Support Policy

• Email: [email protected]
• In-product guidance where available
• Demo/sales questions via the contact form

Support operates Monday–Friday, 09:00–18:00 Vietnam Time (UTC+7), excluding Vietnamese public holidays.

• P1 Critical — service largely unavailable for production check-in/checkout.
• P2 High — major feature broken with workaround limited.
• P3 Normal — degraded experience or non-blocking defect.
• P4 Request — how-to questions, configuration help, enhancements.

• P1: cannot sign in for an entire property during peak check-in.
• P2: folio posting fails for multiple reservations.
• P3: UI display bug in a report.
• P4: asking how to add a user role.

P1 incidents are prioritized during support hours. Specific response or resolution commitments apply only where defined in a contracted SLA.

• Planned maintenance: communicated when impactful.
• Emergency maintenance: may occur without prior notice to protect the platform.
• Outage communication: via email or status notices when available.

• Provide reproduction steps and authorized contact details.
• Maintain accurate user access and secure devices.
• Test configuration changes in a safe manner.

We may request screenshare or temporary elevated access with your approval. You remain responsible for your environment.

• Defect troubleshooting for covered product features.
• Guidance on documented configuration.
• Billing and access questions for authorized contacts.

• Custom development not covered by an active statement of work or purchased project.
• Training packages beyond standard account-setup assistance unless purchased.
• Third-party channel or provider incidents outside StayLedger control.

Data recovery requests are evaluated case-by-case against backups and contract. Security incidents should be reported immediately to [email protected] and [email protected] as appropriate.

If a support request stalls, reply on the same thread to escalate to a senior owner. Enterprise customers may have a named path in their agreement.