IT Helpdesk · 24/7 Support
24/7 IT support in Vietnam
An incident at 2 a.m. still reaches a person.
Round-the-clock response to critical and high incidents, including public holidays, for shift work, factories and systems that run continuously. Added to a maintenance or remote support contract.
Key facts: 24/7 Support
- 24/7 price
- +60% of the user plan fee; e.g. about 4,560,000 VND per month for 20 users on the IT Maintenance Contract.
- Extended hours
- 18:00–22:00 on working days and Sundays: +25% (about 1,900,000 VND for 20 users).
- 24/7 scope
- P1 (whole office down) and P2 (a department down) incidents.
- Added to
- Remote Support or IT Maintenance Contract; onsite shift work quoted separately.
- Languages
- English, Chinese, Japanese, Korean and Vietnamese.
UPTECH · Updated
Who needs 24/7 IT support?
When IT downtime outside office hours still causes losses.
- Factories and warehouses running several shifts.
- Teams working with headquarters in other time zones.
- Sales, ordering and customer service systems running at weekends.
- Offices with servers that must be fixed even at night.
What 24/7 support includes
Out of hours focuses on incidents that stop work.
On call
- Emergency contact outside office hours.
- P1–P2 incidents handled immediately, including public holidays.
- Escalation to your designated contacts as agreed.
After an incident
- Root cause and resolution report.
- Recommendations to prevent a repeat.
Setting up 24/7 support
We agree up front what counts as an emergency.
- 01
Critical systems
List systems, owners and priorities.
- 02
Escalation path
Contacts, who is called and when.
- 03
On call
P1–P2 incidents handled out of hours.
- 04
Reporting
Out-of-hours incidents included in the monthly report.
How out-of-hours cover is priced
Applied to the user plan fee, excluding VAT.
| Option | Surcharge | Example 20 / 50 users (IT Maintenance Contract) |
|---|---|---|
| Extended hours | +25% of plan fee | 1,900,000 VND / 4,750,000 VND per month |
| 24/7 | +60% of plan fee | 4,560,000 VND / 11,400,000 VND per month |
The surcharge does not apply to device monitoring fees. Estimate your monthly cost
Business hours, extended hours or 24/7?
| Business hours | Extended hours | 24/7 | |
|---|---|---|---|
| Coverage | 8:00–18:00, Mon–Sat | +18:00–22:00 and Sundays | Day and night, including holidays |
| Surcharge | 0% | +25% | +60% |
| Best for | Office teams | Late-working offices | Factories, continuous systems |
What you get
- Emergency line
- Out-of-hours contact for P1–P2 incidents.
- Incident reports
- Cause, timeline and resolution.
24/7 IT support: common questions
At UPTECH, 24/7 support adds 60% to the user plan fee; for 20 users on the IT Maintenance Contract that is about 4,560,000 VND per month, excluding VAT. Extended hours (18:00–22:00 and Sundays) add 25%.
Talk to us about 24/7 support
Tell us which systems run outside office hours and how critical they are.
- Choose the right support model
- Clarify scope, SLA and extras
- Receive a quote for your actual office
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