Technical Support Terms
LEGAL BASIS
- Civil Code 2015 (Bộ luật Dân sự 2015);
- Commercial Law 2005;
- Law on Protection of Consumer Rights 2023;
- the Telecommunications Law 2023;
- Circular 28/2026/TT-BKHCN on telecommunications service quality management (for services on the applicable list);
- HiTechCloud's Service Level Agreement (SLA);
- Decision No. 4567/QD-VBPL dated 01/06/2026 issuing the company's Legal Compliance Framework.
These terms form an integral part of the Terms of Service and apply alongside the service level agreement (SLA) and related service documentation.
PART I – PURPOSE AND SUPPORT CHANNELS
Article 1. Purpose
1.1. These Terms set out HiTechCloud's technical support policy for the products and services it provides, covering: support plans; priority levels; response times; intake channels; scope of support; handling procedures; and limitations of liability.
Article 2. Support channels
2.1. Customers contact HiTechCloud through these channels:
(a) The ticket system at my.hitechcloud.vn — the primary support channel, available on all plans;
(b) Email: support@photuesoftware.com — applies to all plans;
(c) Live chat during business hours — available from the STANDARD plan upward;
(d) Hotline 0865 920 041 — receives P1 and P2 incidents on all plans; full 24/7 support on the PREMIUM and ENTERPRISE plans;
(e) Phone callback — available on the PREMIUM and ENTERPRISE plans;
(f) A dedicated Slack or Microsoft Teams channel — available to ENTERPRISE customers as agreed.
2.2. The real-time service status page at status.hitechcloud.vn provides information on incidents and scheduled maintenance (per Article 11 of the SLA).
PART II – SUPPORT PLANS AND SCOPE
Article 3. Technical support plans
| Plan | Support channels | P1 response | P2 response | Additional |
|---|---|---|---|---|
| FREE | Ticket, Email | — | — | P3 response within 8 working hours; no out-of-hours or 24/7 support |
| STANDARD | + Live Chat (business hours) | 1 hour | 4 hours | Inherits FREE plan benefits |
| PREMIUM | + Hotline 24/7 | 30 minutes | 2 hours | A dedicated Customer Success Manager (CSM) |
| ENTERPRISE | + Phone Callback, Slack/Teams | 15 minutes | Per contract | A dedicated TAM; RCA within 3 working days; quarterly business reviews (QBR) |
3.1. Response and resolution times for each priority level and service type are defined consistently with the Service Level Agreement (SLA). Where these Terms and the SLA differ on timing, the SLA applies.
Article 4. Scope of support
4.1. HiTechCloud provides support for: diagnosing and resolving service incidents; basic configuration guidance; system operations support; and support relating to services HiTechCloud supplies directly.
4.2. HiTechCloud no is obliged to provide support for: (a) developing custom software or features on request; (b) debugging the Customer's source code; (c) third-party software, applications, or platforms not listed in the Compatibility Matrix; (d) issues arising from the Customer's own configuration changes or deployments made outside HiTechCloud's recommendations.
4.3. Requests outside the support scope may be delivered as Professional Services under a separate quotation and agreement.
PART III - PRIORITY LEVELS AND HANDLING PROCESS
Article 5. Priority levels
5.1. Support requests are classified: P1 (Critical) — a critical incident that completely interrupts the Customer's production service or system; P2 (High) — severe degradation of performance or of a core function; P3 (Medium) — limited impact, with a workaround available; P4 (Low) — requests for advice, guidance, information or non-urgent configuration changes. Classification is applied consistently with Article 5 of the Service Level Agreement (SLA).
Article 6. Escalation process
6.1. Support requests are handled on this path: Tier 1 → Tier 2 → Tier 3 → Engineering Lead → CISO/CTO, consistent with the four-level process in the Complaints and Dispute Resolution Procedure.
6.2. Customers on the PREMIUM or ENTERPRISE package may request escalation at any time when they consider that an incident needs to be handled at a higher level of expertise.
PART IV - CUSTOMER RESPONSIBILITIES AND LIMITATION OF LIABILITY
Article 7. Obligation to provide information
7.1. The Customer is responsible for providing complete information so that HiTechCloud can diagnose and resolve an incident, including but not limited to: system logs; screenshots; a description of how to reproduce the incident; system environment details; and the level of impact on business operations.
7.2. Where the Customer fails to provide complete information, or provides inaccurate information, resulting in extended processing time, the resulting delay is not counted toward Downtime when determining SLA compliance (in accordance with Clause 3.2 and Clause 10 of the SLA).
Article 8. Security during support engagements
8.1. When providing information for support purposes, Customers should not share passwords, private keys or unnecessary sensitive data. HiTechCloud processes the information and personal data arising during support in accordance with the Personal Data Protection Policy (PDPD); support staff accessing Customer systems work on a least-privilege basis and their access is logged in accordance with the Information Security Policy.
8.2. HiTechCloud does not ask the Customer to send passwords by email or chat; where access is required, temporary permission grants or a secure channel are used.
Article 9. Limitation of liability
9.1. Technical support is provided on a reasonable-efforts basis, in line with the service package the Customer has subscribed to. HiTechCloud's liability relating to technical support and service levels is subject to the limitation of liability in Clause 22 of the Terms of Service and the compensation scheme in Clause 7 of the SLA.
PART V – EFFECTIVE DATE
Article 10. Effective date
10.1. These terms take effect on 1 July 2026, form an integral part of the Terms of Service and supersede all previous versions.
10.2. HiTechCloud may review and update these Terms periodically or as needed, normally at least once every 12 months. The Vietnamese version is the legally authoritative text.
