Our Support Management

Ngo Duc Minh, Technical Support Manager

In most industry practice, delivering an IT system is methodological (Waterfall, IBM RUP, Agile and etc.) and can be very complex depending on its domain. However, supporting a developing solution to a delivered IT system is paramount to V-Key as it will ensure peace of mind to our customers on the quality products we offered.  As such, V-Key has developed comprehensive support processes and procedures based on best practices taken from past experiences and ITIL guidelines, to ensure a successful journey with our customers. More on how V-Key delivers our product to our customers can be read here

V-Key’s support comes in many forms and will take place at different stages of any life cycle which our customers adopt.


Below are some of the types of support which we offer:


Easy to use:

Besides the usual classroom training and detailed documentations provided, we focus on developing a simple to use SDK from the start. Even API names are given additional thought to ensure that developers know how to use them simply by looking at the API’s name.


Technical Service desk:


As with any technical integration, urgent clarification would be required when doubts arise. Thus, V-Key provides a Support Portal for customers to log their issues, inquiry clarification or service requests so that they can be answered in a timely manner.


Service Level Agreements (SLA):


Standard SLAs are offered to all customers. For customers who have higher requirements of support, they can subscribe to the Premium Support Package.


Escalation support:


The working group may have their differences and there will be times where it needs to be escalated for arbitration. For every customer we have established proper escalation channels to ensure no issues are left unresolved.


Professional support:


Professional service departments are always ready to support our potential customers / customers on any technical know-how, deployments and upgrades. They are well equipped with technical expertise on a wide range of industry tools and environments.