Communication Policy

i) Please note that; our Main Communication Method is only via Email ( support@netkl.com ), or, Ticketing System HERE, because that Email is Monitored at all times (24x7). SMS/Watsapp/Facebook Messaging are not encouraged, because they are monitored last.

ii) After sending Us An Email to support@netkl.com , or, Submit Ticket HERE, You Should Receive an Auto-Generated Email Reply (with A Ticket Number) within 5-15 minutes. If You Receive this Ticket Number, That Means, Your Email Has Reached Us Safely. If Your Issue Has Not Been Resolved Yet, Please Do Not Close This Ticket, Until Our Staff Replies To It. (We Normally Reply Within 15-60 minutes, or sometimes even faster!).

iii) However, if you Do Not receive our Auto-Generated Email Reply (with Ticket Number) within 15 minutes, This Means that Your Email Did Not Reach Us Safely. In This Situation, Please Give Us A Call to Follow-Up (Our Hotline is : +603 4813 7128 ). Please DO NOT Wait For Hours/Days Before You Call Us to Follow-Up (Especially When Your Payment Is Urgent). Call Us Immediately! Otherwise, NetKL Will Not Be Held Responsible For Any Delay In Responding To Your Queries/Concerns, or, Any Loss Caused By Failure to Activate/Renew Your Required Service On Time.

iv) Our Support Team Will Respond To Tickets First, Before Attending to FB Messenger. Clients Are Encouraged To Submit Ticket First (If The Issue Is Urgent), and Use FB Messenger Only When The Issue Is Less Urgent.

v) NetKL will Not be Held Responsible for Any Delay/Loss Incurred, Resulting from your Failure to Adhere to the above Policy.