial enquiries?
A: Email chandru@hasantech.my or call +60 11-2384 1096 for proposals and commercial discussions.
Escalation & complaints
If you are not satisfied with the response to a support request:
- Request escalation in your ticket and a senior engineer will respond.
- If unresolved, escalate to the Project Manager / Account Manager assigned to your account.
- For formal complaints, email chandru@hasantech.my or write to our office address. We aim to acknowledge complaints within 2 business days and provide a resolution plan.
Service Level Agreements (SLA) — summary
Hasan Tech offers tiered SLA options which may include guaranteed response times, field dispatch windows, priority queueing and 24/7 NOC coverage. SLA terms (response times, penalties, coverage) are defined in the Service Agreement. Contact us to discuss SLA packages tailored to your operational priorities.
Feedback & improvements
We welcome feedback to improve our Help Center and services. Use the feedback form on this page to suggest new articles, report broken links or request additional technical guides.
Report a security issue
If you discover a security vulnerability on our website or services, please email chandru@hasantech.my with subject “Security Report” and include details. Do not publicly disclose the vulnerability until we have had the opportunity to investigate.