Support Policy

Introduction

This Support Policy sets out the scope of the support services provided by Niagawan Plus Sdn Bhd ("we", "our" or "us") to users of Niagawan products and services (collectively, the "Services").
This Support Policy forms part of our Legal Terms and should be read together with our Terms & Conditions and Privacy Policy.
This Support Policy takes effect on 1 August 2026 and applies to all users, whether newly registered or holding an existing subscription.
Support services are divided into two categories: Basic Support, provided free of charge throughout your active subscription, and Paid Support, provided at an additional cost for requests that require our support team to perform setup on your behalf or to conduct a detailed investigation of your accounting discrepancies.
We may revise this Support Policy at any time by amending this page.

Basic Support is provided free of charge and without limitation for as long as your subscription remains active.
Basic Support includes:
- Login and password assistance;
- System usage guidance;
- Reporting of system errors and software bugs;
- Printing configuration;
- Basic import guidance, being the explanation of our import template;
- e-Invoice feature guidance within the Services;
- Software updates and announcements.
Basic Support is limited to guidance on the operation of the Services. It does not extend to accounting, taxation or audit advice, or to any work performed on your behalf within your account.

Paid Support applies where you require our support team to perform setup or import work on your behalf, or to conduct a detailed investigation of your accounting records and transactions.
Paid Support is chargeable. The applicable fee will be quoted to you before any work begins. All fees exclude 8% SST and all payments shall be in Malaysian Ringgit.

Account Setup Assistance comprises account setup for one (1) company, covering:
- Company profile setup;
- Bank and cash account setup;
- Master data import (product list, customer list and supplier list), on a one-time basis;
- Chart of accounts setup;
- Opening balance and opening journal setup;
- e-Invoice settings within the Services;
- SST/Tax settings.
You are responsible for providing all import data using our standard Excel template, complete and in the correct format, and for providing all opening balance figures. We do not compute, verify or audit the accuracy of the figures you provide.
A second import, or a re-import following any amendment to your data, constitutes a new session and is charged separately. Each additional company is charged separately.
Account Setup Assistance does not include the cleaning, correction or reformatting of your data file.

Account Checking and Investigation comprises a detailed investigation of a reported discrepancy in your accounting records, covering:
- Balance Sheet not tally;
- Trial Balance discrepancies;
- Ledger and Cash Book investigation;
- Opening balance investigation;
- Customer Statement against Aging Report investigation;
- Accounts Receivable and Accounts Payable investigation;
- Inventory accounting investigation, including unreceived goods, undelivered goods and cost of sales;
- Transaction discrepancies tracing.
For the purposes of this Support Policy, one (1) case means one (1) reported issue or discrepancy, in respect of one (1) company, within one (1) accounting period range. Each case includes up to two (2) follow-up clarifications within fourteen (14) days from the date of the Investigation Report. A new or unrelated discrepancy constitutes a new case.
Account Checking and Investigation is an investigation and diagnostic service. The correction of your accounting records, including the re-entry or adjustment of transactions, remains your responsibility or that of your accountant, save where the correction requires an action on our side within the Services, such as a cost of sales recalculation or a technical correction.

Where our investigation confirms that the reported issue is caused by a system bug or software error on our part, the service fee will be refunded to you in full.
The service fee is not refundable where the reported issue is caused by:
- Incorrect data entry;
- Incorrect account setup;
- Missing or deleted transactions;
- Accounting workflow;
- Misunderstanding of the operation of the Services;
- Hardware, printer, network or browser matters;
- Data imported by you in an incorrect format or with incorrect content.
The determination of whether an issue constitutes a system bug will be stated in writing in your Investigation Report and confirmed by our Support Lead together with our Technical Team.
Approved refunds will be processed within seven (7) working days to the original method of payment.
This clause applies only to Paid Support and does not affect the refund terms applicable to subscriptions and other purchases, which are set out in our Terms & Conditions.

The following services fall outside the scope of our support services entirely, whether under Basic Support or Paid Support:
- Bookkeeping, monthly bookkeeping, and the entry of transactions on your behalf;
- Data cleaning;
- Accounting and audit consultation, including advice on custom ledger adjustments;
- Financial statement preparation;
- Closing of accounts;
- Audit support;
- SST, taxation and LHDN advisory;
- e-Invoice consultation, including TIN registration and matters relating to the MyInvois portal;
- Migration from other software requiring manual adjustment.
Consistent with the disclaimer in our Legal Terms, information provided by us in relation to tax and accounting is for general reference only and does not constitute professional advice. You are advised to consult your accountant, auditor or licensed tax agent in respect of the matters listed above.

Paid Support is available only in respect of an active subscription. No Paid Support work will be performed on an expired or suspended account.
We reserve the right to decline any Paid Support request which, in our reasonable opinion, falls within the Services Not Provided section above.

For any question regarding this Support Policy, please contact us at:

Niagawan Plus Sdn Bhd
110-2-21, Summerton Avenue, Persiaran Bayan Indah
Bayan Lepas, Penang 11900
Malaysia
sales@niagawan.com

Last updated: 1 August 2026