NTM Business
Pusat Dukungan (Support Center) NTM Business
Berlaku Efektif: 18 Juli 2026
1. Komitmen Layanan Kami
PT Nusantara Teknologi Makmur ("Kami" atau "Perusahaan") meyakini bahwa dukungan pelanggan yang prima adalah esensi dari kesinambungan bisnis. Kami berkomitmen untuk menghadirkan layanan purnajual (after-sales) serta dukungan teknis yang responsif, terukur, dan solutif. Melalui Pusat Dukungan ini, Kami memfasilitasi penyelesaian kendala operasional, panduan penggunaan sistem, serta konsultasi implementasi agar ekosistem NTM Business ("Aplikasi") Anda dapat beroperasi secara optimal.
2. Saluran Komunikasi Resmi
Pengguna dapat mengajukan keluhan, pelaporan insiden, maupun pertanyaan manajerial secara eksklusif melalui kanal korespondensi resmi Kami:
- Surat Elektronik (Email): support@ntmbusiness.com
- Portal Bantuan (Website): https://ntmbusiness.com
3. Waktu Operasional Layanan
Tim Dukungan Pelanggan (Customer Support) Kami beroperasi dan memproses seluruh tiket permintaan layanan pada jadwal berikut:
- Hari Kerja: Senin – Jumat
- Jam Operasional: 09.00 – 17.00 WIB (UTC+7)
- Catatan: Layanan dukungan tidak beroperasi pada akhir pekan (Sabtu & Minggu) dan Hari Libur Nasional yang ditetapkan secara sah di wilayah yurisdiksi Republik Indonesia.
4. Klasifikasi dan Ruang Lingkup Dukungan
Demi mencapai efisiensi eskalasi penanganan, layanan dukungan Kami mengkover area fungsionalitas berikut:
- Bantuan Teknis & Operasional: Resolusi atas kendala akses (bugs), panduan pengoperasian modul Aplikasi (Kasir/POS, Inventaris), serta interupsi kinerja platform.
- Manajemen Identitas & Akun: Prosedur otentikasi (Login), pengaturan ulang kredensial (Reset Password), verifikasi entitas, modifikasi profil, serta pengaturan hak akses hirarki pengguna (Role/Permission).
- Langganan & Komersial: Aktivasi paket lisensi komersial, perpanjangan masa aktif (Renewal), eskalasi/penurunan paket (Upgrade/Downgrade), sinkronisasi penagihan (Invoice), dan pelaporan anomali pembayaran.
- Layanan Integrasi Eksternal: Panduan konfigurasi sistem terhadap layanan pihak ketiga yang disahkan, meliputi Google Workspace, Google Calendar, Google Meet, WhatsApp Business API, Payment Gateway, integrasi Lokapasar (Marketplace), serta otorisasi API eksternal.
- Modul Kecerdasan Buatan (AI): Asistensi operasional yang berkaitan dengan fungsionalitas AI Assistant, ekstraksi AI Insight, parameter AI Automation, panduan rekomendasi cerdas, dan perumusan prompt yang presisi.
5. Prosedur Pelaporan Insiden Berstandar
Guna memfasilitasi proses triase dan akselerasi resolusi masalah, Pengguna diwajibkan untuk menyampaikan informasi teknis secara komprehensif saat mengajukan tiket keluhan. Parameter yang dibutuhkan mencakup:
- Identitas Entitas (Nama Perusahaan, Nama Pengguna, Alamat Email terdaftar, dan Nomor Telepon aktif).
- Deskripsi spesifik mengenai anomali atau insiden yang terjadi.
- Cap waktu kejadian insiden secara presisi (Tanggal dan Waktu).
- Bukti dokumentasi visual (Tangkapan layar / Screenshot atau video layar) terkait notifikasi galat (error).
- Penjelasan rinci mengenai runtutan tindakan operasional yang diambil sesaat sebelum anomali terpicu.
6. Matriks Target Waktu Tanggapan (SLA)
Setiap tiket keluhan yang masuk akan diklasifikasikan dan dieskalasi merujuk pada standar Service Level Agreement (SLA) berdasarkan tingkat urgensi fungsional berikut:
| Kategori Insiden | Target Tanggapan Awal (Response Time) |
|---|---|
| Gangguan Kritis (Pemadaman Sistem) | ≤ 2 Jam Operasional Kerja * |
| Kendala Teknis Fungsional | ≤ 1 Hari Operasional Kerja |
| Pertanyaan Umum / Manajerial | ≤ 1 Hari Operasional Kerja |
| Permintaan Peningkatan Fitur | ≤ 2 Hari Operasional Kerja |
| Umpan Balik dan Saran (Feedback) | ≤ 2 Hari Operasional Kerja |
* Peringatan: Matriks jaminan layanan prioritas tinggi berlaku secara eksklusif bagi Pengguna yang berlangganan tier komersial tertentu sesuai ketentuan polis SLA yang disepakati dalam kontrak berlangganan.
7. Ketersediaan Sistem dan Diseminasi Informasi
Sebagai langkah pengamanan dan mitigasi preventif, Perusahaan dapat sewaktu-waktu melaksanakan pemeliharaan sistem (System Maintenance). Informasi mengenai interupsi layanan terencana maupun insiden pemadaman paksa akan didiseminasikan melalui kanal:
- Notifikasi peringatan di dalam Dasbor NTM Business.
- Pengumuman publik pada Situs Web resmi Kami.
- Transmisi pemberitahuan via Email secara langsung ke entitas akun Pengguna (untuk insiden berskala besar).
8. Layanan Administratif Lanjut
Tim NTM Business merepresentasikan entitas dukungan sebagai mitra strategis dalam ekspansi komersial Anda. Segala bentuk permohonan yang membutuhkan perhatian administratif khusus dapat dialamatkan ke:
PT Nusantara Teknologi Makmur
🌐 Web: https://ntmbusiness.com
📧 Email: support@ntmbusiness.com
📍 Bandar Lampung, Indonesia
NTM Business Support Center
Effective Date: July 18, 2026
1. Our Service Commitment
PT Nusantara Teknologi Makmur ("We" or "Company") believes that excellent customer support is the essence of business continuity. We are committed to providing responsive, measurable, and solution-oriented after-sales services and technical support. Through this Support Center, We facilitate the resolution of operational constraints, system usage guidance, and implementation consultation so that your NTM Business ecosystem ("Application") can operate optimally.
2. Official Communication Channels
Users may submit complaints, incident reports, or managerial inquiries exclusively through Our official correspondence channels:
- Electronic Mail (Email): support@ntmbusiness.com
- Help Portal (Website): https://ntmbusiness.com
3. Service Operating Hours
Our Customer Support Team operates and processes all service request tickets on the following schedule:
- Business Days: Monday – Friday
- Operating Hours: 09:00 AM – 05:00 PM WIB (UTC+7)
- Note: Support services do not operate on weekends (Saturday & Sunday) and legally established National Holidays in the jurisdiction of the Republic of Indonesia.
4. Classification and Scope of Support
To achieve efficiency in handling escalation, Our support services cover the following functional areas:
- Technical & Operational Assistance: Resolution of access constraints (bugs), operation guidance for Application modules (Cashier/POS, Inventory), and platform performance interruptions.
- Identity & Account Management: Authentication procedures (Login), credential resets (Reset Password), entity verification, profile modification, and user hierarchy access rights settings (Role/Permission).
- Subscription & Commercial: Activation of commercial license packages, active period extension (Renewal), package escalation/reduction (Upgrade/Downgrade), billing synchronization (Invoice), and reporting of payment anomalies.
- External Integration Services: System configuration guidance for authorized third-party services, including Google Workspace, Google Calendar, Google Meet, WhatsApp Business API, Payment Gateways, Marketplace integrations, and external API authorization.
- Artificial Intelligence (AI) Modules: Operational assistance related to AI Assistant functionality, AI Insight extraction, AI Automation parameters, smart recommendation guidance, and precise prompt formulation.
5. Standardized Incident Reporting Procedure
To facilitate the triage process and accelerate problem resolution, Users are required to provide comprehensive technical information when submitting a complaint ticket. The required parameters include:
- Entity Identity (Company Name, Username, Registered Email Address, and Active Phone Number).
- A specific description of the anomaly or incident that occurred.
- Precise timestamp of the incident occurrence (Date and Time).
- Visual documentation evidence (Screenshots or screen recordings) related to error notifications.
- A detailed explanation of the sequence of operational actions taken immediately before the anomaly was triggered.
6. Response Time Target Matrix (SLA)
Every incoming complaint ticket will be classified and escalated referring to the Service Level Agreement (SLA) standards based on the following functional urgency levels:
| Incident Category | Initial Response Time Target |
|---|---|
| Critical Disruption (System Outage) | ≤ 2 Business Operating Hours * |
| Functional Technical Constraints | ≤ 1 Business Operating Day |
| General / Managerial Inquiries | ≤ 1 Business Operating Day |
| Feature Enhancement Requests | ≤ 2 Business Operating Days |
| Feedback and Suggestions | ≤ 2 Business Operating Days |
* Warning: High-priority service guarantee matrices apply exclusively to Users who subscribe to certain commercial tiers according to the provisions of the SLA policy agreed upon in the subscription contract.
7. System Availability and Information Dissemination
As a safeguard and preventive mitigation measure, the Company may carry out System Maintenance at any time. Information regarding planned service interruptions or forced outage incidents will be disseminated through these channels:
- Warning notifications within the NTM Business Dashboard.
- Public announcements on Our official Website.
- Direct notification transmissions via Email to User account entities (for large-scale incidents).
8. Advanced Administrative Services
The NTM Business team represents a support entity as a strategic partner in your commercial expansion. Any requests requiring special administrative attention can be addressed to:
PT Nusantara Teknologi Makmur
🌐 Web: https://ntmbusiness.com
📧 Email: support@ntmbusiness.com
📍 Bandar Lampung, Indonesia