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This policy describes how CTA Solution Co., Ltd. maintains, updates and supports CTAS products, starting with CTAS Work in the iOS app and at work.ctas.vn.
1. Scheduled maintenance
- Scheduled maintenance happens outside peak hours, preferably between 22:00 and 05:00 (Vietnam time).
- For maintenance expected to interrupt the service for more than 15 minutes, we give at least 24 hours’ notice in the app, by email or on the website.
- Stored data is not affected by maintenance. If staff cannot clock in during maintenance, managers can add the time afterwards.
2. Emergency maintenance
To fix a security vulnerability or a serious incident we may carry out maintenance immediately without notice, and will tell you the cause and recovery time as soon as possible.
3. Version updates
- New features and fixes ship regularly; the web version updates automatically and the iOS and Android apps through the App Store and Google Play.
- The app invites you to update when a new version is out. When an old version is no longer safe or compatible, the app requires an update before you can continue.
- Significant changes to features or plan limits are announced with reasonable notice.
4. Support channels
- Email: support@ctasolution.vn
- Hotline: 0931 102 398
- Detailed user guides and courses on CTAS Work in CTAS Course, for users to look up at any time.
- CTA Solution’s Zalo Official Account and the form on the Contact page.
- Support hours: Monday – Friday, 8:30 – 17:30 (excluding public holidays). Level-1 incidents are accepted out of hours by hotline.
5. Incident levels
| Level | Description |
|---|---|
| Level 1 — Critical | A whole organization cannot sign in, clock in or close payroll. |
| Level 2 — High | A main feature is broken for many people but a workaround exists. |
| Level 3 — Normal | Minor bugs, how-to questions and feature suggestions. |
6. Support level
- Every plan — and the trial — gets the same support, through the channels in section 4. CTA Solution does not tier support by plan.
- Support requests get a first response within one business day.
- Incidents are handled by the levels in section 5: level-1 incidents always come first.
- To learn how to set up and use the product on their own, users can follow the CTAS Work guides and courses in CTAS Course.
7. Data during incidents
CTA Solution maintains the backup and recovery measures of its infrastructure providers. When an incident affects data, we inform the organization’s administrators of the scope and the remediation.
8. Contact
CTA Solution Co., Ltd. — 215 Bach Dang Street, Hanh Thong Ward, Ho Chi Minh City · Email: support@ctasolution.vn