Aims to be “The Preferred IT Service Provider” in Malaysia, Highpoint has spent tremendous

effort in building its service infrastructure and manpower skills to ensure that Acer customers have
full confidence in them, namely its support services, strength and commitment. 
The network connectivity is further enhanced by fiber optic links deployed at each center, allowing
real-time access to technical resources in Malaysia and with its overseas alliances.   
The highly-skilled engineers at branch offices have at their disposal, servicing tools, diagnostic
programs, testing equipment and spare parts to support all the equipment under their maintenance.
Operations in various centers is controlled by a field service performance tracking system and
consolidated in Highpoint headquarters. 

To further upgrade the consistent level of Highpoint’s services and to implement standard
procedures and approaches in its service operations, the management of Highpoint has set its sight
and commitment to achieving the ISO 9000 certification in due course. 
Currently, Highpoint has more than 100 employees countrywide and draws from a pool of talent,
resources and facilities to serve dealers’ and corporate users’ needs. Highpoint is ever willing to
invest in the latest key technologies and manpower training to positively contribute to achieving
Malaysia’s vision to be a leading IT nation.
 
"Acer Customer Service Center" At Taman Perindustrian UEP
One Of The Largest Technical Support Facility In The Nation
Challenges Existing Customer Service Standards
With an unrivalled understanding of customer care, the most complete Acer Customer Service
Center can be found at Highpoint HQ, Subang Jaya - notably the largest and most impressive in
Malaysia.  

Being the headquarters, the entire center, occupying an area of more than 20,000 square feet, is
designed to accommodate the Service Center with on-site support team, Acer Call Center, Technical
Support and Laboratory Group (including training facilities), Central Library, Repair Center and spare
parts store (Service Logistics). This center also provides complete value-added technical services and
support to its 16 branches countrywide.

Customer-centric Professionalism At Highpoint HQ

Highpoint is a convenient one-stop shop for carry-in services, providing Acer users direct and easy
access to technical support and expertise. The center welcomes IT products carry-in for general
servicing, maintenance, repairs or upgrades. It serves as one of the support locations around the
world, servicing Acer Mobile PCs under the International Traveller’s Warranty.  
To provide quick solutions, repairs and prompt attention for your computing needs, this Center has a
50-foot long Customer Service Counter – possibly the longest, instant IT service counter in Malaysia.
This area is designed to allow patrons to observe the skillful engineers perform diagnostics and
service, or modify computer systems. 

Providing a highly personalized and responsive service, the pool of professionally trained engineers
perform immediate trouble-shooting and minor repairs. Under the Acer Customer Service program,
Highpoint’s objective is to provide a next-day service turnaround with maximum customer
satisfaction. At least 95% of carry-in services to the center at USJ are resolved “on-the-spot”,
meeting Acer customer’s needs right away.  

Alternatively, customers are immediately advised if their machines require major repairs or
upgrades that require more than two days to complete – there’s no time wasted for customers. 
At the Acer Customer Service Center, diagnostics, trouble-shooting and remedial and preventive
maintenance, including system repairs take place. Sophisticated electronic test equipment assures
proper diagnosis and prompt action to repair any faulty parts or equipment. 
The facility is also equipped with a Technical Laboratory to oversee implementation of strict quality
standards, installation of components, burn-in tests, issuance of product test verification,
certification of pre-launched hardware and software, and supervision of systems upgrading.
IT Support Services
 
Professional IT Consultancy 
Highpoint expertise covers a wide range of IT-related services & IT solutions for customers.
Customer can rely on its friendly technical advisor that will suit the specific requirements in their
respective IT environment. Highpoint is capable to attend and repair most of the IT industry leading
products as below:

Business/commercial PC, notebooks & netbooks

Intel/AMD based servers
LCD monitor & projector
Mono/color laser printers
Ink-jet printers (standard & all-in-one)
Network hubs, switches & routers
Computer hardware peripherals

In addition, Highpoint also provides outsourcing services to corporate customers and home users
through its business partners which include:
Integrated access services
Networking Integration & Consultancy
ICT project management
Competency centre services
Call Centre Services
Storage Management
Disaster Recovery
Building of data centre
Network cable installation
Site inspection
Delivery & setup of IT hardware
Extended warranty services
User training & commissioning
Customer Walk In Service 

Highpoint has made available with a unique service to customers, who wish to send in their faulty IT
hardware to any of its 16 service centre for an over-the-counter inspection and on-time repair. This
service is performed in front of the customers by service engineers, who are competent to explain
the IT hardware problems and resolution available. This allows Highpoint engineers to have a better
understanding of the customers' problem with the affected machines, which leads to a quick
resolution. Most of the customers are able to return home with their machines repaired within the
same day.

Dedicated Assistance
Highpoint supports computer users from corporate clients to small-office/home-office (soho) owners
and home users. Highpoint implements preventive maintenance to customers who require reduced
downtime, as well as standby services for mission critical IT infrastructures. Highpoint provides
scheduler maintenance on a contractual basis for greater reliability on the service level. Its
technicians are ready to assist you in an ad-hoc manner, if customer require attention but not
covered by maintenance contract. Customers may also utilize Highpoint outstanding services for
precise access to highly skilled resources following careful study and analysis of their IT
requirements.
Remedial Services
Highpoint is committed on ensuring minimal interruption to customers' machines whenever it
breakdowns. Engineers have availed a range of services to quickly rectify any problems reported by
the customers, which made possible by its well stock of spare parts inventory.
 
Preventive Maintenance
Working environment cleanliness is one of the leading factors of hardware failure issue in every
company. With Highpoint preventive maintenance, all moving components are thoroughly cleaned
and lubricated during service visits. Hardware casing is opened and dust is removed from the
motherboard and all system boards, while customers can select to have their machines checked for
possible wear and tear. If any defects are detected, customers can decide to have the affected parts
replace/service to prevent a potential breakdown.
 
Ad-Hoc Services
If customers do not have any service contract with Highpoint, they take advantage of our skills and
expertise through our Ad Hoc services. Those customers require an on-site technical support to
repair their hardware but not covered by any maintenance contract, Highpoint will provide a full
range of ad-hoc basis services to meet customers' needs.
 
Standby Services
For customers whose run their business into extend business hours (before 9am or after 6pm) and
required technical support, Highpoint can commit to a complimentary standby-service which will
enable the customers to contact its' support engineers within the agreed support hours. This will
ensure minimal interruption to customers' business with no waiting until next business day on site.
 
Outsourcing Services
IT infrastructure has become more and more important for each Enterprise, and IT increases its
demand on reliability, availability and adaptability of each Enterprise. For an organization that needs
to meet the demand of low IT operation cost, effective work and professional technical support
synchronously, outsourcing services can help to reach better information construction and high
application level.
Innovative Solutions
 
Integrated Access Management
Highpoint formulates solutions that are specific to the IT issue customers encounter and address
their growing needs to provide comprehensive care on-time. From the basic support like upgrading
graphics card to handle complex 3D-modeling and animation, to the advanced like designing secure
integrated access to protect network integrity, customers will receive immediate and personal
attention from Highpoint's highly qualified IT experts.
 
Network System Integration & Consultancy
Highpoint assists customers in planning, designing, organizing, implementing, executing and
commissioning a new network infrastructure or current network environment. With a group of
highly skilled network engineers, it offers a wide range of networking services. These services
include:
 
Networking Consultancy
Highpoint provides consultation and architectural design to customers' needs and requirements and
furnishing them with a comprehensive report on the current systems available which will assist in
decision making.
 
Network Integration
Implementation of fully integrated network system for customers, to built/enhance integrated
network security solution which simplifies network management and reduce total cost of
investment.
 
Network Performance
Intelligent & end-to-end network management maximizes the performance of WAN/LAN bandwidth
to serve maximum users and conduct more business over the Internet.
 
Structural Cabling
In network system, structured cabling is crucial, as failing can lead to disastrous results when
trouble-shooting. Our professional support team provides services in structured cabling for
customers to achieve high network availability.

IT Project Management
IT project management offers its own unique challenges to most customers. It includes:
Limitation of in-house support team on "technology know-how"
Short of delivery timeframe
Demands pose by end users
Limited budget for projects accomplishment
Geographical variant of site/branch offices
Highpoint's well trained and experienced support team provides customers with invaluable IT
project management to ensure success in the implementation of customer's IT project. In addition, it
has the equally trained support team based throughout the major towns in Malaysia to complement
with its HQ. Therefore Highpoint is able to assist customers who are implementing IT project which
required roll-out to all locations in Malaysia. 
 
Key components of IT project management include:
Helping in define deployment strategy
Planning of implementation schedule
Coordinating with selected principal, supplier and user
Managing roll-out plan to meet targeted completion date
Reporting project progress to the management
DELL SUPPORT CONTACT

- Consumer Basic Support (Desktops, Notebooks, Tablets, Workstations, Others)

Monday – Friday 9 am–6 pm
1800880022 | 006046072074 (Toll)

- Commercial Client Basic Support (Desktops, Notebooks, Tablets, Workstations, Others)

Monday – Friday 9 am–6 pm
1800880193 | 006046072100 (Toll)

- Enterprise Basic Support (Networking, Servers, Storage, Wyse)

Monday – Friday 9 am–6 pm
1800881386 | 006046072179 (Toll)

- Client ProSupport, Premium Support and Enterprise ProSupport (Desktops, Notebooks, Tablets,
Workstations, Others, (Networking, Servers, Storage, Wyse)) 24x7
1800880432 | 006046072200 (Toll)

- Dell EMC Support (Storage, Data Protection and Converged Infrastructure support only.) 24x7
1800882853

- VMware 24x7
1800880439

- ProSupport for Client Software 24x7

1800880433 Extension/Solution ID 300904
For international support numbers for Dell Data Security products click here.

ACER SUPPORT

Tollfree Acer Call Center (1800-88-1918)

APPLE SUPPORT

1-800 803 638

https://training.apple.com/

HP

HP Partner Portal

1800 88 4889.
Research your target market
Finding out about your customers
It's likely that you already have a clear idea of the types of customer that you hope your business will
attract. When you make an estimate of the number of potential customers, give some thought to the
following:
 what is the size of the local population? Are there enough people to support your shop?
 what is the local population like? For example, are people affluent? Is it a mostly residential or mostly
business area?
 what is the size of the local business community?
 what types of businesses are present in your area? For example, are local businesses mainly
manufacturing based, service based, retail based or technology based?
 if you're planning to sell online, how will you stand out from your competitors?
Remember that market research is an ongoing process. After you start your business, it's a good idea
to talk to your customers to find out more about their needs and wants. Take note of the types of
product that are popular and those that are not good sellers.

Finding out about your competitors

How well are your potential customers already served by existing businesses? Some of your most
important competitors are other specialist computer retailers in the area. Look out for branches of
large chains, such as PC World (which increasingly trades from dual branded Currys/PC World
outlets). Don't forget other retailers that sell computers and accessories, for example electrical
retailers like the Apple stores, office supplies retailers like Staples, large supermarkets and so on.
If you intend to operate as a 'value-added reseller' (VAR), find out about other businesses in the area
that offer similar services to your own. A browse on Yell.com and other similar online directories may
be helpful, as many advertisers give details of the types of service they offer. You could also look at
local print directories. Local VARs' websites will give you the same information, and possibly
additional useful details of pricing that would not necessarily be included in an advertisement in a
business directory. Bear in mind that large businesses and organisations in your area may look
nationally rather than just locally when seeking a contractor to carry out a major IT hardware project.
Try to identify four or five businesses that you think will be your most important local competitors. If
possible, visit their outlets and make a note of the following:
 are they computer specialists or other types of retailer
 are they part of a large national chain
 what types of product do they focus on (for example games or business systems)
 what, if any, services do they offer
 do they hold any special qualifications, for example 'authorised reseller' for a major manufacturer
 where are they located (for example High Street, retail park, secondary location)
 what are their outlets like - are they large and modern, small and shabby
Be aware that all types of computer hardware and software are available from sources other than the
High Street in particular online retailers and mail order specialists, many of whom take advantage of
their low operating costs to offer goods at very competitive prices. Remember too that many
manufacturers sell their products direct to the end user.
Selling in-store finance
Buying computers and peripherals can be a large expensive purchase. Some customers may be unwilling or
unable to pay for their new hardware all in one go and would prefer to spread the cost over several months.
You may want to offer credit to these customers through a specialist finance company. Several such companies
exist and, between them, they offer a range of different in-store finance packages for retailers.
Some of the finance packages available which you might use to attract customers include:
 card based credit accounts
 standard interest bearing credit
 subsidised interest rate credit
 interest free credit
 deferred payment (buy now pay later) credit
When you sell something on finance you will have to fill in a credit application with the customer. Your finance
company will then give a decision on whether to accept the application. All being well, the transaction will be
completed quite quickly and you will receive payment for the goods from the finance company within a few days.
You will usually also be paid commission. This is normally based on a percentage of the value of the sale and
paid to you separately at the end of the month.
Most finance companies will expect you to meet certain requirements and standards before agreeing to do
business with you. Some will only deal with businesses that have been trading for a certain minimum length of
time, often two years.
Shop around when it comes to choosing which finance company you will deal with. Their terms and working
practices vary. When choosing which one is best suited to your business, bear in mind the following:
 what type of finance packages are most likely to appeal to your customers
 how promptly will you receive payment from the finance company
 how much commission are you offered
 how quickly will your customers' credit applications be turned around
 what level of back-up and support is available to you
You will need consumer credit authorisation if you want to offer finance to your customers. This is obtained from
the Financial Conduct Authority (FCA). For more details visit the FCA website.

Goods and services offered

There is a wide range of goods and services that you might offer, depending on the focus of your business and
on the skills and experience that you and your staff have.

Selling computers and accessories

There are several different ways in which you could supply computer systems, including both desktop and laptop
systems that are:
 built to order on your premises
 built to order by a specialist
 ordered as required from a major manufacturer
 held in stock and sold 'off the shelf'
You might decide to stock used computer systems. This would be one way of differentiating your outlet from
those of the large multiple retailers - few if any of these stock secondhand goods. Other hardware items and
peripherals that you might decide to stock (or supply to order) include:
 netbooks and tablets
 monitors
 printers
 external drives, memory sticks and so on
 scanners, digital web cameras
 other office machines

Peripherals, consumables and accessories

Depending on how much retail space you have, you may decide to stock some or all of the following items:
 upgrade components such as processors, memory chips, network cards and so on
 printer consumables, blank CD ROMs, Blu-ray discs and DVDs
 cables, routers and connectors
 other small peripherals like joysticks, keyboards and so on
 computing books and training manuals
Software
There is a huge range of 'off the shelf' software that you might decide to stock. You may also 'bundle' certain
software packages with the computer systems that you sell. Examples of some types of software that you might
stock include:
 games
 office applications, such as word processing packages and accounting software
 graphics packages
 operating systems
 programming suites
 anti-virus and other protection packages
Note that many software packages are available in in 'Home' and 'Professional' form as well as 'new user' and
'upgrade'.

Services
Services that you might offer include:
 hardware servicing, repairs and maintenance
 system upgrades
 system consultancy and design
 on-site installations, set up and tuition
 technical support and advice
Depending on your skills and resources, you might also offer other computer services to your clients, for example
training, website hosting, bespoke software development and so on.
You might decide to offer your customers in-store finance. This may attract customers who would otherwise not
be able to afford to make large purchases. It may also earn you some extra income in the form of commission
from the finance company.

Hardware
Depending on the needs of your clients, your own expertise and on the focus of your business, the types of
hardware that you might supply and install include:
 enterprise networks, including server machines, client terminals, network cabling, routers and data storage
equipment
 intranet, internet and e-commerce server solutions
 retail systems, for example EPOS (electronic point of sale) hardware

Software
You will often be asked to supply, install and configure software as part of a complete package of 'value-added'
services. In some cases, you might be required to customise software packages or even produce bespoke
software for certain applications. Most clients will expect you to advise them correctly about licensing issues
where software is installed in a multi-user environment.
As well as stocking software products in physical format, you may also look to resell 'cloud' services to
businesses, for example software as a service (SAAS).

Services
As a VAR, the services that you provide are an integral part of the 'value-added' package that you offer. For
example, a client might require you to undertake all of the following:
 consult on their IT needs and recommend an optimal solution
 evaluate, select and supply the software and hardware best suited to their needs
 install and set up hardware and software, configuring the system to meet their particular requirements
 provide initial training and support for users of the new system
 provide on-site trouble shooting, upgrading and possibly maintenance on an ongoing basis
It may be advantageous to become a 'certified engineer', 'authorised reseller' or 'official sales partner' for certain
key hardware and/or software manufacturers.