Bemo Cloud aspires and aims to build an instant, continuous, two-way interactive customer care service. As a result, we commit to the following service quality to assure the software’s steady operation for customers:
1. Software error: Requests related to system error, interface error, calculation logic error
| TYPE OF TICKET | SERVICE COMMITMENT |
| Fatal exception error include: – The software cannot be used due to a system error – Error related to user security – The software cannot be manipulated by an interface fault. | Regardless of the time, respond and process within one hour. |
| Normal errors include – Incorrect calculating results are caused by logical errors. – Sync Error: missing data | Respond: 1 days Processing time: 3 days |
| The none-serious error –Error related to the interface’s display or format. – The error appears on outdated browsers or devices. – Error that is equivalent to a request for software modification – The error does not have a great impact but causes inconvenience to users. | Respond: 1 days Processing time: 3 days |
2. Upgrade features: Requests related to upgrading experience, new features
| TYPE OF TICKET | SERVICE COMMITMENT |
| Improve customer experience The requirements are not overly complex in order to improve the consumer experience better. | Respond: 3 days Processing time: 7 days |
| Feature Updates Consumer request resulted in the enhancement of an existing feature. | Respond: 3 days Processing time: No commitment |
| New Feature Development Customer request equals a completely new feature. | Answer: 3 days Processing time: No time commitment |
3. Instructions& Installation: Requirements related to the software installation and use instructions
| TYPE OF TICKET | SERVICE COMMITMENT |
| Guideline Request or inquire about how to use the software functionality. | Answer: 1 hour Processing time: 4 hours |
| Simple installation Simple installation, and implementation takes less than one working hour. | Answer: 4 hours Processing time: 4 hours |
| Complex Installation (chargeable) The installation requirements are complex, and the implementation duration exceeds 1 hour, such as | Answer: 4 hours Processing time: Depending on each service request |
| timesheet setting, payroll setting, report setting, and new process setting… | |
| Contract checking Requests related to contracts, reconciliation, charging, promotions. | Answer: 4 hours Processing time: 24 hours |
| Technical Questions and requests on technology and infrastructure, such as API integration, integration with other software, infrastructure, security, monthly data backup… | Answer: 1 day Processing time: No commitment, depending on each specific case |
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OTHER TERMS
1. General provision:
- Customer Service Orientation: Bemo Cloud desires and aims to build an instant, continuous, two-way interactive customer care service. Satisfying client expectations by prioritizing the resolution of large problems, tough problems, multi-customer-requested problems, and then the user experience interface.
- Bemo Cloud listening to all opinions: Bemo Cloud is constantly open to customer suggestions for improving, upgrading, or developing new Before deciding to update or create a request, Bemo Cloud will assess whether it is acceptable and required for the majority of customers. Bemo Cloud has the discretion regarding software upgrades and development.
Agree: Bemo Cloud agrees to do it, the implementation time is given and committed by Bemo Cloud
Disclaimer: Bemo Cloud refuses to develop that feature Already available: The software already has that feature
Attribution: Bemo Cloud welcomes suggestions but does not commit to implementation time
2. Customer Service Channels
- Channels for receiving: Ticket, Zalo, Facebook, Callcentre…
- Answer channel: Only on 24/7 support module
- Receptionist: Any Bemo Cloudemployee
- Answering department: Personnel in charge of receiving ticketswork
3. Customer care
- Working hours for receiving and responding are 8:00 a.m. to 8:00 p.m. daily, including weekends and public holidays.
- Processing hours are from 8 a.m. to 6 p.m
- Response and processing time as SLAtable
- If the customer does not respond within 24 hours after receiving the completed confirmation request, the system will automatically confirm the ticket.
- Within at least 24 hours and with at least 3 failed attempts to contact the customer,Bemo Cloud is entitled to cancel the ticket.
