Helpdesk Access
Day-to-day questions answered by certified platform specialists — not generic offshore support. Submit tickets via email, WhatsApp, or your support portal. Clear SLA response times.
Services — Support & Optimisation
Ongoing Support & Optimisation Malaysia — Your Digital Workspace Keeps Getting Better After Launch
Software that launches well but doesn't evolve becomes a liability, not an asset. ClickSmart's support retainer keeps your ClickUp, Lark, and Meegle workspace running at peak performance — answering day-to-day questions, resolving issues fast, reviewing system health monthly, and continuously optimising your workflows as your business grows and changes.
Support Scope
Everything Covered in Every ClickSmart Support Plan
Monthly Health Checks
Proactive review of your workspace health — checking automation failures, permission inconsistencies, unused features, dashboard accuracy, and platform performance. We find issues before your team does.
Optimisation Reviews
Quarterly (Standard) or monthly (Priority) review sessions where we identify new improvement opportunities — better workflows, new automation, improved dashboards, and features released since your implementation.
New User Onboarding
When you hire new staff, we onboard them onto your platform — setting up access, walking through their role-specific workflows, and ensuring they're productive from day one without burdening your internal admin.
Platform Update Advisory
ClickUp, Lark, and Meegle release updates regularly. We review all major updates and advise on which new features you should adopt, ensuring your workspace stays current and competitive.
Workflow Refinement
As your business evolves, your workflows need to evolve too. Support plan hours can be used for workflow adjustments, new template creation, additional automation rules, and dashboard modifications.
Support Plans
Choose the Support Level Right for Your Team Size
Small Team
Essentials
RM 800 /month
Annual plan: RM 680/month (save 15%)
- 5 support tickets per month
- 1 business day response time
- Email support channel
- Quarterly health check (1 platform)
- Platform update summary
- Access to knowledge base
- Up to 25 users
Growing Team
Standard
RM 1,800 /month
Annual plan: RM 1,530/month (save 15%)
- Unlimited support tickets
- 4 business hour response (priority)
- Email + WhatsApp support
- Monthly health check (all platforms)
- Quarterly optimisation review session
- New user onboarding (up to 5/month)
- 2 hrs workflow refinement/month
- Platform update advisory
- Up to 100 users
Enterprise
Priority
RM 3,500 /month
Annual plan: RM 2,975/month (save 15%)
- Unlimited tickets + dedicated contact
- Same-day response (critical issues)
- Email + WhatsApp + phone
- Monthly health check + report
- Monthly optimisation session
- Unlimited new user onboarding
- 5 hrs workflow refinement/month
- Quarterly business review (QBR)
- 100+ users, all platforms
Service Level Agreement
Clear Response Times, Every Support Request
| Issue Type | Essentials | Standard | Priority |
|---|---|---|---|
| Critical (system down / data loss) | 1 business day | 4 business hours | Same day |
| High (major workflow broken) | 2 business days | 1 business day | 4 business hours |
| Medium (feature not working) | 3 business days | 2 business days | 1 business day |
| Low (how-to questions, improvements) | 5 business days | 3 business days | 2 business days |
| Support hours (Malaysia time) | Mon–Fri 9am–6pm | Mon–Fri 9am–6pm | Mon–Fri 9am–6pm |
What does ongoing support include?
Helpdesk access, monthly health checks, quarterly/monthly optimisation reviews, new user onboarding, platform update advisory, and workflow refinement hours — depending on your plan tier.
What are your support response times?
Essentials: 1 business day. Standard: 4 business hours (priority). Priority: Same day (critical). All support is Monday to Friday, 9am–6pm Malaysia time.
How much does support cost?
Essentials: RM 800/month. Standard: RM 1,800/month. Priority: RM 3,500/month. Annual plans save 15%. Contact us for custom enterprise pricing.
Can you support a workspace not implemented by ClickSmart?
Yes. We support ClickUp, Lark, and Meegle workspaces regardless of who implemented them. We conduct an initial audit to understand your setup before commencing support.
What is a monthly optimisation review?
A 30–60 minute session reviewing platform usage, identifying underutilised features, addressing workflow gaps, and planning improvements — ensuring your workspace evolves with your business.
Related Services
Support Works Best With Proper Implementation
Keep Your Digital Workspace Running at Peak Performance
Get a support quote. We'll recommend the right plan based on your team size and platform complexity.