SOFTWARE EXCHANGE (SINGAPORE) PTE LTD

2 Kallang Avenue #07-08 CT Hub

Singapore 339407
UEN 199903192R
Tel +65 6883 1411 Fax +65 6883 1410
Email support.sg@swxone.com
Note: By signing the above, I understand I am contracting Software Exchange (Singapore) Pte Ltd (Software Exchange) for the work(s) listed above
on the terms and conditions set out on Software Exchanges Service Level Agreement, all of which I have read and understood.

Service Report

Ticket ID

Client
Contract:
Account Manager:
Helpdesk Spec:
Primary Contact: Office: On-site Spec:

Request
Support Request
Date and Time Received:
<dd/mm/yyyy, time am/pm>
Via: Phone E-mail SMS IM
Date and Time Acknowledged: Via: Phone E-mail
Requestors Assets
HARDWARE Type: Brand: Model:
SOFTWARE Product: Version: OS:
Issues (raised by Client) Possible Causes (aft fact-find) Category
Hardware fault
Tech incident
Service request
Assistance
Others

Job Order
Appointment
Date:
<dd/mm/yyyy>
Time: (am/pm)
Requestor: Office: Mobile:
Action Type
Support
Maintenance
Job
Project VO
Others
Priority
Critical
High
Medium
Low

Close by:
<dd/mm/yyyy>

Status
Follow-up actions required. State (with date):


Onsite service required Job completed
Method
E-mail
Phone. Time taken: min
Remote Access
Onsite

Clients Acknowledgement
I acknowledge that the job has been performed as required.
Remote Access
Date In:
<dd/mm/yyyy>
Time In: (am/pm)
Time Spent (hours): Time Out: (am/pm)
Onsite
Date In:
<dd/mm/yyyy>
Time In: (am/pm)
Time Spent (hours): Time Out: (am/pm)

Co Stamp and Authorised Signature Helpdesk Spec Onsite Spec
Name:

For Software Exchanges Use

Support Plan Client
Deduct Support Hour/Incident
Invoice separately
Others
Regular Client
Cash collected:
Cheque no.:

Account Managers Signature
Statement: Support Hour Usage
08/01/2013 Published:
Page: 1
Hours Used Date Actions Ticket ID & Issues
Client
MENTRADE MARINE ENGINEERING PTE LTD Contract: 12-60967
Support Hours: Used 7.30 of 20.00 Hours
3.00 23/05/12 0500-3780 - Completed - AutoCAD NLM
issues. - Additional shared folders required.
- Troubleshoot and resolved AutoCAD NLM issues.
- Created additional shared folders in server;
Refer to invoice 12-60536 and credit note
CN12-10019.
1.90 06/09/12 0500-3785 - Completed - Users unable to
access shared drives.
- Re-mapped shared drives on systems.
Z:\\mt-svr\shared\engineering
y:\\mt-svr\shared\admin
- Reconfigured privileges and access rights for
engineering department.
1.90 10/09/12 0500-3789 - Completed - All Systems
couldn't access Internet. Error "Web Page
Blocked. Web Filter service error: Invalid
license:
- Done thorough check.
- LAN had no issue. Connected netbook
directly to SingTel router, Internet was OK.
- Suspected, found, and resolved Fortigate firewall
software issue.
0.50 18/09/12 0500-3806 - Completed - Drive: E of
MT-Svr was full. - BE 2010 needed
reconfiguration.
- Transferred old backupfiles to NAS.
(Remote-Faizal)
- Drive: E is 430GB now.
- Reconfigured BE 2010. Set up 3 jobs to
NAS.
Sub-Total for 12-60967 7.30
Total for 7.30
Note: Please examine this statement carefully and inform your account manager of any discrepancies within 15 days of the
published date. If no issues are raised during this period, this statement shall be deemed correct.
MENTRADE MARINE ENGINEERING PTE LTD