How DISC support requests are handled.

Support contact and ownership

The official support channel is admin@hrdcorptrainer.com. Support is managed by one designated Abundant Impact owner. No separate backup support owner is currently assigned.

Requests should come from a registered client administrator email whenever possible. Participants should first contact their client administrator unless the request concerns privacy, security, or an already released report.

Support hours

Support hours are Monday to Friday, 9:00 a.m. to 5:00 p.m. Malaysia time, excluding Malaysian public holidays.

A support hour is an hour inside those stated hours. Time outside support hours does not count towards a response target. A business day is one stated support day.

First-response targets

• Standard requests: First response within three business days.
• Critical requests: First response within six support hours.

Critical requests are limited to a suspected privacy or security incident affecting the platform, or a complete production outage preventing all users from accessing it. Payment failures, missing emails, individual coupon issues, report corrections, and deletion requests are standard unless they form part of a critical incident.

A first response confirms receipt, provides a case reference when needed, identifies required information, and states the next step. It does not promise resolution within the response target.

Information required

• Client organisation and registered administrator email.
• Affected participant name or internal participant reference.
• The page or action involved.
• Expected result and actual result.
• Date and approximate Malaysia time of the event.
• A redacted screenshot, if useful.

Do not send a password, multi-factor authentication code, recovery code, complete coupon code, assessment answers, private report, Stripe secret, webhook secret, or encryption key.

Covered support

• Confirmed payments that did not create the expected coupons.
• Missing invitations, reminders, completion notices, or report notices.
• Coupon assignment, status, deadline, expiry, or access problems.
• Assessment saving, resuming, submission, scoring, or report-rendering faults.
• Participant detail corrections requiring master-administrator access.
• Participant-deletion requests and approved privacy processes.
• Suspected unauthorised access, data exposure, or security incidents.

Service limits

Standard support does not include personal DISC coaching, facilitated workshops, customised reports, manual changes to calculated scores, legal advice, client device or network administration, or guarantees that a mail provider will place an email in the inbox.

The platform and third-party providers may occasionally be unavailable. These terms do not guarantee uninterrupted service or a fixed resolution time.

Report and scoring corrections

Support may correct verified identity, assignment, access, or rendering errors. Calculated DISC scores are not edited to achieve a preferred result. A suspected scoring fault is checked against submitted answers, the final answer mapping, the scoring version, and report rendering. Authorised changes after an assessment starts are audited.

DISC reports describe behavioural tendencies and are not medical or psychological diagnoses. They must not be used alone for a high-impact employment decision.

Privacy and authorised access

Master administrators cannot open a private report merely because a support request exists. Report access requires a time-limited support grant containing the reason and case reference. Access and actions are recorded.

Client administrators submit participant-deletion requests through the portal. An authorised master administrator reviews, approves, and records the deletion under the approved privacy and retention policies.

Provider details

ABUNDANT IMPACT SDN BHD, company number 201901000875 (1310201-K), Unit 1.3.19 Level 3 Pearl Point, Batu 5 Jalan Klang Lama, 58000 Kuala Lumpur, Malaysia.

Email admin@hrdcorptrainer.com.