4. SERVICE REQUEST

The service requests are general guidance, technical assistance or information requests that do not cause disruption, do not affect revenue, brand, customer experience, or service quality.

4.1 Service request types

No.	Type	Description	Example
1	General	Contact for sales, compliance	Get information about new products, Pricing, Billing, Contract, etc.
2	Technical	Technical issues while using the service but does not cause disruption.	Reset the password or unlock the account for the tenancy administrator Add or change a tenancy administrator Feature configuration
3	Additional resources	Increment or adjustment services	Request a service limit (quota) increase

4.2 Service request response time

No.	Channel	Type	First response	Resolution time*
1	Ticket	General	1 hour	1 business day
2	Technical	1 hour	1 business day
3	Additional resources	1 hour	5 business days**

* The resolution time is measured from the agreement of FPT Smart Cloud and the customer is established.

** In case the resource is out of stock, the resolution time above will not be applied. You will be informed about estimated resource preparation time before we process your order.