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General Product FAQ

Q1.  What references are used in the development of the solution?     

Answer:   We adhere to business and tax regulations found in Asia while complying with the GAAP.  Business processes in the solution are designed in accordance to practices commonly found in Asia.

Q2.   Can I manage multiple companies with a single copy of the program?

Answer:   Yes, you can do so provided each company has a valid software serial number and access code. 

Q3.   Can I apply for additional user license at a later stage?

Answer:   Yes, you can do so as your organization grows.  Contact your local representatives to make the application or e-mail your request to contact@silktech.com.sg

Q4.   Do I need to purchase additional software for use with the program?

Answer:   The program comes with licensed Btrieve database engine.  If you have more than 3 users or require better performance, you may choose to purchase a database server product from Pervasive.  If you are making use of the bilingual toggle feature, you need to obtain a copy of Richwin or other software for language display. Please contact our consultant for an appropriate recommendation. 

Q5.   Do I need to have additional customization?

Answer:   The program comes with fully functional modules, standard forms and vouchers as well as built-in reports including financial statements.  You only need additional customization if you desire to redesign your forms, vouchers or financial statements.

Q6.   Can I implement the solutions in different phases?

Answer:   Yes, you implement the accounting and financial management solution first followed by the distribution, retail and mobile sales modules at a later stage.

Q7.   I do not need certain modules in the program.  Do I have to pay for these modules?

Answer:   Our flexible licensing scheme allows certain modules to be excluded.  You only pay for the modules you opted for.  Inform your representative of you preferences when applying for your user license.

Q8.   Will I be given software updates in the future?

Answer:   We offer software maintenance to our customers.  A typical maintenance contract will include support as well as software updates.

Q9.   How will the solution be implemented?

Answer:   We will assign consultants in charged of your implementation.  Together with your team of staff, our consultants will understand your requirements and implement the solution in several phases, with user involvement and signing off.

Q10.   What if I have a specific requirement that is not available in the program?

Answer:   You can bring up your requirement during the demo session.  Our consultant will see if there is a work around method to meet the requirement.  If we feel that your requirement is valid to other users, we may even provide it as a standard feature in the next release.

Q11.   What can bilingual toggle do for me?

Answer:   Bilingual toggle allows you to change the interface to another language (e.g. Chinese).  This is useful to users who are proficient in Chinese.  You can also store customer, vendor, product and other names in both languages for better identification.   

Q12.  Who are the users of the solution?   

Answer:   There is a large installed base of users in China, Singapore, Malaysia, and other parts of Asia.  Refer to our customer list and success stories for more information.

Q13.  Do I need to purchase specialized equipments in order to use the solution?

Answer:   No, the system works on equipments that meet industrial standards.  These include IBM compatible servers and workstations, Windows network operating system, standard printers and POS devices.   

Q14.  How do I know if my existing equipments are compatible?

Answer:   We can send our engineers to access your equipments and recommend upgrades if necessary. 

Q15.  What kind of after-sales support is available?

Answer:   Upon successful implementation, you will be offered a maintenance program.  Under the maintenance program, you will continue to receive unlimited support via phone, fax, and e-mail.  There will also be certain hours of on-site support under the maintenance program.  We can also arrange for support via remote access (remote access software e.g. pcAnywhere required) for more mission critical operations such as retail HQ.  You will also get the latest software updates and materials once they are released.  If you are in retail business, arrangement can also be made to cater to your operating hours.

Q16.  Will the program be updated should there be a change in regulations such as VAT/GST rates?

Answer:   Being closer to the user, we are in a better position to offer prompt solutions in the form of modifications or new versions to cater to such changes. 

Q17.  How can I view a demo of the solution?

Answer:   You can contact your local representatives to arrange for a demo or e-mail your request to contact@silktech.com.sg