Reach the team that owns your question directly — routing through the wrong channel is the most common cause of slow answers.
Primary Channels
First response is targeted within 30 minutes during business hours.
- Support hotline: +84 912.818.668 — operational and time-critical issues.
- Partner email: partners@enterprise.com — commercial and account matters.
- Portal ticket — anything requiring an audit trail or file attachments.
Escalation
Escalate when the agreed response window has passed.
- Tier 1 — assigned account lead.
- Tier 2 — regional operations manager.
- Tier 3 — partner relations division.