Question 1

What is the procedure to terminate our SPKi subscription?

Accepted Answer

The client must provide an official letter about the termination request. The letter must include the following details.
Inform regarding termination expressing your desire to terminate your subscription.
Reason of termination (e.g.: Cease Operation & no longer subject to the definition of Designated Premises under the Fire Service Act 1988 (Act 341)
The letter must include the company letterhead and must be signed and stamped by JBPM’s Officer.
Send an official letter of request to customercare@isnet.my, expressing your desire to terminate your subscription.
Ensure all that outstanding payments have been cleared.
Once all payments have been made, we will assign a contractor to dismantle the SPKi panel at the designated premises.
Please note that the termination process cannot be completed until outstanding payments have been resolved and the SPKi panel has been removed from the premises. If you have any questions or concerns, please do not hesitate to contact us. This is subject to the agreement between your premise and Iscada Net Sdn Bhd.

Question 2

May I know what is IFSP S/N mean as stated in the PIC Change Form?

Accepted Answer

IFSP serial number is the number stated on your SPKi panel. It is unique number and it may start from 220. or AZ300. If you cannot find the IFSP S/N on the SPKi panel, you may call our Customer Service number at 03 6730 2400 for further assistance.

Question 3

I forgot my login password and I am not able to login into my account, what should I do?

Accepted Answer

If you have forgotten your login password and are unable to access your account, there are a few steps you can take to try and recover your account.
Try resetting your password: Our isnet.my websites allow you to reset your password online. Hit the main page of isnet.my login page and click on “Forgot password” This will send an email to your registered email address with instructions on how to reset your password.
Contact customer care: If you are unable to reset your password online, or if you do not have access to the registered email address, you may contact our Customer Care team for assistance. We may be able to help you reset your password and recover your account.

Question 4

How do I request to change the PIC for my premise?

Accepted Answer

To request a change of the person-in-charge (PIC for your premise, you can follow these steps:
The PIC change form can be downloaded from our website isnet.my:
Download the PIC Change form and fill it out with the required information. This may include your contact information, and the details of the new PIC you wish to designate.
Email the completed form to the specified email address, which in this case is customercare@isnet.my.

Question 5

Can I add an extra person in charge (PIC) for my premise?

Accepted Answer

Yes, you may request to add an extra PIC with an additional payment of RM572.40 yearly per person.

Question 6

How does an SPKi panel works?

Accepted Answer

An SPKi panel is a system that helps to detect and alert authorities in the event of a fire. When an alarm is triggered by the Main Fire Alarm Panel (MFAP), the SPKi panel sends a signal to the SPKi server and an SMS alert is sent to the registered person in charge (PIC) of the premise. The Isnet Monitoring Centre (IMC) contacts the PIC to verify the situation and, if there is a real fire, the IMC will contact the JBPM (Jabatan Bomba dan Penyelamat Malaysia) for immediate action. If the alarm was a false or false alarm, the PIC will need to reset the MFAP to ensure the SPKi panel remains online.

Question 7

Do I need to renew the SPKi subscription?

Accepted Answer

SPKi renewal is under a yearly subscription. The renewal quotation will be generated and available in our portal isnet.my, three months before the expiry date. As a subscriber, you will be able to access and download the renewal quotation and the necessary action to renew the subscription before it expires.

Question 8

How long does it take for the SPKi agreement to be processed?

Accepted Answer

Normally it will take around 2 months after the installation has been completed. However, it is still subject to LHDN’s approval on the stamp duty process.

Question 9

How much do I need to pay for the SPKi registration and the yearly subscription?

Accepted Answer

The first-year subscription fee for the Standard plan is RM6,680 and the renewal fee is RM2,834.40. For the ExStandard plan, the first-year subscription fee is RM7,760 and the renewal fee is RM3,914.40. All prices stated are inclusive of 6% Service Tax.

Question 10

How long does it take for an SPKi panel to be installed after I have made the subscription payment?

Accepted Answer

The installation of an SPKi panel will be completed within 30 business days after payment is received for locations in Peninsular Malaysia. For Sabah, Sarawak and Labuan, the installation will be completed within 60 business days after payment is received. Before the installation, a Technical Officer will contact you for a verification call to confirm the arrangement.

Question 11

How do I register for an SPKi account?

Accepted Answer

Go to https://dashboard.isnet.my/panel/register and fill out the required information to create an account.
Check your email for a verification message and follow the instructions to verify your account and create a new password.
Log in to the system and register your building information (Designated premises).
Wait for your application to be reviewed and approved, which should take place within 24 hours.
Once your application has been approved, you can download the necessary documents such as the Quotation and Agreement

Question 12

How to get a Renewal Quotation from System Portal?

Accepted Answer

To obtain a renewal quotation from the system portal, follow these steps:
Keep an eye out for a notification or reminder from our auto-generated system, which will be sent to you via email within 3 months before your subscription expiration date.
Log in to the system portal and navigate to the “Billing” section.
From there, you will be able to view your renewal quotation by clicking on the “Quotation” button.
Alternatively, you may also be able to request a renewal quotation by contacting customer service or your account representative. They will be able to assist you with obtaining a quote and renewing your subscription.

Question 13

We missed signing the SPKi Agreement during the 1st year. Can we skip the outstanding payment and pay for the current payment instead?

Accepted Answer

We are sorry, but it is not possible to skip the outstanding payment for the past year. Our SPKi Agreement was generated on the day your registration was completed, and it is required that all payments for the services provided be made promptly. While you may miss signing the agreement initially, the services were still provided to your company and we have been monitoring your company 24/7 for the past year. Therefore, it is necessary for you to make an outstanding payment in addition to the current payment. We understand that this may be inconvenient but all payments must be made by the terms of the agreement.

Question 14

How do we request a cheque collection outside Klang Valley?

Accepted Answer

Thank you for your request for a cheque collection outside of Klang Valley. Unfortunately, we are unable to accommodate this request as the location is beyond our cheque collection coverage area. However, we would be happy to assist you in other ways. You then have the option to courier the cheque to the following address:
Wisma iS.net, B7-2-10,B7-3-10,B7-3A-10,Jalan Teknologi 2/1E,
Kota Damansara, 47810 Petaling Jaya, Selangor.
OR,
Kindly bank in the cheque to ISCADA NET SDN BHD,
MAYBANK (Account no: 564726679488) or CIMB ISLAMIC BANK BHD (Account no: 8600664503)
We apologize for any inconvenience this may cause and appreciate your understanding.
Please do not hesitate to contact us if you have any further questions or concerns.

Question 15

How to get iSnet Planned Preventive Maintenance (iPPM) Quotation from System Portal?

Accepted Answer

To obtain a quotation for the Isnet Planned Preventive Maintenance (iPPM) package, please follow these steps:
Visit our system portal at www.isnet.my.
Click on the “iPPM Package” or “Ippm Package Upon Request” link.
If you wish to subscribe to one of the packages, please send an email to our finance department requesting a quotation.
Our finance team will then provide you with the requested quotation.
Alternatively, you can contact our finance department directly to request a quotation for the iPPM package. They will be happy to assist you and provide you with more information about the package.

Question 16

Is there any discount available?

Accepted Answer

We understand that you are interested in receiving a discount on the SPKi subscription. Unfortunately, the SPKi pricing is regulated by the Jabatan Bomba dan Penyelamat Malaysia (JBPM) and we are not able to offer any discounts at this time. The quotation you received is the standard pricing for the device in Malaysia, including Sabah and Sarawak. We apologize for any inconvenience this may cause. Thank you for your understanding.

Question 17

What is the next step once the Subscriber has made the payment?

Accepted Answer

Once the Subscriber has made the payment, the next step is to send an email to finance@isnet.my and creditmanagement@isnet.my with the payment slip attached. Upon receiving the email, we will provide the Subscriber with the Official Receipt for their payment. This will ensure that the payment has been properly recorded and that the subscribers have a record of their payment.

Question 18

When will the Proforma Invoice be generated?

Accepted Answer

Once we receive your purchase order in our system, our finance department will generate the proforma invoice. You will be able to download the proforma invoice within five business days.

Question 19

How to upload Purchase Order into the System Portal?

Accepted Answer

To upload a Purchase Order into the System Portal, follow these steps:
Go to www.isnet.my.
Click on “Billing” in the menu.
Click on “Action and View” in the submenu.
Click on “Upload and choose File”.
Click on “Submit” to return to the list of Purchase Orders.
Remember to follow your organization’s policies and procedures for purchasing and uploading Purchase Orders into the system.

Question 20

What should PiC do upon receiving SMS from SPKi?

Accepted Answer

The PiC should immediately inspect the premise to verify the alarm status:
Real Fire occurred:
Step 1: Click on the link provided in the SMS to (SPKi Alert Conversation Log)
Step 2: Press the Real Fire button and iStation in JBPM activated
Step 3: Inform our iMC upon receiving the verification call
False Alarm occurred:
Step 1: Click on the link provided in the SMS to (SPKi Alert Conversation Log)
Step 2: Press the False Alarm button and RESET your MFAP to eliminate the false signals. The signals will be recorded by system and not escalated to JBPM.
Step 3: Inform our iMC upon receiving the verification call
Should you require extra time to verify the alarm, inform our iMC upon receiving a call and we will be on standby under any circumstances.

Question 21

What will happen if our PiC does not respond on SMS and call from iMC?

Accepted Answer

Should iMC didn’t get any response, the information will be escalated to the related PGO mentioning “SPKi received fire alarm signal from your site and didn’t get any confirmation”. The PGO will take the next action by their discretions.

Question 22

How to perform the 1st level of troubleshooting (self-troubleshoot/over-the-phone guidance)?

Accepted Answer

Normally, our technician requires information about the physical condition of the SPKi Panel, such as the MCB status and LED patterns. If necessary, you may need to perform a hard reboot by disconnecting the battery terminal, turning off the MCB, and then restoring it after 1 minute. If you're unsure, please don't attempt this.

Question 23

How many compulsory physical services will be provided for SPKi subscribers?

Accepted Answer

For a Basic Package subscription, there will be two (2) compulsory physical visits from authorized SPKi technicians per year. Upon completion of each visit, a hard copy of iSnet Readiness Test (iRT) report will be provided.
We also offering extra services to suit your requirements. Kindly send your request to sales@isnet.my.

Question 24

What should we do if a SMS alert is not received while testing Main Fire Alarm Panel (MFAP)?

Accepted Answer

Important: SPKi is purely depends on the output alarm signal availability from your MFAP when the alarm is triggered. Should your appointed Fire Contractor verify it is available, please immediately contact our technical hotline at 0367302400 for assistance. Alternatively, you can also reach out to our iSnet Monitoring Centre (iMC) at 0367302425 or 0367302426 or 0367302428 for further support.

Question 25

What is the SPKi response time once the alarm is triggered?

Accepted Answer

Once an alarm is triggered, typically the PiC will receive the SMS within 15 seconds and followed by a verification call from our iSnet Monitoring Centre (iMC). The response time may vary depending on the specific circumstances, but our goal is to always respond as quickly as possible to ensure the safety and well-being of those involved.

How can we help?

All questions

No matching questions