Vietnam Rise Officially Launches the "Helpdesk" Program

Vietnam Rise is pleased to launch a digital security helpdesk service. This helpdesk service is part of the Terali Project, a partnership of four civil society-focused helpdesks that aims to improve digital security for East and Southeast Asian civil society. Focal countries include Vietnam, Malaysia, Thailand, Tibet, Cambodia, and Hongkong.

ELIGIBILITY

The helpdesk is offered to: 

  • Activists, human rights defenders, independent journalists, and community organizers engaged in civic or rights-based work in Vietnam. 

  • Members of the Vietnamese diaspora that are involved in advocacy or organizing related to Vietnam. 

  • Non-Vietnamese regional partners and their networks.  

HELPDESK PROCESS

The best way to contact our Helpdesk service is via our email help@vietnamrise.org but we will also be able to receive cases via Signal (+12029366881). From here the process will be as follows:

  1. Intake: A staff member will respond to your request with a series of questions seeking to better understand your issue.

  2. Vetting: The staff member will also check that your problem falls within our scope of service and verify the legitimacy of the user.

  3. Assessment: The helpdesk team will formulate a diagnosis of the problem based on information provided.

  4. Remediation: The helpdesk team will formulate and carry out a solution to your problem.

  5. Referral & Escalation: When needed, we will escalate your problem to trusted partners or platforms with the resources required to provide a solution.

  6. Ticket Closure: Once the problem has been resolved, we will close the ticket. 

SCOPE OF SERVICE

We primarily will respond to the following incidents.

1. Digital Security Incidents

  • Account compromise

  • Phishing attacks

  • Device seizure or confiscation

2. Social media-specific cases 

  • Shadow banning or unexplained takedowns

  • Content moderation abuse

  • Impersonation & fake profiles

3. Messaging app risks

4. Emergency data lockdown support

PREVENTATIVE TOOLS

In addition to our helpdesk, we can provide a series of preventative digital security tools to individuals and organizations through our Incubation Program and Fellowship Program. These tools include:

  • Digital wellness check with ongoing support

  •  Threat modeling coaching

  • Basic account & device protection

  • Free VPN access & set up support

  • Personal digital safety planning

  • Pre-interrogation checklists & protocols 

LIMITATIONS

We do not offer general IT services (such as fixing hardware, troubleshooting apps, or repairing devices), or high-level technical forensics related to surveillance software or malware. Our support is focused on practical, accessible incident response and prevention advice, within the scope of our services.

DATA HANDLING & RETENTION POLICY

We understand the security and privacy concerns that come with using a digital security helpdesk. Our team follows a Data Handling & Retention Policy which establishes a clear framework for the management, handling, retention, and deletion of data at Vietnam Rise. This policy is designed to ensure compliance with applicable laws and regulations, protect sensitive information, and mitigate risks associated with data retention. Our websites use encrypted protocols to receive any information users share with us and for information that our website sends back to users.

To learn more about our Data Handling & Retention Policy, please email us at help@vietnamrise.org.

Vietnam Rise.

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