Post-handover support policy
123Website website warranty policy
Websites designed and hosted by 123Website receive lifetime warranty and support. This page explains coverage, reporting channels and how we handle website issues.
- Lifetime
- with 123Website hosting
- Mon–Sat
- 8:00–17:30, Sat until 12:00 (GMT+7)
- 4 channels
- hotline, Zalo, email, ticket
Some of the businesses that built their websites with 123Website
Section 01
Warranty commitment
Last updated October 12, 2026. Applies to support requests submitted from this date.
Lifetime warranty and support (with 123Website hosting)
Websites designed and hosted by 123Website receive lifetime warranty and support. Our team receives and handles issues so you are not left managing them alone after handover. Websites on other hosting receive support within the scope and term specified in their contract.
- Term
- Lifetime, with 123Website hosting
- Applies to
- Websites designed by 123Website: template packages from GOLD to DIAMOND, landing pages and custom websites, under the signed service package and contract. Zalo Mini App support follows a separate contract.
- Websites on other hosting
- Support within the scope and term specified in the contract.
- Request hours
- Mon–Fri 8:00–17:30, Sat 8:00–12:00 (GMT+7)
- After hours, Sundays and public holidays
- If your site on 123Website hosting is inaccessible, report it via hotline or Zalo. We handle it under your hosting package commitments. Other requests sent by email, Zalo or ticket are received and processed in order during business hours.
- Initial response
- A consultant acknowledges your request during business hours. If your site is inaccessible, call the hotline for priority handling.
- Request channels
- Hotline 0932 092 002, Zalo, hotro@123website.vn, tickets on 123Website ERP
- Resolution time
- Depends on severity. We provide a specific estimate when receiving your request.
Section 02
Warranty coverage
We handle the following under warranty, according to your signed service package.
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Fixing implementation faults
Faults in the design, development and deliverables provided under your package.
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Basic operational support
Our team receives and handles website issues, including after handover.
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Website management guidance
We show you how to update articles, images, products and banners without editing source code.
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SSL certificates
Sites on 123Website hosting receive free SSL (included in all three hosting packages) and use HTTPS. Other hosting or paid SSL follows the contract.
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Daily and weekly backups
Sites on 123Website hosting receive daily data backups and weekly full source code backups for recovery after incidents.
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Admin access handover
We hand over full administration rights within the contract scope so you control your digital assets.
Section 03
Support channels
Report issues through any of the four channels below. For urgent issues, call the hotline.
-
Hotline0932 092 002
Call during business hours, especially if your site is inaccessible or needs urgent attention.
Call now -
ZaloZalo 0932 092 002
Message your consultant or 123Website Zalo OA with screenshots.
Chat on Zalo -
Emailhotro@123website.vn
Suitable for detailed descriptions, multiple images or attachments.
Send email -
Ticket123Website ERP
Create a ticket on 123Website ERP to track progress on your request.
Request hours: Mon–Fri 8:00–17:30, Sat 8:00–12:00 (GMT+7). After hours, on Sundays or public holidays, send email, Zalo or a ticket for handling during business hours.
Section 04
Issue reporting process
Four steps from reporting an issue to resolution.
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Send request
Report via hotline, Zalo, email or a ticket on 123Website ERP, including the details listed below.
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Receive
Our consultant acknowledges your request and provides an estimated resolution time.
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Check and resolve
We identify the cause and fix issues covered by warranty. For work outside coverage, we quote cost and timing first and proceed only with your agreement.
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Confirm
Check your website after the fix and confirm so we can close the request.
Details to include when reporting issues
- Website domain
- URL of the affected page
- Screenshot or screen recording
- When the issue occurred
- Actions immediately before the issue
- Device and browser used
Section 05
Not covered by warranty
The following are outside warranty but available through the separate services in section 06.
- Complete website redesign or a new interface.
- New features or CRM, payment and shipping integrations outside your package.
- Issues caused by changing hosting yourself or incorrectly installing or updating plugins.
- Regular content, article and image updates (covered by website management packages).
- Annual domain, hosting and domain email renewal costs.
- Faults in third-party services (payment gateways, shipping providers, paid plugins and external APIs). We still help investigate and coordinate with the provider.
Section 06
Additional care packages
Warranty covers faults. For regular website care or weekly technical work, add one of the two packages below.
-
Monthly
Website management packages
fromVND 2,200,000/month
QTV1 package, minimum 3-month contract
- Update 5 to 10 articles monthly, depending on package
- Image and content optimization
- Check and fix broken links
- Monthly website activity reports
-
Weekly
Hourly technician packages
fromVND 300,000/week
KTV1 package, 2 hours per week
- Weekly hours, from 2 hours (KTV1)
- Design changes, new pages and partial upgrades
- Hours deducted only after the task is agreed
FAQ
Warranty policy FAQ
Don't see your question? Call our hotline 0932 092 002 or visit our FAQ page.
How long is the warranty for a 123Website site?
Websites designed and hosted by 123Website receive lifetime warranty and support. Sites on other hosting receive support under their contract. Coverage follows the signed package and contract, including implementation faults, basic operational support and website management guidance. Call 0932 092 002 or message on Zalo for our team to receive and handle issues.
What does the website warranty include?
It covers faults in our design, development and deliverables, basic operational support during incidents, content update guidance, SSL and backups (on 123Website hosting: daily data, weekly source code). Full administration rights are handed over within the contract scope.
How do I report a website issue to 123Website?
Use hotline 0932 092 002, Zalo 0932 092 002, hotro@123website.vn or a ticket on 123Website ERP during business hours: Mon–Fri 8:00–17:30, Sat 8:00–12:00 (GMT+7). Call for urgent issues. Include your domain, affected URL and screenshots to speed up checks.
How long does a fix take?
It depends on severity. We provide a specific estimate when receiving your request; after-hours requests are handled during business hours. If your site is inaccessible, report it via hotline 0932 092 002.
What is excluded from warranty?
Exclusions include complete redesigns or new interfaces, new features outside your package, issues caused by changing hosting yourself or incorrectly installing or updating plugins, regular content updates and annual domain, hosting and email costs. These are available through separate services.
Which package provides monthly website care?
Choose our website management packages from VND 2,200,000/month (QTV1, minimum 3-month contract) for article updates, image optimization and monthly reports. For weekly technical work, choose our hourly technician package from VND 300,000/week.
Submit a support request
Need website help? Send a request to 123Website
Leave your details and describe the issue. Our consultant will contact you during business hours: Mon–Fri 8:00–17:30, Sat 8:00–12:00 (GMT+7).
- Office 1st Floor, 292 Ung Van Khiem, Ho Chi Minh City
- Hotline 0932 092 002
Submit a support request
Your information is used only to advise you on our services.
Request received
Our consultant will call you back during business hours with industry templates and a package quote.
