General principles

  • Customers using Hi-Tech Cloud services are assured of their lawful rights, in accordance with the contract and with applicable law.
  • All customer questions and complaints relating to service quality are received and resolved promptly, in a receptive and good-faith spirit. The maximum resolution time is 20 days.
  • Statute of limitations for complaints and litigation:
    • – No more than 90 days for service quality issues.
    • – No more than 30 days for business matters
  • Customer complaints are received, recorded and answered in writing, in accordance with the law in force.

Resolution process and procedure

Step 1: Receive the report or complaint

For questions or complaints about service quality, customers can contact Hi-Tech Cloud through the following channels:

– In person at the customer service desk at the head office of Pho Tue Software and Technology Solutions Company Limited.

– Call 086.5920.041

– Send an email to: info@hitechcloud.vn

– Send the request or complaint by post to the registered office of Công ty TNHH Giải Pháp Công Nghệ và Phần Mềm Phổ Tuệ (the address is given at the foot of the website).

Note:

– In the email or the form, please state clearly the feedback, the complaint and the request to be resolved, and provide documents and information relating to the service and its use.

– Click here to download a sample “Request for resolution” form for reference

Step 2: Resolution

– If the customer raises the matter in person, Hi-Tech Cloud opens an “Intake Form” recording the details of the matter, the customer's feedback and their requests.

– As soon as it receives the customer's email or written complaint, Hi-Tech Cloud will verify and review the content of the complaint. Within 48 hours, Hi-Tech Cloud will send a Response Letter (if the issue has already been resolved, or if further discussion or information is needed) and/or a Meeting Invitation to the customer, in order to work directly with them to resolve the complaint.

– Where the matter is complex, involves several parties, or requires time to verify and remedy, resolution takes longer, but no more than 20 days.

Step 3: Second-level resolution

– If the customer does not agree with Hi-Tech Cloud's resolution, we will issue a second reply letter or invitation letter with a view to reaching agreement between the two parties.

– If the customer still does not agree with Hi-Tech Cloud's second-level resolution, they may submit a petition to the competent authority or bring an action before the Court.