Channels
In-app chat
Bottom-right of every page. Mon-Fri 9am-6pm MYT. Median first reply 8 minutes during business hours.
Open chat (use the floating icon) →
hello@onset.my for general. support@onset.my for technical. urgent@onset.my for SEV-1 (24/7 monitored).
Email hello@onset.my →
Phone
+60 19-665 1188 — Mon-Fri 9am-6pm MYT. After-hours routes to AI; SEV-1 keywords escalate to on-call.
Call now →
Support ticket
Authenticated ticket inside the app. Reginald reads every ticket. Sub-1-business-day response guaranteed.
Open a ticket →
Customer success
Enterprise customers get a named Customer Success contact. Monthly check-in + quarterly business review.
Available on Scale+ tiers →
SEV-1 incident
Production down for your tenant. Send /sos to the ONSET Telegram bot. Engineer paged within 15 min, 24/7.
Set up Telegram → /admin/telegram →
Response targets
| Severity | Description | First response | Resolution target |
|---|---|---|---|
| SEV-0 | Confirmed exfiltration / data breach | < 15 min | Counsel + Commissioner notification within hour 1 |
| SEV-1 | Production-down for your tenant | < 15 min (24/7) | < 4h target |
| SEV-2 | Significant degradation / one module impacted | < 1 business hour | < 1 business day |
| SEV-3 | Bug, question, feature request | < 1 business day | Communicated next-action and ETA |
Founder escalation
If a SEV-1 isn't responded to within 30 minutes, reply with "FOUNDER" in the subject line. The mail routes directly to Reginald's personal phone. He reads it. He responds.