IT Helpdesk · On-Call Support
On-call IT support for offices in Vietnam
Call when something breaks. Know the price before we start.
Technicians and systems engineers fix computers, printers, networks, email and servers, remotely or on site. No contract; published rates by engineer level, in English, Chinese, Japanese or Korean.
Key facts: On-Call IT Support
- Remote rates
- L1 technician 350,000 VND per hour; L2 systems engineer 450,000 VND; L3 specialist 550,000 VND.
- Onsite rates
- L1 half day (up to 4 hours) 700,000 VND, full day 1,100,000 VND. Excluding VAT.
- Contract
- None. Level and price are confirmed before work starts.
- Prepaid hours
- 10 hours 3,000,000 VND, 20 hours 5,600,000 VND, valid for 6 months.
- Onsite area
- Ho Chi Minh City and Da Nang; travel elsewhere at cost.
- Languages
- English, Chinese, Japanese, Korean and Vietnamese.
UPTECH · Updated
Who is on-call IT support for?
Offices with occasional issues, or companies that want to try UPTECH before a monthly contract.
- Small offices with fewer than 10 users and occasional issues.
- One-off setup: new laptops, printers, Wi-Fi, moving data to new machines.
- Incidents that need an engineer: server down, office network outage, company email failure.
- In-house IT teams that need extra hands or senior help for a day.
- Foreign managers who need a technician who speaks their language.
Typical on-call work
Each request is assigned the right level; if a higher level is needed, we confirm with you first.
L1 · Technician
- Slow, frozen or non-booting computers, malware.
- Printers and scanners, scan to email or folder.
- Weak Wi-Fi, single-machine network issues, office software.
- Outlook, Microsoft 365 or Google Workspace issues for individual users.
- Preparing machines for new staff, moving data to new machines.
L2 · Systems engineer
- Servers, NAS, backup, shared folder permissions.
- Office-wide outages, routers, firewalls, VPN.
- Company-wide email issues, domains, account security.
L3 · Specialist
- Infrastructure design, office moves, recovery after serious incidents.
- IT security audits and security incident investigation.
How on-call support works
No contract; every job has a quote and a service record.
- 01
Send a request
Describe the issue via the form, Zalo or phone; screenshots help.
- 02
Level and quote
We set the level (L1–L3), the approach (remote or onsite) and the maximum cost before work.
- 03
Remote first
Most software, email and account issues are fixed remotely to save time and cost.
- 04
Onsite when needed
Hardware, network, printer or on-premise issues: a technician visits by appointment.
- 05
Record and invoice
Cause, work done and prevention advice; Vietnamese VAT e-invoice.
On-call IT support rates
Excluding VAT, invoiced in VND. Customers with a monthly contract receive 20% off.
| Engineer level | Remote / hour | Onsite: half day · full day |
|---|---|---|
| L1 · Technician | 350,000 VND | 700,000 VND · 1,100,000 VND |
| L2 · Systems engineer | 450,000 VND | 1,500,000 VND · 2,600,000 VND |
| L3 · Specialist | 550,000 VND | 1,800,000 VND · 3,100,000 VND |
| 10 prepaid hours | 3,000,000 VND | Valid 6 months, L1–L2 work. |
| 20 prepaid hours | 5,600,000 VND | Valid 6 months, L1–L2 work. |
A half day covers up to 4 hours on site. Travel outside Ho Chi Minh City and Da Nang is charged at cost. Estimate your monthly cost
On-call, prepaid hours or a monthly contract?
Choose by the hours of support your office usually needs each month.
| On-Call Support | Prepaid Support Hours | IT Maintenance Contract | |
|---|---|---|---|
| Best for | Under 3–4 hours a month | About 3–10 hours a month | Over 10 hours a month or maintenance needed |
| Payment | Per job | Prepaid, used over 6 months | Fixed monthly |
| SLA | By appointment | By appointment | Yes, in the contract |
| Preventive maintenance | No | No | Every 2 months per computer |
| Reporting | Record per job | Hours statement | Monthly report |
After every job
You always know what was done and why.
- Service record
- Cause of the issue, work done and time spent.
- Recommendations
- How to avoid a repeat, hardware to replace or upgrade.
- Invoice
- Vietnamese VAT e-invoice matching the confirmed quote.
On-call IT support: common questions
At UPTECH, an L1 technician on site costs 700,000 VND for a half day (up to 4 hours) or 1,100,000 VND for a full day, excluding VAT. Remote support is 350,000 VND per hour. Server and network work is charged at the L2 rate.
Request IT support
Describe the issue; we confirm the level and cost before we start.
- Choose the right support model
- Clarify scope, SLA and extras
- Receive a quote for your actual office
This form is for service enquiries. Existing customers use their agreed support channel.
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