2. GENERAL
TECHNICAL SUPPORT SERVICE PACKAGES
How to manage and maintain the IT system working effectively? How to optimize the IT resource to improve production
and business is a big challenge for enterprises and organizations. HPT Technical Support Service will help to achieve these
challenges, keep the IT cost lowest, and provide assurance during operating time.
HPT’s Technical support service including hardware and software services, troubleshooting, security management, and
routine IT system maintenance:
RESPONDING
TIME
30 minutes 30 minutes 1 hour 2 hour Next working day
DIRECT
RESPOND
(WITHIN 20km
FROM HPT)
2 hours 4 hours Urgent:
4 hours
Less urgent:
24 hours
Urgent:
6 hours
Less urgent:
24 hours
Urgent:
24 hours
Less urgent:
48 hours
REPAIRING TIME Urgent:
8 hours
Less urgent:
24 hours
Common
problems:
7 days
Urgent:
8 hours
Less urgent:
24 hours
Common
problems:
7 ngày
Urgent:
8 hours
Less urgent:
24 hours
Common
problems:
7 ngày
Within 3 days As soon as
possible
PLATINUM GOLD SILVER BRONZE 1 BRONZE 2
CALL CENTER
SUPPORT
SCHEDULE
24 hours/day
365 days/year
24 hours/day
365 days/year
24 hours/day
365 days/year
24 hours/day
365 days/year
08:30 – 17:30 from
Monday to Friday
METHOD
Designate an
engineer to be in
charge of handling
Designate an
engineer to be in
charge of handling
Designate an
engineer to be in
charge of handling
With an available
resource
With an available
resource
WORKING TIME 24 hours/day
365 days/year
24 hours/day
365 days/year
24 hours/day
365 days/year
24 hours/day
365 days/year
08:30 – 17:30 from
Monday to Friday
Urgent situation: Impact on entire system, Corporation, system down, devices stop working
Less urgent situation: Impact on a part of system, a group of users, system working low, system report error but still
working.
Common situation: Less impact on the business, users, device upgrade, firmware upgrade, bios…., uncommon
maintenance…
For the customers who are over 20km from HPT’s office (Ho Chi Minh City, Hanoi, Da Nang), the responding time will be
listed below:
80 – 160 km 8 hours 10 hours 10 hours 12 hours After 2 days
>160 km
PLATINUMDISTANCE GOLD SILVER BRONZE 1 BRONZE 2
20 – 40 km 4 hours 6 hours 6 hours 8 hours
6 hours 8 hours 8 hours 10 hours
After 1 day
40 – 80 km After 1 day
Negotiable
3. Customer Service System: HPT uses CSS to manage
components in service contract and ensure the respond-
ing time based on over level warning with situations that
could not meet the deadline. The CSS including these
functions:
Creating service request: Create new request in the
program when receiving the information from clients.
Assigning cases: assign the engineer to handle the
problems.
Escalation unresolved cases: The alert escalation
process will be used in case we cannot reach the
deadline.
Solving and closing cases: Update the troubleshoot
solution and finish the work.
Creating and maintaining a Solutions Knowledge
base: update knowledge in order to improve work
efficiency.
Customer Self-Service Portal: This website will give
the clients ability to check the process status.
24/7 HPT Contact Center
With our commitment “Devoting to Customers”, the
24/7 HPT Contact Center will always listen, recognize
and answer every question from customers. Further-
more, HPT Contact Center is also the best partner
companying with customers in anytime and at
anywhere during the service period.
Contact:
Hotline 18006686
Dial 0: To connect with telephone operator
Dial 1: For consulting
In order to provide the best services to support customers and help the customers as soon as possible, HPT is also
researching and developing these following services:
ACCOMPANYING SERVICES
4. HPT’S COMPETENCES
HPT was recognized in top 5 of best IT suppliers in
Vietnam chosen by HCA.
HPT has 18 year experienced experts certificated by
World leading IT groups such as: HP, IBM, Microsoft,
Sun, Cisco, and EMC...
Service process of HPT is following ISO (9001, 27001)
standard.
HPT has the Support Center and Partner network
throughout Vietnam, which allows HPT managing
and supporting the clients in time.
HPT applies strict criteria when choosing partners in
order to provide clients the best and reliable services.
In addition, HPT also hold periodical assess to
improve the service quality.
HPT has professional project management ability,
apply timing process in order to meet the deadline of
project, avoid problem and handle unexpected situa-
tion.
With the good component warehouse, HPT could
quickly respond to any replacement request of
clients.
HPT has the international ranked infrastructure, 24/7
support team to immediately support customers
whenever they need.
The service packages are designed to help clients manage
the IT infrastructure effectively, overcome the difficulties
of complicated IT system management and operation.
HPT commits to support, fix the problems as soon as
possible, and minimize the impacts on business.
Clients just have to work with ONE supplier for several
requests
Simplify management process , lower the IT system
running cost
Will be supported by experienced experts of HPT to
identify and troubleshoot the problems
Lower the transportation, system and application
replacement cost
Shorten the idle time of the system thanks to available
components warehouse.
Clients will be consulted, supported and free to try
new hardware/software before determining to use
any service of HPT with no additional service cost
During the troubleshoot period, Clients will have the
discount or free of charge if it is needed to hire or
replace temporary components according to the
situations
BENEFITS
Hanoi Branch
123 Xa Dan St, Dong Da Dist, Hanoi,
Tel: +(84 4) 35 738 088 • Fax: +(84 4) 35 738 089
Danang Branch
12th Floor, Danang Software Park, 02 Quang Trung St, Danang City,
Tel: +(84 511) 73 050 60 • Fax: +(84 511) 38 903 88
Representative Office In Cambodia
3rd floor # 128J, Russian Federation Blvd (110), Sangkat Toek Laak 1, Khan Toul Kork,
Phnom Penh, Cambodia
Head Office
9th Floor, Saigon Paragon Building, 03 Nguyen Luong Bang St, Dist 7, HCMC,
Tel: +(84 8) 54 123 400 • Fax: +(84 8) 54 108 801
www.hpt.vn
HPT Customer Service Center
47 Nguyen Truong To St, Ward 12, Dist 4, HCMC,
Tel: +(84 8) 38 266 206 • Fax: +(84 8) 38 266 044
Contact:
