In an effort to streamline our operations to provide huge cost savings to our customers, 199Web works on the basis of a ticketing system. Basically, we advocate support requests to be sent directly to us via email to support@199web.com.sg.

OVERIVIEW

Your requests will be queued via our ticketing system in a job queue. This queue works in the same principle as our local polyclicnic. Your job is like a patient awaiting to see the doctor (our designer). Once our designers are free, he/she will look into the job queue and pick the job that has been submitted earliest and handle it. This ensures that all our clients’ requests are handled fairly.

Upon completion of the job, you will be informed you via an email and a sms (provided you have given us your sms details).

Once you understand how we work, it should not surprise you that we strongly recommend that all support requests are emailed to us via the same email address. Just as a clinic tracks the medical record of a patient via his name, 199Web tracks all requests of our clients via the email address. different client requests are handled by different designers at different times, we need such a system to ensure that your requests are handled appropriately with a clear understanding of what is needed to be done.

Due to the high volume of requests, even if your job is coincidenally handled by the same designer, we will often need to refer to your past records to get a good overview on the status of your project.

REQUEST EMAIL GUIDELINES

To facilitate requests tracking, all email requests should conform to certain guidelines:

• email all email requests from a single email address
• subect title should start with: [website address] - [description of support request]

We do understand that some jobs are really urgent. In that case, please email us and follow up with a phone call to our friendly sales staff at 67784055. You can also call our mobile at 98761804 or drop us an sms. We will try our best to accomodate your requests.