SERVICE & SUPPORT TERMS
TERMS OF SERVICE AND SUPPORT
Provider: SCO Vietnam Co., Ltd.
Applicable to: SCO products and services
Effective date: 01/08/2026
1. SCOPE
SCO provides support for customers using:
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PMS;
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CRM;
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Tour Manager;
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HOS;
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ERP;
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Booking Engine;
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Channel Manager;
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API;
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Other products.
The support level depends on the service package.
2. STANDARD SUPPORT
Support may include:
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User guide;
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Troubleshooting;
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Configuration instructions;
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Account support;
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Integration support;
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Basic API support;
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OTA support;
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Cloud support;
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Update support.
3. DEMO AND TRIAL
SCO may provide:
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Online demo;
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Trial account;
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Instructional documents;
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Instructional videos;
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Product presentations.
Trial does not necessarily have all the features of the paid version.
4. SETUP
SCO may support:
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Account creation;
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Business configuration;
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Module configuration;
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Initial data import;
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User configuration;
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Third-party system connection.
Setup outside the standard scope may be charged.
5. TRAINING
SCO may provide online training.
For packages that include training, SCO may provide a training session of approximately 2–2.5 hours.
Content depends on the product.
Additional or in-depth training may be charged.
6. OTA SUPPORT
For products with OTA integration:
Customers must register and maintain their own OTA accounts.
SCO supports connection after the OTA account is activated.
SCO is not responsible if the OTA:
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Rejects the account;
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Changes API;
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Changes policies;
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Suspends the account;
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Encounters issues.
7. API SUPPORT
SCO provides API documentation for each product.
Standard support includes connection guidance and basic troubleshooting.
Custom integration development may be charged.
8. INCIDENT CLASSIFICATION
Critical
The system or core functions cannot be used on a large scale.
High
Important functions are affected but workarounds are still available.
Medium
A function fails but does not seriously affect the entire system.
Low
Requests for guidance, questions, or minor bugs.
SCO prioritizes processing based on the level of impact.
9. RESPONSE TIME
Response time depends on:
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Service package;
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Incident level;
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Support channel;
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Time of receiving the request;
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Cause of the incident.
If the customer has a separate SLA, that SLA takes priority.
If there is no separate SLA, the response time is a reasonable support target and not an absolute commitment to resolution time.
10. MAINTENANCE
SCO may perform:
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Periodic maintenance;
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Emergency maintenance;
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Security updates;
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Infrastructure upgrades.
SCO will try to notify in advance for planned maintenance.
11. BACKUP
For Cloud, SCO maintains a backup mechanism suitable for the system architecture.
Backup is intended to support recovery.
Customers should still store important business data according to internal procedures.
12. CUSTOMER RESPONSIBILITIES
Customers must:
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Provide accurate information;
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Protect accounts;
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Assign user permissions;
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Verify data;
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Verify configuration;
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Maintain third-party accounts;
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Provide necessary information when requesting support.
13. OUT OF SCOPE
Does not include:
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Operating the business on behalf of the customer;
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Managing OTAs on behalf of the customer;
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Unlimited training;
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Custom software development;
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Hardware repair;
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Customer IT system administration;
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Services not related to SCO.
14. SEPARATE SLA
Enterprise customers may request a separate SLA.
The SLA may specify:
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Uptime;
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Response time;
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Support hours;
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Priority;
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Escalation;
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Incident management.
The separate SLA must be confirmed in writing by both parties.
15. CONTACT
SCO Vietnam Co., Ltd.
Website: https://scovietnam.com
Email: [email protected]
Phone / WhatsApp: +84934552325
Address: Pho Ny, Trung Gia Commune, Hanoi City
Business Registration Number / Tax Code: 0106901406
