Support · Hỗ trợ
How we support you
Hỗ trợ khách hàng — bằng tiếng Việt và tiếng AnhOur support team is based in Ho Chi Minh City. Vietnamese and English are spoken. Business hours are ICT (Indochina Time), Monday through Friday, 08:30–17:30. Weekend and out-of-hours coverage is available for group-plan customers.
§ 01Contact channels
- Email — support@siteminderstore.org. All plans. First-response within one Vietnamese business day.
- Phone — +84 28 3925 6800. City-hotel and group plans. Direct line to a named support engineer during business hours.
- On-site — group plan. Quarterly visits from your account manager to your Sài Gòn, Hà Nội or Đà Nẵng head office; monthly for the first six months of a new group engagement.
§ 02Response windows
| Plan | First-response | Resolution target |
|---|---|---|
| Boutique | 1 business day | Best effort |
| City-hotel | 4 business hours | 2 business days |
| Group | 2 business hours (priority: 30 minutes) | 1 business day |
§ 03Escalation
If your issue is not being progressed to your satisfaction, escalate to your account manager (city-hotel and group plans) or to escalations@siteminderstore.org (all plans). Escalations are reviewed daily by our head of customer success.
§ 04Data-security incidents
Contact security@siteminderstore.org immediately. See the Security whitepaper for the full incident-response workflow, including notification to the Ministry of Public Security\'s A05 department under Vietnamese law.