How we support our clients.
This is Kawan Elite’s general support policy, applicable to all active care plan subscribers. If your engagement includes a custom SLA, those terms take precedence over this page.
Last updated: April 29, 2026
Elite Growth Tech Sdn BhdContents
Project portal
Contract clients: your specific SLA lives in your project portal.
Important — read before proceeding
This is Kawan Elite’s general support policy. It applies to all care plan subscribers unless a custom support agreement has been signed as part of your engagement. If your contract includes a specific SLA, those terms — accessible in your project portal — supersede this page in full.
Not sure which applies to you? Contact us and we’ll confirm your support arrangement.
Who this applies to
Kawan Elite’s support services operate on three distinct tracks depending on your engagement type. Identify yours below.
Track A
Track B
Custom contract client
Your engagement includes a project-specific SLA. Refer to your project portal — your contract terms take precedence over this page.
Support channels
All support requests from active care plan subscribers should be routed through the correct channel based on urgency. The ticketing system is the primary channel — it ensures requests are tracked, assigned, and resolved in order of priority.
Ticketing system
PrimarySubmit and track all support requests at project.kawanelite.com/clients/tickets. Available to care plan subscribers.
For non-urgent general enquiries: support@kawanelite.com. Not monitored for active support tickets — use the portal for tracked requests.
Support hours
Our support team operates during the following hours. Requests submitted outside these hours will be acknowledged on the next business day within the standard SLA window.
Business hours
9:00 am – 6:00 pm
Time zone
GMT+8 (Malaysia)
Days
Monday – Friday
Public holidays
Not covered (next business day)
Response and resolution times
All tickets submitted through the project portal receive an initial acknowledgement within 2 working hours during business hours. Resolution timelines depend on issue priority, as defined below.
Priority
Definition
Initial response
Est. resolution
Critical
Complete service outage or major platform failure with no workaround available.
Within 2 working hours
Same business day where possible
High
Significant business impact — core functions impaired but partial workaround exists.
Within 2 working hours
Within 1 business day
Normal
Non-critical service issue, individual user impact, or standard maintenance request.
Within 2 working hours
Within 3 business days
Low
Minor issue, general enquiry, or informational request with no operational impact.
Within 2 working hours
Within 5 business days
Complex issues may require additional time beyond the estimates above. Where this is the case, we will communicate an updated timeline directly and provide regular progress updates.
What’s covered
Support under this general policy covers issues within the originally agreed scope of your care plan. Requests that fall outside that scope require a separate agreement or are billable at our standard advisory rate.
If you’re unsure whether a request falls within scope, raise it as a ticket and your assigned team member will confirm before any work is carried out.
Covered under general support
Outside general support scope
- New features, functionality additions, or capability expansions
- Design changes, layout modifications, or visual redesigns
- Major version upgrades or platform migrations
- Issues caused by third-party code modifications made outside the KE team
- Scope changes from the original signed agreement
- Any work explicitly defined as out-of-scope in your contract
Your responsibilities
- Describe the issue in detail — include what happened, when it happened, what you expected, and what you observed. Screenshots or recordings are always helpful.
- Submit through the correct channel — use the project portal ticketing system for all tracked requests. Issues raised via WhatsApp or informal messages cannot be tracked or guaranteed a response.
- Keep your contact information current — ensure the contact details in your project portal are accurate so we can reach the right person.
- Provide timely feedback — when we request additional information or confirmation, a prompt response prevents unnecessary delays in resolution.
Effective support depends on both sides operating clearly. To help us resolve issues as fast as possible, we ask that you:
Escalation path
If an issue is not progressing as expected, or if you have concerns about the resolution process, the following escalation path applies.
L1
Assigned team member
Initial ticket response, investigation, and standard issue resolution. First point of contact for all support requests.
L2
Senior specialist
Complex or unresolved issues requiring deeper technical expertise or cross-team involvement. Automatically escalated if L1 resolution is not achieved within the SLA window.
L3
Management
Business-critical situations, unresolved escalations, or disputes requiring management-level decision-making. Contact support@kawanelite.com with the subject line “Escalation — [ticket ID]”.
Changes to this policy
Kawan Elite reserves the right to update this general support policy at any time. When changes are made, the updated version will be posted on this page with a revised effective date. It is the responsibility of clients to review this policy periodically.
Changes to this general policy do not affect any custom SLA agreed as part of a signed contract. Those terms remain in effect as documented in your project portal until formally renegotiated.
