Complaint and Dispute Resolution Procedure
LEGAL BASIS
- Civil Code 2015 (Article 429 on the limitation period for contract claims); Civil Procedure Code 2015;
- Law on Protection of Consumer Rights 2023;
- Commercial Law 2005;
- Law on Electronic Transactions 2023;
- Law on Personal Data Protection 2025 (Law No. 91/2025/QH15);
- Decree 356/2025/NĐ-CP;
- Law on Commercial Arbitration 2010;
- Decree 22/2017/NĐ-CP on commercial mediation;
- Decision No. 4567/QD-VBPL dated 01/06/2026 issuing the company's Legal Compliance Framework.
This process elaborates the Dispute Resolution part (Articles 27–28) of the Terms of Service and applies alongside the related policies (Refund, Payment, SLA, PDPD, Intellectual Property).
ARTICLE 1. SCOPE AND CLASSIFICATION OF COMPLAINTS
1.1. This process applies to every complaint or dispute arising from the use of HiTechCloud services. It is structured around 4 escalation levels, from self-service through to formal resolution.
1.2. Complaint classification:
| Complaint type | Description | Handling tier |
|---|---|---|
| Technical | Service interruption, software faults, slow performance | Levels 1–2 |
| Finance | Incorrect invoices, refunds, payment disputes | Level 2–3 |
| Quality | Service not as committed, in breach of the SLA | Level 2–3 |
| Legal | Breach of contract, privacy or intellectual property | Levels 3–4 |
| Urgent | Data loss, security breach, fraud | Immediate tier-2 escalation (P1) |
ARTICLE 2. FOUR-LEVEL ESCALATION PROCESS
Level 1 – Self-service & direct support (0–24 hours): Customers should try the self-service steps before getting in touch: search the Help Center at hitechcloud.vn/help; check the system status page at status.hitechcloud.vn; try restarting the service or clearing the cache as described in the guides. If that does not resolve the issue, submit a request through the ticket system at my.hitechcloud.vn with a detailed description, screenshots and steps to reproduce. You receive a ticket confirmation number within 5 minutes and an initial response within 4 hours (1 hour for P1).
Level 2 – Specialist support team (1–5 business days): Triggered when Level 1 cannot resolve the issue within 24 hours, or when the matter is complex or financial. The ticket is escalated to the Level 2 Support Team (senior engineers, accounting, legal). Resolution target: 3 business days (P1: 1 day; P2: 2 days; P3: 5 days). The customer receives a progress update every business day. Level 2 is authorized to approve refunds of up to VND 50 million and to resolve invoice disputes, service adjustments and SLA compensation.
Level 3 – senior management and legal (5–15 working days): Triggered when Level 2 fails to resolve the matter within 5 days, or where the complaint is a legal one. The complaint is escalated to the Customer Service Director and/or the Legal department. Formal response deadline: 5 business days from receipt of the escalation; resolution deadline: 15 business days. Level 3 has authority to propose conciliation, ex-gratia compensation and amendments to terms, and produces a written resolution agreement signed by both parties. Compensation above VND 50 million requires Board approval.
Level 4 – Formal resolution (as required by law): Triggered when levels 1–3 cannot resolve the matter or the Customer requests formal resolution:
- Mediation: at the Vietnam Mediation Centre (VMC) or a mediation body agreed by both parties, under Decree 22/2017/NĐ-CP on commercial mediation;
- Arbitration: at the Vietnam International Arbitration Centre (VIAC) under the VIAC Arbitration Rules, where an arbitration agreement exists (in particular where the Customer is a foreign organization);
- Court proceedings: the competent People's Court in Ho Chi Minh City under the Civil Procedure Code 2015, consistent with Article 28 of the Terms of Service;
- Complaints to state authorities: The National Competition Commission (under the Ministry of Industry and Trade (Bộ Công Thương)) — the state authority responsible for consumer protection — or via the Ministry of Industry and Trade's online complaint reception and resolution system; for complaints regarding personal data: the Cybersecurity and High-Tech Crime Prevention Department (A05, Ministry of Public Security (Bộ Công an)).
ARTICLE 3. TIMEFRAMES BY ISSUE TYPE
| Issue type | Response | Resolution | Basis |
|---|---|---|---|
| Service quality complaints | 5 business days | 30 days | Luật BVQLNTD 2023 |
| Refund disputes | 3 working days | 15 days | Refund Policy; Law on Electronic Transactions 2023 |
| Data security breach | For the statutory period | A05 notification & subject under the law | Personal Data Protection Law 2025; Decree 356/2025 |
| Invoice disputes | 3 working days | 30 days | the Tax Administration Law 2025 |
| IP/DMCA complaints | 3 working days | 10 days | Intellectual Property Terms; Intellectual Property Law |
| Contract disputes | 5 business days | 45 days (mediation) | BLDS 2015 (Điều 429) |
ARTICLE 4. CUSTOMER RIGHTS DURING A COMPLAINT
Customers are entitled to: (a) receive acknowledgement of a complaint within 2 business hours; (b) receive progress updates at least every 2 business days; (c) continue to receive service while the complaint is being handled (except in cases of serious breach or where action is required by a competent authority); (d) receive a written conclusion on the outcome; (e) receive compensation for demonstrated actual damages, within the liability limits set out in Article 22 of the Terms of Service; (f) request escalation to a higher level if not satisfied; and (g) approach the state consumer protection authority (the National Competition Commission) at any time, without restriction under this internal procedure.
ARTICLE 5. RESOLUTION QUALITY COMMITMENTS
Target resolution rate at Levels 1–2: ≥ 85%; post-resolution satisfaction score (CSAT): ≥ 4.0/5.0; a quarterly complaints report is submitted to the Board of Management to drive service improvement. HiTechCloud commits not retaliate or discriminate with customers who have filed complaints.
This procedure takes effect on 1 July 2026 and supersedes all previous versions. The Vietnamese version prevails.
