Frequently Asked Questions for SIMBIZ Business Management Software in Malaysia

• You can access to your database at any time and any place. You can use your home PC, ipad, galaxy tab, or by online at coffee shop to reach your database easy and fast.
• Professional engineer will handle your database, backup activity, and check server availability.
• You can concentrate on your job and enjoy your life. System should works as expected all the time
• We can support your enquiry faster. It reduces your transportation/labor charges and down time for waiting.

There are 2 kinds of situation.

• For the smaller scale (max 5 organizations) customers, we place their database into our existing server.
• For the bigger scale customers, we encourage them to purchase cloud or co-location service. It is charged per month.

We install customer’s database in Amazon EC2 cloud/ (Singapore), or Server located at Technology Park Malaysia’s datacenter.

After the system is configured and installed, it should work as expected and there will be professional engineer monitoring all server hardware. Most of the time the system availability depends on datacenter and network. Both the TPM datacenter and Amazon EC2 cloud Uptime guarantees is 99.95%.

Yes, your database is backuped everyday at night. Each backup is stored for 7 days in case the latest backup is not suitable.

Currently we’re using Ubuntu Linux Server, it is a secured operating system and used widely in worldwide. Ubuntu is a virus proof operating system and it will perform daily update for bug fix.

Besides, we keep minimum services offered in each server in order to reduce the vulnerability and load. In cloud, it will further protected by firewall.

As software provider, we keep customer’s database as top confidential information. Only limited developer is grant to access to customer database. Within 5 years, 90% of our customer is using online system because of our fast support and professional attitude.

We propose 3 solutions to our customers:

• Maintain some stock of hardcopy documents, like hard copy receipt book. When system down, you can manually issue that document and enter into our software afterwards.
• Subscribe alternative mobile broadband. When the system down, we activate daily broadband so that the system can continue. It remains charged at minimum level but it brings highest value to the company.
• Contact the Sim IT Sdn Bhd representative. If you cannot find the particular person, you can find our office contact at http://www.simitgroup.com

Sim IT Sdn Bhd works as an agent or middleman of our hosting, co-location or cloud service provider which the infrastructures are not owned by us. The reasons Sim IT Sdn Bhd provides hosting, co-location, cloud services to our customers are to:

• Reduces complexity of IT administration
• Reduces cost of ownership
• Reduces down time
• Provides more innovative and effective solutions to our customers.

As a software company, we'll try our best to let our customers enjoy the convenience of online system.

If any down time or other maintenance activities occured in server site, we will try our best to reduce it till minimum. When something goes wrong we are responsible to deal with our provider. However, we are not the owner of the facilities and we cannot guarantee for server maintenance, hacking, downtime will not happened in business hours and loses of the down time.

When we received complain from customers due to server issue, we will diagnose and break it into few root causes

1. Software Overloaded or Services Down

• We will perform suitable action within programming or OS level to provide temporary or permanent solutions
• If the issue is within overloaded software and the solution is temporary, we will perform burst test into customer's server and recommend the customers to upgrade their server based on burst test result.

2. Server Down/Hardware Failure

• We will diagnose hardware issue and recommend customer suitable hardware to fix or upgrade.
• During downtime, we will transfer the customers' system into another server temporarily. New URL will be sent via email/sms to the customers to avoid downtime. (We prefer to recommend the customers to use cloud to avoid single hardware of failure).

3. Hacking/Attack

• We diagnose the server/software vulnerability with:
  1. Root kit scanning
  2. Log file monitoring
  3. Open port/connection checking
  4. Verified whether customer applied security policy
• Then we provide suitable solution either:
  1. Software patches
  2. Re-install server
  3. Restore database from backup
  4. Remove rootkit
  5. Advise customer to enforce security policy

Even thought we are not the facilities owner, however we able to find out abnormal and perform quicker solutions compared to 3rd party hosting/co-location/cloud provider because we are very familiar and able to control our software. No more lost time of troubleshooting, no grey area within 2 suppliers. Beside our solutions required several software library not provide by others provider.