This is the full text published in the Phase 7 package. Effective dates, responsible contacts and contract-specific parameters are maintained in the corresponding release and deployment records.
Support scope
The support annex identifies products, versions, sites, environments and covered tasks. Website assistance, API integration, system operations and hardware repair are different scopes. Devices, SDKs and customizations are not assumed to receive identical coverage; out-of-scope components are explained and routed appropriately.
L1, L2 and L3 model
Reference model: the relying organization provides L1 intake and on-site assistance; Mobile-ID provides L2 integration and operations within its scope; suppliers provide L3 hardware, SDK or algorithm support under agreement. The receiving party continues tracking rather than closing a case merely because it was transferred. Authorized escalation contacts require customer confirmation.
Request information
Record the case reference, organization, location, version, issue category, time, impact and response channel. Users may start through info@mobile-id.vn but must not include palm images, templates, tokens, keys or personal records in general email. Technical logs are minimized and shared through an approved channel after authorization is checked.
Triage and priority
Priority reflects safety, service rights, data impact and affected service points, not merely caller volume. Suspected security incidents enter incident handling while a support contact remains assigned. Response times, working hours, on-call coverage and urgency criteria are contractual; this draft sets no fixed response commitment.
Controlled support access
Remote support requires a request, customer approval, task scope, time limit and named operator. Prefer synthetic reproduction before real-data access. Do not enable persistent access, export a database or forward data to a supplier merely to accelerate troubleshooting. Completion revokes temporary access and records performed actions.
Repair and replacement
Replacement records identify model, serial number, versions, fault, residual data and old/new device identities. Revoke access or certificates according to deployed capability and handle residual data before hardware transfer. Do not publish warranties, advance replacement, RMA deadlines or free replacement terms before supplier conditions are confirmed.
Updates and escalation
Each escalation records recipient, shared information, sensitivity and next action. The case owner updates the customer on known facts, limitations and confirmed next checkpoints. System modifications follow change approval; a support ticket does not itself authorize production changes.
Closure and review
Close after recording the cause or conclusion, remedy, version, test outcome and authorized confirmation under the agreement. Remaining limitations and follow-up actions survive closure. Support records have their own retention schedule; trend reporting removes unnecessary personal information and informs documentation, device and process improvements.
Responsibility & deployment annex
Detailed responsibilities are determined by activity and deployment records; this public document does not replace customer-specific contractual annexes.
- The relying organization defines business purposes, populations and operational authority within the deployment.
- Mobile-ID supplies and operates components within the agreed scope, including integration, control configuration and related evidence.
- Device suppliers support models, firmware, SDKs and maintenance within authorization; data access is never implicit.
- Legal, security and service ownership assignments are maintained in each organization’s operating records.
Execution and evidence cycle
- Record purpose, organization, data/device scope and the business reference.
- Verify authority, applicable conditions, configuration and relevant obligations.
- Execute with data minimization, authorization and necessary evidence.
- Close with confirmations from relevant systems, response handling and remaining exceptions.
Legal and reference sources
Detailed obligations, periods and exceptions apply according to law, contract and the actual service configuration.