SUPPORT · 6 CHANNELS · 4 SEVERITY TIERS

When you need a human, you get one.

Reginald reads every ticket. We respond within one business hour, Mon-Fri 9am-6pm MYT. SEV-0/SEV-1 incidents page on-call engineers 24/7 with a 15-minute response target.

Founder escalation route at the bottom of this page — keep it for when something is genuinely stuck.

CHANNELS

Pick the one that fits the urgency.

In-app chat
Bottom-right of every page. Mon-Fri 9am-6pm MYT. Median first reply 8 minutes during business hours.
Open chat (floating icon) →
Email
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 Enterprise tier →
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 in Settings →

RESPONSE TARGETS

Four severity tiers, dated commitments.

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. Don't abuse this — keep it for genuine stuck cases.

Looking for sales/general enquiries? See /contact. Booking a demo? See /demo.