Multilingual translations are provided for international partners' convenience and reference. In case of any discrepancy or conflict in legal interpretation, the original Vietnamese version shall prevail under Vietnamese law.
1. Hardware & HVAC Diffuser Warranty
CreditBird guarantees comprehensive manufacturer warranty support for all commercial diffuser units supplied and deployed:
Preventative maintenance of aerosol conduits, high-pressure ultrasonic nozzles, and building ventilation solenoid valves.
Hardware coverage for WiFi/Bluetooth controller motherboards, automated timer modules, and monolithic air compression pumps.
Rapid Component Replacement Policy:
- Full unit replacement within the first 30 days of operation in the event of validated manufacturing hardware defects.
- Hot-swap temporary machine delivery within 24 hours in the Ho Chi Minh City metropolitan area during diagnostic servicing.
2. COA Pure Botanical Essential Oil Quality Pledge
Essential oil purity directly governs consumer health and hardware lifespan. CreditBird certifies:
- 100% Pure Botanical Essential Oils: Zero industrial alcohol blending, strictly devoid of lead, mercury, phthalates, or prohibited additives.
- Complete International Verification Dossiers: Every batch ships with official Certificates of Analysis (COA), Material Safety Data Sheets (MSDS), and GC-MS chromatography profiles.
- Immediate Replacement Assurance: 100% replacement within 7 days if factory seals are compromised during transit or aroma profiles deviate from approved benchmark samples.
3. Service Level Agreements (SLA) for Software & ERP
For bespoke software architectures and ERP environments engineered or maintained by CreditBird, we uphold rigorous SLA benchmarks:
| Incident Priority | Business Impact Definition | Initial Response SLA | Target Resolution Time |
|---|---|---|---|
| P1 - Critical Outage | System-wide outage, transactional failure, or immediate threat of data corruption. | < 15 mins | Resolution within 2 - 4 hours |
| P2 - High Severity | Core operational degradation (sales processing, inventory ledger, billing), workaround available. | < 1 hour | Resolution within 8 hours |
| P3 - Standard Issue | Non-critical bugs, cosmetic inconsistencies, workflow user support, or minor UI adjustments. | < 4 hours | Resolution within 24 - 48 hours |
Uptime Commitment: CreditBird guarantees a minimum monthly server infrastructure and application availability of 99.9% (excluding scheduled maintenance pre-notified 48 hours in advance).
4. Warranty Intake & Incident Resolution Protocol
Incident Intake:
Submit tickets via Hotline +84 932 640 968 or email [email protected] referencing your contract code and hardware serial number.
Remote Telemetry & Triage:
Assigned engineering leads respond within 15 - 30 minutes to review telemetry error logs or initiate remote diagnostics.
Onsite Service or Code Hotfix:
Technicians dispatch onsite for hardware repairs, or engineers deploy security hotfixes to staging prior to zero-downtime production deployment.
Client Acceptance & Closure:
Formal sign-off of the incident handover report and satisfaction review upon resolution.
5. Warranty Exclusions & Billable Servicing
Complimentary warranty coverage does not apply under the following circumstances:
- Physical impacts, drops, external deformation, or liquid ingress other than approved essential oils.
- Unauthorized disassembly, unauthorized circuit modifications, or codebase tampering without prior written authorization from CreditBird.
- Damage resulting from natural disasters, lightning strikes, fire, or severe electrical grid surges exceeding hardware ratings.
- Utilization of counterfeit, mineral-diluted, or non-certified essential oils causing diffusion pump clogs or motor burnouts.
In non-covered circumstances, CreditBird provides paid maintenance and genuine component replacements at preferential rates for enterprise partners.