# 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. | <ul><li>Reset the password or unlock the account for the tenancy administrator </li><li>Add or change a tenancy administrator </li><li>Feature configuration </li></ul> |
| 3   | Additional resources | Increment or adjustment services                                        | Request a service limit (quota) increase                                                                                                                                |

## 4.2  Service request response time&#x20;

| No. | Channel                | Type    | First response      | Resolution time\* |
| --- | ---------------------- | ------- | ------------------- | ----------------- |
| 1   | <p> </p><p>Ticket </p> | 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.***&#x20;

***\*\* 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.***&#x20;


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