FAQ

Find answers to common questions about vendor onboarding and post-approval processes in our FAQ sections below.

For vendors who need help on onboarding

Q1	What are the supportable solution categories under the programme?
	Answer: You may refer to the Vendor Self-Assessment Checklist Section under the Programme Page for the latest supportable solution categories.
Q2	My solution is a proven solution used by many MNCs, Governments Agencies, and/or enterprises from other countries for many years, but I do not have any local SME customers. Can I submit my solution for pre-approval? Can I submit Satisfied Customer Survey from my MNC, Government Agencies, or enterprise clients from other countries?
	Answer: We understand your solution has a strong track record internationally. However, to ensure the solution works well in the local context, we require references from Singapore SME customers specifically. To qualify, you'll need: At least 5 Singapore SME customers These local SMEs must have used your solution for minimum 6 months We encourage you to build up your local customer base and apply once you meet these requirements
Q3	How long must the satisfied SMEs be using my solution before they are qualified to fill up the Customer Satisfaction Survey?
	Answer: The 5 customers must have used your solution for at least 6 months and are still using the solutions as at the date of your submission.
Q4	My Solution is a Software-as-a-Service (SaaS) that anyone in the world can sign up and use, including SMEs in Singapore. I have more than 5 satisfied Singapore SME customers. My company can provide 24x7x365 customer support (phone support and email) from outside Singapore. Can I submit my solution for pre-approval?
	Answer: We are unable to pre-approve solution vendors that have no presence in Singapore. You must either setup a local office, or partner a local reseller to offer your solution. Your local office or partner may submit the solution for pre-approval if it meets all the mandatory requirements stated in the vendor self-assessment checklist.
Q5	My solution meets the requirements of multiple solution categories in the vendor self-assessment checklist, which checklist should I submit? My solution meets the requirements of multiple solution categories in the vendor self-assessment checklist, may I submit more than one solution for pre-approval?
	Answer: If your solution meets the mandatory requirements of multiple solution categories, you may choose to submit multiple vendor self-assessment checklists for your solution to be pre-approved under the respective solution categories. Each submitted checklist must come with its own set of supporting document as specified in the checklist, such as 5 satisfied customer surveys and past customer invoices.
Q6	My solution is widely utilised by SMEs in many industries but it is not listed in any of the solution categories in the checklists. Is my solution eligible to be pre-approved under SMEs Go Digital programme?
	Answer: Pre-approval under the programme is only available for solutions that align with our currently supportable solution categories with published assessment checklists. We are unable to consider applications for solutions that fall outside these established categories.
Q7	Is hardware bundled within packages applicable for grant?
	Answer: Generally, hardware costs are not eligible for grant support. However, there are specific exceptions where specialised hardware is essential for the solution to function properly. These exceptions only apply when the hardware is an integral component of the solution and necessary for its core functionality. Regular computer hardware, general-purpose devices, or optional accessories are not eligible for grant support.
Q8	I am a reseller of a proven solution (e.g. SAP Business One, Xero, Quickbooks, etc.) and it is already pre-approved under PSG, can I still participate in the programme?
	Answer: Yes, you can participate in the SMEs Go Digital Programme as a reseller, even if the solution you offer is already pre-approved under the programme by another vendor. Here's what you need to know: Our evaluation considers two key aspects: The solution's proven track record Your company's capability to provide quality service support Requirements for participation: You must be an authorised reseller of the solution You need to demonstrate your ability to provide comprehensive support services All standard onboarding requirements must be fulfilled Important points to note: Multiple vendors can be approved for the same solution Each vendor is evaluated independently based on their own merits Your service support capabilities are as important as the solution itself We encourage you to submit your application with documentation showing your partnership status and service support capabilities.
Q9	My Company does not require audited financial statement, would Management Accounts be sufficient for submission?
	Answer: Yes. Please provide the endorsed management accounts with company stamp and ACRA director’s signature.
Q10	My Company is incorporated for less than 1 year, can I submit financial statement of the parent company instead?
	Answer: We understand you are part of a larger organisation. However, to ensure each pre-approved vendor can independently support SMEs, we need to assess your company's own track record and financial standing. Your company will need to: Be incorporated for at least 18 months Submit your own financial statements We encourage you to apply once your company meets these requirements. This helps ensure you're well-positioned to serve our local SMEs.
Q11	How does IMDA assess if my company is financially stable?
	Answer: IMDA evaluates financial stability using two key financial metrics. To be eligible for pre-approval under the programme, your company must meet both of the following criteria: Net Positive Equity Formula: Total Assets - Total Liabilities > 0 This must be demonstrated in your latest financial statement Indicates your company has more assets than liabilities Current Ratio Formula: Current Assets ÷ Current Liabilities ≥ 1 Measures your company's ability to pay short-term obligations A ratio of 1 or higher shows you have sufficient liquid assets to cover immediate liabilities These requirements help ensure that participating companies have the financial capacity to deliver and support their solutions effectively. Please ensure your submitted financial statements clearly show these metrics.
Q12	Is there a minimum requirement for local shareholding in my company to be eligible?
	There is no requirement regarding the percentage of local shareholding. As long as your company meets the basic eligibility criteria of being: 1. Registered in Singapore 2. In operation for at least 18 months 3. In good financial health 4. Having a satisfactory track record with government agencies 5. Proof of at least 5 SME customers satisfied with your service 6. Able to provide at least 8 hours x 5 weekdays of post-sales support via on-site/teleconference and be reachable 24/7
Q13	How do I contact IMDA if my solution does not fit into any existing solution category?
	If you have an innovative solution that does not match any existing categories, please provide the information via this form.
Q14	Is there anywhere that I can check if my customers have completed the customer satisfaction surveys?
	You may contact your customers directly to check if they have completed the satisfaction surveys

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