Service Level Agreement

1. Definition

A Service Level Agreement (SLA) is a commitment that outlines the responsibilities and compensation policies of a service provider towards its customers in the event that the services provided do not meet the agreed commitments. This agreement aims to affirm the provider's reputation and offer customers greater trust and peace of mind when using the services.

In this document, VietHosting Solutions Company Limited (referred to as "VietHosting", "VietHosting Solutions", "we" as applicable) provides the services listed on the website https://viethosting.com

Customer refers to any individual, entity, or organization using the services provided by VietHosting. A contract exists between the Customer and VietHosting regarding the provision and use of services.

2. Availability Commitment

VietHosting commits to a service availability of 99.5% or higher for Web Hosting, Reseller Hosting, KVM VPS, Dedicated Server, and Server Colocation services (excluding scheduled System Maintenance as specified in Article 7, Force Majeure events as specified in Article 8, and Exclusion Scenarios as specified in Article 9).

This means in a 30-day month, the maximum allowed service downtime is: 30 days x 24 hours x 60 minutes x 0.005 = 216 minutes. If the service downtime exceeds this limit, the Customer is entitled to claim compensation from VietHosting as stipulated in the Compensation for Damages in Article 10.

A service is considered down if VietHosting's server system, storage system, or network connection is inoperable, preventing Customer access to the service via the Website, Hosting Control Panel (cPanel & WHM or DirectAdmin),VPS Control Panel, SSH, or ping request time-out.

Service downtime excludes:

For Web Hosting and Reseller Hosting:

Service unavailability due to domain expiration or DNS errors.

Email delivery or reception issues, or emails being flagged as spam. Customers requiring reliable email services should consult and subscribe to Email Hosting packages.

Service inaccessibility due to user-induced errors, such as incorrect .htaccess configurations causing 403, 500, 502 errors, etc..

Service inaccessibility due to user network service errors, operating system errors, or viruses.

Service inaccessibility due to account suspension for service term violations or use of code affecting the system locally.

For Vietnam VPS (KVM VPS, Large VPS):

Service inaccessibility due to file system errors

Service inaccessibility due to iptables, firewall, or application errors on the VPS during use.

For Dedicated Server:

Service inaccessibility due to file system errors.

Service inaccessibility due to iptables, firewall, or application errors on the Server during use.

For Colocation:

Service inaccessibility due to file system errors.

Service inaccessibility due to customer hardware failure.

Service inaccessibility due to iptables, firewall, or server service errors during use.

3. Support Commitment

VietHosting provides the following contact methods for Customer support:

- Hotline: 0966 70 70 70 - 0925 780 780

- Ticket: https://clients.viethosting.com

- Email: support@viethosting.com

- Telegram: viethosting

VietHosting commits to the following response times:

- Phone: 7:30 AM – 6:00 PM, Monday to Saturday

- Hotline, Ticket, Email: 24x7x365

- Telegram: 24x7x365

VietHosting commits to responding to customer requests within 4 hours. Response times exclude legal holidays.

4. Data Backup and Recovery Commitment

The regulations concerning data backup and recovery are as follows:

For Web Hosting and Reseller Hosting Services:

VietHosting commits to performing daily and weekly data backups for Web Hosting and Reseller Hosting services using an overwriting mechanism. Daily backups will overwrite the previous day's backup, and weekly backups will overwrite the previous week's backup. Daily backups are performed between 03:00 AM and 05:00 AM. These backups primarily serve in the event of hardware failure.

Customers are responsible for regularly backing up their data or before updating, upgrading, or modifying the source code or website. VietHosting is not liable if customers fail to comply with this regulation. However, in force majeure circumstances, VietHosting will endeavor to provide customers with the most recent available backup for recovery, if possible.

For VPS Services:

VietHosting does not perform periodic data backups for VPS services unless there is a separate agreement in the service contract.

Customers are responsible for managing and regularly backing up their own data or before updating, upgrading, or modifying the source code or website. VietHosting is not liable if customers fail to comply with this regulation.

For Dedicated Server Services:

VietHosting does not perform periodic data backups for Dedicated Server services unless there is a separate agreement in the service contract.

Customers are responsible for managing and regularly backing up their own data or before updating, upgrading, or modifying the source code or website. VietHosting is not liable if customers fail to comply with this regulation.

For Colocation Services:

VietHosting does not perform periodic data backups for colocation services unless there is a separate agreement in the service contract.

Customers are responsible for managing and periodically backing up their own data or before updating, upgrading, or modifying the source code or website. VietHosting is not liable if customers fail to comply with this regulation.

5. Hardware Replacement Commitment

VietHosting commits that in the event of hardware failure requiring replacement, the faulty hardware will be replaced with equivalent hardware within a maximum of 4 hours from the notification of the issue, except in special cases such as hardware unavailability from hardware suppliers or during hardware suppliers' non-business hours.

6. Data and Information Security Commitment

VietHosting commits to providing the highest level of security for customer data and information when data is transmitted over network connections and when stored on VietHosting's systems.

VietHosting commits to not infringe on client data, nor to disclose or provide client data information to any third party, except in cases required by law.

7. Periodic System Maintenance

System maintenance is a mandatory task for VietHosting to ensure that the service provision system always operates optimally. Maintenance may be scheduled for any day of the week (including weekends) and at any time of day. However, VietHosting will make every effort to minimize service disruption. System maintenance will be conducted by VietHosting as follows:

Scheduled maintenance will be announced to clients 24 to 48 hours prior to the maintenance start time via email or announcements on the website https://viethosting.com

Emergency maintenance may be conducted with a notification to clients at least 15 minutes prior to the maintenance start time via email or telephone.

The total maintenance time in a month will not exceed 4 hours.

8. Force Majeure

VietHosting shall not be liable for compensation for service interruptions that occur beyond VietHosting's control and are beyond VietHosting's control, unrelated to VietHosting's errors or negligence, such as: war, fire, flood, terrorism, embargo, requests from state management agencies, DNS attacks, or national and international network incidents beyond VietHosting's control.

In such cases, VietHosting will make every effort to adhere to the agreements. However, if the service quality does not meet the terms in this agreement, VietHosting will negotiate with clients on specific handling methods that can be implemented.

9. Exclusion Situations

Errors due to the client's network system or other network incidents beyond VietHosting's control that prevent the client from using VietHosting's services.

Errors in client's equipment or software.

Errors due to the client's incorrect installation or configuration compared to VietHosting's instructions.

Errors due to the operation of the operating system or other software on the client's computer that cause the service to not function.

The client fails to comply with the terms of the service contract or the terms of service previously agreed upon by both parties.

10. Compensation for Damages

In cases where VietHosting fails to meet the service quality commitments agreed upon with the client according to the terms specified above, and this failure does not fall under the Force Majeure situations specified in Article 8, Periodic System Maintenance specified in Article 7, and the Exclusion Situations specified in Article 9, the client will be compensated as follows:

Service Availability: If the service interruption time exceeds 216 (two hundred and sixteen) minutes in a month, VietHosting will refund the client the service fee corresponding to the availability level as follows:

99.5% or higher: 0%

Below 99.0%: 10%

Below 98.5%: 20%

Below 98.0%: 30%

Below 97.5%: 50%

Below 95.0%: 100%

11. Compensation Method

The client shall notify VietHosting of the breach of agreement and request compensation by sending an email to support@viethosting.com within 7 days of the issue occurring.

If no response is received within 24 hours, it will be assumed that technical issues have occurred that prevented VietHosting from receiving the client's request. In this case, the client may notify VietHosting by telephone at 0966 70 70 70 - 0925 780 780.

The compensation amount will be paid to the client by VietHosting by converting it into service usage time and adding it to the client's service usage time.

12. Contact Information

VietHosting Solutions Company Limited

Head Office: 3rd Floor, ACM Building, 96 Cao Thang, Ward 4, District 3, Ho Chi Minh City

Office: 232/7 Ngo Quyen, Ward 8, District 10, Ho Chi Minh City

Email: support@viethosting.com

Telegram: viethosting

Phone: 0966 70 70 70 - 0925 780 780