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Services
The best technology requires the best support. HBM provides 24/7 local technical support with clear SLAs, plus comprehensive training programs so your team can operate the system independently and confidently.
Local technical support
Critical incident response (P1)
System uptime SLA
Indonesia-based support team
We commit to clear response and resolution times for every incident priority level.
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Total production system outage or critical function failure | 15 min | 4 hours |
| P2 — High | Significant disruption with limited workaround available | 30 min | 8 hours |
| P3 — Medium | Minor issue not affecting core operations | 2 hours | 2 business days |
| P4 — Low | General questions, information requests, or enhancements | 1 business days | 5 business days |
A technical support team reachable anytime via phone, email, and ticket portal in Indonesian.
Proactive system monitoring to detect and resolve potential issues before they cause impact.
Routine maintenance, security patching, and system updates to maintain optimal performance and compliance.
Fully managed system operation by the HBM team, freeing your team to focus on core business.
We believe your team should be able to operate the system independently. That's why every HBM implementation includes a structured training program tailored to each user's role.
In-depth technical training for IT teams to manage, configure, and maintain the system.
Practical training for daily users to master system features in their everyday work.
User manuals, administrator guides, and a knowledge base accessible to your team anytime.
Periodic refresher sessions and webinars on new features and industry best practices.
HBM's local support team is ready to keep your systems running optimally around the clock.
