EDS is well known throughout the industry as the leader in the after-sales support market. We have set ourselves a goal - which is to maintain a long-term relationship with each and every one of our customers whom we are privileged to serve. By giving our customers quality support and responsive treatment, EDS establishes itself as a role model in the industry. Our technical department is always on hand to provide top notch support crucial to your business. For us, the customer is always right.

  SUPPORT VIA PHONE
Our technical response team is on standby around-the-clock to provide support by phone. Just pick up the phone and dial  012 3155 857 or 019 260 8711.  During office hours, kindly contact our hotline number at 603-7726 8060.

  SUPPORT VIA E-MAIL
If you wish to seek support vial e-mail, we are always here to help you. Kindly provide your company details and enough information describing your problem. This will help us understand the problem better. E-mail us at support@eds.com.my or inquiry@eds.com.my technical support.

  SUPPORT VIA WEB-BASED HELPDESK SYSTEM

We also have a web-based helpdesk system as our call escalation channel to our valid contract customers. The customers under valid contract will be given a user-id and password for access to the site http:\\support.eds.com.my .The customers will need to provide the necessary details as required and the escalation will be alerted to the technical support for immediate attention.

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We have substantial in-house experience in turnkey project management to install and maintain the equipment in the open systems environment. Apart from routine installation, hardware/software support and maintenance, and has the expertise in advising users on the multi-dimensional applications of the equipment.

To further enhance customer’s confidence, EDS is fully supported by our principals in regards to technical issue both hardware and software with well structured escalation path.

Engineering Support - Manpower

We have a well-structured maintenance department, which follows a tight escalation procedure. We currently have a total of thirteen (13) System Engineers and Consultants for technical support dedicated to customers support functions only.

The experience of our core group is largely responsible for the successful implementation of all EDS undertaking in Malaysia. It is worth mentioning again that EDS has un-disputed knowledge and experience in carrying out studies, analysis, deployment and support in the areas of Open Storage Solution, Total Media Management, Document Management Solution, Network Security Solution and Mobile Solution.

Engineering Support (Software)

Our engineers have at least 4 years of experience in various platforms to provide software support and assist in installing and implementing Open Storage Management System, Total Media Management, Document Management, Network Security Solution and Mobile Solution.  This support also includes a high level of systems engineering expertise specializing in input/output subsystems performance and configurations.  On top of that our engineers are properly and professionally certified and trained in U.S by our principal.   

Our Systems engineers shall assist customer in installation/ parameterization of host software component in your environment.  They shall also help in trouble shooting, and getting software fixes and updates on an ongoing basis.

Direct Assist Support (Select Support- Hardware)

Direct Assist Support includes hotline technical support for one main and two alternate contact via telephone, fax, and email. Copies of new patches, versions, and releases will also be provided upon released. Support is provided 0900 - 1730 hours, Monday to Friday (excluding Public Holiday) with four (4) hours response time.

Premier Direct Assist Support (Elite Support –Hardware)

Premier Direct Assist support includes hotline technical support for one main and two alternate contacts via telephone, fax, and email. Copies of new patches, versions, and releases will also be provided upon released. Support is provided 24 hours a day for One (1) year with three (3) hours response time.

Facilities – Data Center

EDS (M) Sdn Bhd has a data center which houses sufficient hardware and software for engineering to do demo, proof of concept etc. Amongst the hardware equipments includes Sun StorageTek L20 Tape Library, Sun StorageTek D173 Disk Sub-system, EMC CLARiiON Disk Library, EMC CX3, NT servers, Unix servers and Linux servers. Full-range of Symantec-Veritas software is also in place within the data center.