Support & service levels
Our support team works in Thai and English. Here is how to reach us, how we handle each issue, and how quickly you can expect a response.
Helpdesk
Report an issue and follow its progress. Every issue gets a ticket, so nothing gets lost.
Open helpdeskSystem status
If the app seems down, check here first for live status and incident updates.
View status
Other ways to reach us
Chat with us on our LINE Official Account, or through the LINE support group set up for your company. We also offer remote assistance and, when needed, on-site support.
How we handle an issue
Issues move up through support tiers until they are solved. Each fix also updates our knowledge base, so the next answer is faster.
- Tier 0
Your team
Your users and your own IT or key users try the knowledge base and basic checks first.
- Tier 1
Customer Support
Takes the call or chat, records the details, gives first-line help and finds the cause.
- Tier 2
Technical Support
Diagnoses the root cause and provides a fix or a workaround.
- Tier 3
Engineers & Developers
Develops and releases a patch, backed by system monitoring and logs.
Response and resolution times
Each issue is given a severity when it is reported. Times below are our service level commitments for each severity.
Critical
Production has stopped for all users.
- First response
- 30 minutes
- Status updates
- Every 30 minutes
- Resolution
- 1โ6 hours
- Fixed by
- Hotfix or workaround
- Channel
- Helpdesk or hotline
High
Work is significantly affected but not stopped. A workaround exists.
- First response
- 2 hours
- Status updates
- Every 3 hours
- Resolution
- 6โ24 hours
- Fixed by
- Hotfix or workaround
- Channel
- Helpdesk
Medium
Work is affected but not stopped. A workaround exists.
- First response
- 24 hours
- Status updates
- Daily
- Resolution
- 2โ3 days
- Fixed by
- Regular test and release cycle
- Channel
- Helpdesk
Low
A minor defect with little impact on the application.
- First response
- 48 hours
- Status updates
- Every 2 days
- Resolution
- 4โ6 days
- Fixed by
- Regular test and release cycle
- Channel
- Helpdesk
- Change requests and new feature requests are not covered by the SLA.
- Databases and applications are backed up daily at 02:00, keeping the last 7 versions.
Support hours
All times are Thailand time (ICT).
| Day | Hours | Who is available |
|---|---|---|
| Monday โ Friday | 09:00โ18:00 | Full team: customer support, technical support and developers |
| Saturday | 09:00โ18:00 | Customer support, with technical support on standby |
| Sunday & public holidays | 09:00โ18:00 | Customer support on standby |
How to report an issue so we can fix it fast
- What happened, and what you expected to happen
- Document numbers (order, invoice) or the customer involved
- A screenshot or short screen recording
- Who it affects: one user, one team, or everyone
- The phone model and app version, for mobile issues
- When it started
Getting started
Planning a move to Vansales? Read how to prepare for a smooth start.