Support
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Knowledge base, service status, and the response times we actually commit to. Out of hours, a P1 goes to the number in your SLA, not to this page.
Or call +84 28 3822 4400 during business hours.
Common tasks
What most people need
Service levels
What we commit to, in writing
These are contractual for managed-service customers and reported monthly. Missing them costs us money, which is the only reason an SLA means anything.
| Priority | First response | Target resolution | Coverage |
|---|---|---|---|
| P1 — Service down | 15 minutes | 4 hours | 24/7 |
| P2 — Major degradation | 1 hour | 1 business day | 24/7 |
| P3 — Minor issue | 4 business hours | 3 business days | Business hours |
| P4 — Question or request | 1 business day | 5 business days | Business hours |
Status
Current platform availability
- Customer portalOperational
- Aureus ERP Suite (cloud)Operational
- TraceFlow verificationOperational
Trailing 12-month availability across managed services: 99.95%.
Still stuck?
Raise it and a named engineer picks it up.
Not a queue, not a chatbot. For a P1 out of hours, use the number in your SLA rather than this form.
P1: 15 minutes, 24/7. Everything else per your SLA.