Getfly CRM’s Service Quality Commitment
With Getfly CRM, customers not only gain access to a comprehensive customer management and care system on a single platform, but also receive clear and dedicated support throughout their entire experience. Fast responses, transparent resolution, and long-term support.
Explore the details below!
Why Does Getfly Publicly Commit to Service Standards?
Getfly is committed to providing timely, continuous customer support through two-way communication. Our Service Level Agreement (SLA) serves as the foundation for maintaining service quality, empowering businesses to operate with greater confidence and peace of mind.
(*) The SLA clearly defines how Getfly receives support requests, response times, and the resolution timelines applicable to each category of support request.
All requests are recorded and tracked through the ticketing system.
Requests are prioritized based on their impact on your business operations.
Response and resolution times are clearly defined and committed to.
What do customers gain from Getfly’s service commitment?
(*) The SLA applies to requests related to the software and services provided by Getfly.
Commitments By Request Category
Each request category has its own committed response and resolution time.
| Level | Typical Scope | Response Time | Resolution Time |
|---|---|---|---|
| Critical | System inaccessible or not operating normally | 1 hour | 4 hours |
| High | Core business function errors: customers, orders, tasks, etc. | 1 day | 3 days |
| Medium | Minor errors with available workarounds | 1 day | 5 days |
| Low | UI issues that cause inconvenience but have no significant impact | 1 day | 7 days |
- Typical Scope
- System inaccessible or not operating normally
- Response Time
- 1 hour
- Resolution Time
- 4 hours
- Typical Scope
- Core business function errors: customers, orders, tasks, etc.
- Response Time
- 1 day
- Resolution Time
- 3 days
- Typical Scope
- Minor errors with available workarounds
- Response Time
- 1 day
- Resolution Time
- 5 days
- Typical Scope
- UI issues that cause inconvenience but have no significant impact
- Response Time
- 1 day
- Resolution Time
- 7 days
| Request Type | Response Time |
|---|---|
| Enhancement of Existing Features | 3 days |
| Development of New Features | 5 days |
| Request Type | Response Time | Resolution Time |
|---|---|---|
| User GuidanceHow to use features and operate the software | 1 hour | 4 hours |
| Contracts & ReconciliationContracts, reconciliation, billing, promotions, etc. | 4 hours | 24 hours |
| Technical SupportAPI integrations, third-party software integrations, etc. | 1 day | On a case-by-case basis |
A Simple Support Process
Requests are received through the ticketing system and handled within the committed timeframe.
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Step 1 Submit a Request Getfly staff receive and acknowledge the request.
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Step 2 Response The assigned staff member responds within the committed timeframe.
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Step 3 Resolution Getfly resolves the request within the committed timeframe.
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Step 4 Confirmation Getfly sends a completion confirmation for your feedback.
Support Hours and Important Support Notes
Support Hours: 8h00 - 17h30
Daily, excluding weekends and public holidays. Response and resolution times are calculated within these support hours.
Notes
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Once the request has been resolved, Getfly will send a completion confirmation for your review. If you do not respond within 48 hours, the system will automatically mark the ticket as completed.
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If Getfly has attempted to contact you at least 3 times over a minimum period of 48 hours without reaching you, the ticket may be closed.
Operate with Confidence with Getfly CRM
A comprehensive customer management and care solution for Vietnamese SMEs, backed by a support team with clear service commitments. Track all support requests through Getfly CRM’s Support Ticket system.
