Businesses need to know in advance how long it will take to get a response, so they can plan contingencies for payroll or timesheet closing periods. This article is a ready-made framework; the committed figures must be signed off by Tanca before publication.
TO BE CONFIRMED BY THE COMPANY before publishing. All figures in this article are currently blank. Response time commitments are contractual commitments — both customers and regulators can cite them. Tanca's Board of Directors and Customer Care team must finalize every cell before this article is published. Do not publish this article with estimated figures.
Severity classification
Before talking about timing, we need to agree on how to classify severity. The four-level framework below is a common standard in the enterprise software industry and is proposed for Tanca to finalize.
| Level | Definition | Example |
|---|---|---|
| P1 — Critical | The system is unusable, or incorrect data affects money | No one can log in; payroll is calculated incorrectly for the whole company |
| P2 — High | A major module is unusable, with no workaround yet | The timesheet can't be closed during the closing period |
| P3 — Medium | An issue that causes inconvenience but has a workaround | An exported file has formatting errors but can still be viewed on screen |
| P4 — Low | Usage questions, feedback, minor display issues | A typo in the interface |
Commitments by plan — pending confirmation
| Level | Basic plan | Advanced plan | Premium plan |
|---|---|---|---|
| P1 — first response time | to be added | to be added | to be added |
| P2 — first response time | to be added | to be added | to be added |
| P3 — first response time | to be added | to be added | to be added |
| P4 — first response time | to be added | to be added | to be added |
| Support channels available | to be added | to be added | to be added |
| Dedicated account manager | to be added | to be added | to be added |
| Support outside business hours | to be added | to be added | to be added |
Plan names also need to be finalized. Tanca's external and internal documents currently use two different sets of plan names. The Help Center will use whichever set the Board of Directors finalizes, and that set must be consistent with article C4-01.
Response time vs. resolution time
These two concepts are often confused and are the source of most disputes with customers.
| Concept | Meaning |
|---|---|
| First response time | From when the ticket is received until a real person replies and confirms it is being handled |
| Resolution time | From when the ticket is received until the issue is resolved |
Industry practice is to commit only to first response time, while resolution time is a best-effort commitment with regular updates. The reason is that resolution time depends on the nature of the issue and can't be controlled in advance. We recommend Tanca follow this practice.
What businesses should prepare in advance
- State clearly in your internal process who is allowed to open tickets with Tanca — usually administrators, not every employee.
- Plan contingencies for the two most important periods: timesheet closing and payroll closing.
- Avoid scheduling payroll closing right up against the last possible day — leave at least one buffer day.
- Keep the support hotline and Zalo contact somewhere your HR team can access immediately.
