BAP AGENCY BAP AGENCY BUILDING AMAZING PRODUCT

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Customer Support

Customer Support

Admin

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1. Scope of Support

BAP Agency is committed to accompanying and supporting our clients throughout the service usage process and after the product handover, including the following categories:

  • Design sector (Branding, Profile, Catalog): Support in storing original files, providing file formats upon request for printing or digital platform usage; guiding the standard usage of the brand guidelines.
  • Technical sector (Website): Guide the operation of the Content Management System (CMS); support troubleshooting technical issues, display errors, and system source code conflicts (if any) within the warranty period.

2. Reception Channels and Processing Time

  • Reception channels: Customers can send requests via Hotline/Zalo or Email.
  • Working hours: From 8:00 AM to 5:00 PM, Monday to Friday (excluding public holidays and Tet as prescribed).
  • Response time (SLA) for urgent incidents: For website system downtime, we will receive and process the request within 2 – 4 working hours.
  • Response time (SLA) for standard requests: For standard editing requests or user guidance, we will respond and provide a resolution plan within 24 working hours.
0817 448 123