ONSET

FAQ - 24 questions

Straight answers before you buy ONSET.

Packages, specialist services, setup fees, usage credits, top-ups, provider costs, supporting infrastructure, and approval boundaries.

Section 1 / 4

Package selection

  • What is ONSET in plain English?

    ONSET is a small AI back-office team for Malaysian and Singaporean SMEs: customer response, content, reports, lead capture, knowledge base, and approval-controlled workflow support.

  • Which package should I start with?

    Start with the smallest package that covers the first operating outcome. Starter is the narrowest entry, Growth adds content and deeper reporting, and Pro adds a limited number of approved workflows. Growth Pilot is a three-month managed launch route for customers who need tighter onboarding; it is not a fourth product tier.

  • Are CORTEX and Mothership missing from the packages?

    No. CORTEX and Mothership support delivery when the purchased work needs them. They do not create a separate subscription or access to services outside the signed order.

  • How do I buy BEACON?

    BEACON is a separate enterprise visibility engagement, not a hidden package feature. Its audit, sprint, Sprint + Demand, and retainer ranges are published on the services page, and the final scope is agreed before work begins.

  • What is included in Growth Pilot?

    Growth Pilot is RM799 per month with a RM999 setup fee and a 3-month initial term. RM1,798 is due before onboarding, and the full initial-term total is RM3,396 including setup. It includes AI Receptionist, Knowledge Base setup, AI Content Assistant for up to 20 social posts per month, One competitor report or growth playbook per month, Social listening with a monthly sentiment digest, Consented enquiry capture through AI Receptionist, Human approval layer for outbound or public-facing work, and 1,000 ONSET usage credits in each monthly billing period.

  • What is included in Starter?

    Starter is RM299 per month with a RM499 setup fee and a 6-month initial term. RM798 is due before onboarding, and the full initial-term total is RM2,293 including setup. It includes AI Receptionist Lite, Knowledge Base Lite, Consented enquiry capture through AI Receptionist, Monthly social-listening and sentiment digest, and 300 ONSET usage credits in each monthly billing period.

  • What is included in Growth?

    Growth is RM799 per month with a RM999 setup fee and a 6-month initial term. RM1,798 is due before onboarding, and the full initial-term total is RM5,793 including setup. It includes AI Receptionist, AI Content Assistant, Competitor Intelligence, Consented enquiry capture through AI Receptionist, Weekly and monthly social-listening digests, Knowledge Base, Human Approval Layer, and 1,000 ONSET usage credits in each monthly billing period.

  • What is included in Pro?

    Pro is RM1,499 per month with a RM1,999 setup fee and a 6-month initial term. RM3,498 is due before onboarding, and the full initial-term total is RM10,993 including setup. It includes AI Receptionist Pro, AI Content Officer, Competitor Intelligence, Consented enquiry capture through AI Receptionist, Social listening, sentiment analysis, and scheduled digests, ONSET Flows Lite, Human Approval Layer, and 3,000 ONSET usage credits in each monthly billing period.

Section 2 / 4

Pricing and usage

  • Are setup fees included?

    No. Each package has a separate setup fee for discovery, account and provider connection, knowledge setup, approval design, configuration, and acceptance testing. The setup fee and first monthly retainer are paid before onboarding starts.

  • How is the setup fee for a standalone service decided?

    The services catalogue shows the standard starting setup for each standalone service. It covers the bounded onboarding needed for that service. If data migration, extra channels, custom integrations, or unusual security work increases the scope, the complete setup price is stated in the written service order before payment.

  • Is there a separate one-month security retainer or deposit?

    No for standard packages. The monthly subscription is the service retainer. At commencement you pay the setup fee plus the first monthly retainer; we do not add a second one-month security deposit.

  • How long is the initial contract?

    Starter, Growth, and Pro have a six-month initial term. Growth Pilot is the lower-commitment three-month managed launch route. Monthly retainers are billed in advance.

  • What are ONSET usage credits?

    Credits are workload units for completed customer work. The public schedule states the credit value of each covered outcome. Background technical processing does not deduct customer credits, and credits are not money, LLM tokens, or provider balance.

  • Are ONSET credits cash, LLM tokens, or provider balance?

    No. ONSET credits are service workload units. They are not money, LLM tokens, or a balance held with OpenAI, OpenRouter, WhatsApp, Stripe, or another provider.

  • What happens when my included credits run low?

    We show the remaining workload and discuss an approved top-up or a package change. ONSET does not silently add credits, charge an overage, or expand the scope without written approval.

  • Do AI replies need a separate reply add-on?

    No. Completed AI replies use the published ONSET credit schedule. If the package allowance is insufficient, you can approve a general credit top-up or move to a higher package; there is no separate reply-capacity charge for the same work.

  • Do unused credits roll over?

    Not by default. Included and top-up credits expire at the end of the monthly billing period unless the service order expressly provides a different rule.

  • Are provider costs included?

    Customer-owned provider keys are the default. Managed-provider usage is offered only when a written allowance and an enforceable account budget are configured; otherwise it remains unavailable. Unpriced provider calls stay visible and are never presented as zero-cost usage. Customer-owned account charges are paid directly by the customer.

  • How are actual LLM tokens and provider spend controlled?

    Supported LLM calls label cost data as recorded when a provider returns the charge, estimated when ONSET calculates it from measured usage and a published rate, or unpriced when no reliable rate is available. This operational telemetry is separate from customer workload credits and never authorises a customer charge.

  • Can a large organisation request a custom package?

    Yes. Custom engagements start from RM15,000 for implementation and RM3,000 per month for managed service, subject to a fit, security, integration, and delivery review. The exact modules, milestones, provider costs, service levels, and acceptance criteria are written into the service order.

Section 3 / 4

Safety and approval

  • Can ONSET send messages or publish work without me?

    Only workflows that have been configured and approved for your account can release external work. Financial, public, destructive, and other higher-risk actions keep a separate approval boundary.

  • Will services outside my order be added to my account?

    No. Each account receives only the packages, specialist services, and supporting capabilities stated in its signed order. Anything else remains outside the customer scope unless it is added through a written change.

Section 4 / 4

Operations

  • Can I bring my own LLM or provider keys?

    Yes, where the chosen service supports a customer-owned provider account. ONSET confirms compatibility and connection steps during onboarding. Saved credentials are handled as secrets and are not displayed back in the interface.

  • Is this a replacement for my staff?

    No. ONSET is designed to reduce repetitive back-office load while keeping owner control over customer-facing, public, financial, and high-risk actions.