1. What is OPUS Flexi-IT Services?

OPUS Flexi-IT Services is a credit-based, stored-value service plan where you have the flexibility of our IT Support Specialists to manage your day-to-day IT related problems.  This is done through the phone via our helpdesk or if required, through an onsite visit by OPUS.  The concept is similar to pre-paid card usage.

2. How much does it cost?

Flexi-IT Services - 600 credits at $600

3. How do I sign-up?

Kindly contact our Sales Managers to sign up @

- Telephone: 6842-7600

- Email:  salesenquiry@opusit.com.sg

Scope & Operations

4. What are the support hours like?

Mon to Fri, 0900-1800hrs, excluding Sat, Sun & Public Holidays

5. What is the response time for OPUS’ engineer to attend to my IT problem?

OPUS is committed to respond within 4 hrs. If we fail to show up within the response time, the incident would be considered free of charge for the 1st 3 hours.

6. What if the hours of support required is outside the stated support hours?

Currently, only office hours are covered under the Flexi-IT Services.

7. What if I need to cover other scope? E.g. I have a Unix / Sun Solaris?

Kindly contact our Sales Managers to discuss other requirements.

8. Can my subsidiary or associated company utilize the credits?

Individual subsidiary or associated company will need to pre-register for this at the point of package purchase.

9. Can I extend this to my branch office and / or subsidiary in Johor or Kuala Lumpur?

“OPUS Flexi-IT Services” is only applicable for companies operating in Singapore (main-land). For regions outside mainland Singapore, kindly contact our Sales Managers.

10. Do I get charged for a call to helpdesk, if the agent is not able to resolve the problem and instead, dispatches an onsite support personnel?

If the helpdesk agent manages to resolve the reported incident, 10 credits will be charged; if the Helpdesk agent cannot do so and an engineer is required to be dispatched onsite, only the onsite rate will be applicable and the credits charge from the helpdesk call will not apply.

11. What if the time is less than 3 hours, will I be charged lesser?

No, there is no discount on charges if the issue is resolved in less than 3 hours.

12. Other than phone support, is there other avenue to log ticket like through email or fax?

Currently, incidents can only be logged through phone calls. This is to allow us to be fully aware of the response time frame needed to support you.

13. How would OPUS be aware of my company’s server and network setup?

Flexi-IT Customers will enjoy a free assessment to determine the company’s servers and network setup

14. Can I make an appointment for the engineer to come onsite via the helpdesk (no over the phone assistance required)? Will any credits be deducted for this?

In this case, only the Onsite rates will apply.

15. Do you provide a hotline number to call?

Yes, an exclusive hotline number is given to customers of Flexi-IT Services.

16. Will OPUS conduct any initial survey or evaluation to understand my network before deducting my credits?

Yes (refer to Q13). The following items will be covered in the initial assessment:

A) Site Information

B) No. of PCs / Notebooks

C) Brand of the PCs and technical specifications

D) List of software installed

E) Server and network diagrams

17. What if OPUS cannot resolve the problem when the engineer is dispatched onsite? Will my credits still be deducted?

Yes, credits will still be deducted.  The maximum troubleshooting time accorded for an issue is 3 hours per 50 credits.  We will resolve the problem or a workaround solution will be provided at the end of 3 hours.

There will not be any cap for server or network issues.

OPUS’ engineer will provide customer with a situational assessment after 2 hours of troubleshooting. If the issue is assessed to likely exceed the 160 credits charged, customer will have to decide whether to go ahead to rectify the issue after OPUS has given the situational assessment. An additional block of 3 hours will be charged at 140 credits instead of 160 credits.

18. Must I choose a maintenance plan? Is it necessary at all?

A maintenance plan is necessary, as 95% of all IT issues are due to the lack of any form of maintenance done on IT equipment. One of OPUS’ objectives for the introduction of this plan, is to help companies reduce IT issues that may hamper productivity and work flow as well as increase costs, by doing last minute repair or rectification to IT issues/equipment.

19. What happens if there is an IT incident that occurs during the scheduled monthly maintenance?

In this case, OPUS will charge 30 credits for the desktop support services to resolve an incident, compared to 50 credits under normal circumstances, if you escalate the case to helpdesk. This is because our engineer is already there to resolve the issue at hand. The case will still be logged by our engineer to the Helpdesk in order to track the issue till closure. For Server and Network incident, the rates will also be lower than normal, at 140 credits per 3 hours.

20. What if the issue is a hardware issue that requires parts to be replaced?

In this case, OPUS will advise our customer on parts to be replaced and arrange for OPUS to come on the next appointment.

Alternatively, customer can choose to let OPUS do the purchase on your behalf, and replace the parts (if readily available). Time incurred to purchase and replace the parts (if readily available), will be charged separately.

Service Levels

21. What if I require a better response time?

OPUS has other support services to cater to higher demands.  Please discuss your requirements with our Sales Managers.

22. If the same problem reoccurs within a few days following OPUS’ onsite or helpdesk assistance, will I still incur additional tokens to rectify it?

A 3 working-day warranty is provided for the same incident logged with the particular affected IT equipment.

23. In the event where service level of response time is not met, is there a discount or penalty?

Please refer to Question 5.

Administration

24. How do I track the credits inventory?

OPUS provides a report on the balance number of remaining credits on a monthly basis.

25. Can I get a refund for un-used credits?

Un-used credits are non-refundable.

26. Can I carry over the un-utilized credits beyond the 1 year validity?

Yes, but only if customer purchase a new Flexi IT package. Un-utilized credits will be added to the total credits purchased for the new package.

27. If I have a personal laptop that I use in the office, can I call for assistance if my company approves it?

We will assist the caller on the reported incident, on the basis that a written agreement is provided by the authorized SPOC (Single-Point-Of-Contact) of the Company.  An inventory list is also to be provided to OPUS.

28. If the credits are fully utilized and a problem occurs before I can complete my internal procurement process to purchase more credits, is there any other temporary charging mechanism?

OPUS strives to provide un-interrupted service for our customers.  In this instance, our Helpdesk Agent will provide the estimated credits required with the subsequent acknowledgement by the customer for the work done.  OPUS will then follow with an invoice after 7 days.

29. How do I check how many credits I have used and whether I have any balance credits?

OPUS provides a monthly report on the credits utilized. Customers can also choose to call our helpdesk to check on their balance credits at no cost.

30. Who is the authorized party to call the helpdesk?

The customer is required to identify two (2) points of contact that are authorized to call the helpdesk and utilize the credits.  The names, contact numbers (fixed and mobile) and email addresses of these contacts must be registered with OPUS at the point of signing up for the service.