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Frequently Asked Questions

1. Q: I have an issue with my system, what can I do?

A: Note down the symptom such as how did it happen, one/partial/all users are affected and brief description of the issue.
Then you can contact our QuickSupport team to log a case, and we will have a dedicated team to attend to your issue right away.
You can either email to support@achievement.com.sg or call us at +65 629 629 10 (Option 2).

2. Q: I need to request for an Onsite support. How can I do that?

A: As our Premium Maintenance customer, you can raise a ticket to us either by email to support@achievement.com.sg or call us at +65 629 629 10 (Option 2).
Our QuickSupport Team will log a case and escalate it to our Onsite Engineer to arrange for a site troubleshooting / Job Order schedule accordingly.

3. Q: Our office internet is down / having intermittent. Can we get Onsite Engineer to check?

A: Please restart or power cycle your network devices (ONT, router, switch, Wifi AP etc.) first, and monitor the connection again.
If the issue still persist, you can raise a ticket to us either by email to support@achievement.com.sg or call us at +65 629 629 10 (Option 2).

4. Q: I need to request for remote support, but I do not have ACM QuickSupport Remote tool.

A: You can go to our page (www.achievement.com.sg/support) to download our ACM QuickSupport Remote tool. Run the remote tool and provide us the ID digits and our QuickSupport Team will remote in to assist on the issue.

5. Q: I have accidentally deleted data from server. Can you help me to recover?

A: For our customer with Technology Leasing with us, ACM provide daily backup coverage on the system.
Please raise a support request by email to support@achievement.com.sg or call us at +65 629 629 10 (Option 2).

6. Q: We have server / equipment leasing with ACM. Can we obtain the Host Server / equipment credentials for checking and manage setup?

A: ACM is liable to all server / equipment leasing management, therefore we are only allowed to provide your Server system information instead of the Host Server.
This is an effort to secure our system and adhere to system Vendor’s Agreement policy.

7. Q: Can we reset our Windows login / email password?

A: Due to security handling policy, we would require SPOC (Single Point of Contact) / key-personnel to write us a request and send to support@achievement.com.sg and we will proceed with your request.
The reason of this is to avoid any unauthorized request and security breach.

8. Q: Why my Outlook keep prompting and ask me for password even I have entered?

A: You may verify first if your Email account is still active and functional by test logging into webmail from your browser (Internet Explorer, Google Chrome, Mozilla Firefox etc.).
If you face any difficulty, please do not hesitate to raise a support request by email to support@achievement.com.sg or call us at +65 629 629 10 (Option 2).

9. Q: Can we request to grant a folder permission to user?

A: Due to security handling policy, we would require SPOC (Single Point of Contact) / key-personnel to write us a request on this, and send to support@achievement.com.sg.
We will escalate to our Server Team proceed with your request.
The reason of this is to avoid any unauthorized request and security breach.

10. Q: Should I request to set an email forwarding or redirecting?

A: Email forwarding: Whenever User A receives an email, a copy will be forwarded to User B.
User A and User B will receive the email.
Email redirecting: Whenever User A receives an email, it will redirect away to User B.
User A will NOT receive the email.

11. Q: Our SPOC personnel has resigned. There is no one in-charge for our IT related issue now.

A: As per ACM standard handling policy, all IT related matters shall refer back to Single Point of Contact (SPOC) appointed by your Organization. If the current SPOC is no longer available, you may seek your Key-Personnel or appoint the next SPOC person. You can reach us to get a “Change of SPOC Personnel” form.

12. Q: ACM engineer perform monthly maintenance, however our system still encounter issue.

A: Our complimentary Preventive Maintenance is comprehensive coverage and is performed to ensure our Server is securely patched, in good running condition & do not have any hardware failure. This applies the same to our users’ PC / notebook.
In the event of encountering system error, the reason may vary therefore we need to further troubleshoot.

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