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Customer support
For customers using COREIT services or within the warranty period — send technical support requests through the right channel and get a response within the agreed SLA.
The online ticket system is being completed. For now, please contact us by hotline or the email below. COREIT responds within the SLA committed in your Care contract.
3 ways to send a support request
- Hotline (fastest for urgent incidents): +84 97 858 4179
- Email: hotrokhachhang@coreit.io.vn — COREIT sends a confirmation during business hours
- Online ticket (coming soon here) — track handling status and request history
Response SLA by registered Care plan
| Plan code | Plan | Response SLA |
|---|---|---|
| CARE-BASIC | Care Basic | During business hours (8x5), via ticket/email |
| CARE-BUSINESS | Care Business | Response <30 minutes, resolution <4 hours, 24/7 monitoring |
| CARE-ENTERPRISE | Care Enterprise | Highest handling priority, 24/7 monitoring |
| CARE-PREMIUM | Care Premium | Response <15 minutes, dedicated engineer |
Customers without a Care contract (one-time purchase of equipment/solutions only) are still supported — handled in the normal queue or charged as ad-hoc technical service, with no committed SLA.
Frequently asked questions
I have no Care contract. Can I still get support?
Yes. COREIT still accepts your request, but customers with an SLA are prioritized first; customers without a contract are quoted an ad-hoc technical service fee before work begins.
How do I know the SLA of my Care plan?
Check the signed contract, or contact the hotline/email with your contract number and COREIT will look it up quickly.
My equipment's vendor warranty has expired. Can it be extended?
Yes. Contact us to renew licenses/FortiCare before the expiry date to avoid a gap in protection.
Is support available outside business hours?
It depends on the Care plan: Business/Enterprise/Premium include 24/7 monitoring; Basic supports business hours, with urgent out-of-hours handling by separate agreement.
Where do I get periodic system status reports?
Care Business customers and above receive monthly or quarterly security/system status reports by email.
Need support right now?
Call the hotline or send an email — the COREIT team responds within the committed SLA.