Service Commitment

1. Definition of Service Level Agreement (SLA)

A Service Level Agreement (SLA) is an agreement between the Service Provider (VietHosting) and the Customer, which clearly defines specific service standards, VietHosting's responsibilities, and compensation policies should the committed standards not be met. This SLA aims to affirm our service quality, build trust, and provide Customers with absolute peace of mind when registering for and using our services.

In this document, the Service Provider is VietHosting Solutions Company Limited (hereinafter referred to as "VietHosting", "We", "Us"). VietHosting provides services listed and detailed on our official website: https://viethosting.com.

The Customer refers to any individual, legal entity, or organization that registers for and/or uses services provided by VietHosting. Registering for and using services implies the Customer's acceptance of the terms in the Service Contract (if any) and this SLA.

2. Uptime Commitment

VietHosting commits to ensuring a Service Uptime of 99.5% or higher for the following services: Web Hosting, Reseller Hosting, KVM VPS, Dedicated Servers, and Colocation Services. This commitment excludes Scheduled System Maintenance (as defined in Article 7), Force Majeure events (as defined in Article 8), and Exclusion Scenarios (as defined in Article 9) of this SLA.

This means that in a 30-day month, the maximum permissible 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 Article 10 regarding Compensation Policy.

A service is considered **Unavailable (Downtime)** when the Customer is unable to access core functionalities of the service due to issues from VietHosting's server systems, storage systems, or network connectivity. Affected access methods may include: Website, Hosting Control Panel (cPanel & WHM or DirectAdmin), VPS Control Panel, SSH connection, or when ping requests to the service server time out.

Service Downtime does not include the following cases:

For Web Hosting and Reseller Hosting:

• Service unavailability due to the Customer's domain name expiration or DNS configuration errors طرف The Customer or their domain registrar.
• Issues related to sending/receiving emails or emails being classified as spam. For professional and high-reliability email needs, Customers should consider using our dedicated Email Hosting services.
• Service inaccessibility due to Customer-side configuration errors (e.g., incorrect .htaccess file configuration causing 403, 500, 502 errors; website source code errors).
• Service inaccessibility due to issues with the Customer's network, or errors on the Customer's end-user devices (operating system errors, viruses).
• Service inaccessibility due to the Customer's account being suspended for violating the Terms of Service or due to the Customer's source code causing overload and affecting the stability of the shared server system.

For KVM VPS, Large VPS, and Dedicated Servers:

• File system errors on the VPS/Dedicated Server caused by Customer actions or software installed by the Customer.
• Configuration errors of iptables, firewall, or applications installed and managed by the Customer on the VPS/Dedicated Server.

For Colocation Services:

• File system errors on the Customer's server.
• Hardware failures on servers owned by the Customer.
• Configuration errors of iptables, firewall, or services on the server managed by the Customer.

3. Technical Support Commitment

VietHosting provides the following contact channels for Customer support:

- Hotline: 0966 70 70 70 - 0925 780 780

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

- Email: support@viethosting.com

VietHosting commits to the following working hours and response times:

- Phone (business hours): 07:30 – 18:00, Monday to Saturday (GMT+7)

- Hotline, Ticket System, Email: Support available 24/7/365

VietHosting commits to an initial response to Customer support requests via the Ticket System and Email within a maximum of 4 hours. This response time excludes national holidays and Tet holidays as stipulated by Vietnamese law.

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 automatic daily and weekly data backups for Web Hosting and Reseller Hosting services using an overwriting mechanism (the newest backup replaces the oldest of the same type). Daily backups are typically performed between 03:00 and 05:00 (GMT+7). These backups are primarily intended for risk prevention and system recovery in the event of severe hardware or infrastructure failures on VietHosting's side.

Customers are responsible for proactively and regularly backing up their important data, especially before performing updates, upgrades, or modifications to website source code. VietHosting is not liable for data loss if the Customer fails to perform such backups. However, in the event of unforeseen incidents, VietHosting will make its best effort to assist the Customer in restoring from the most recent available system backup (if available and technically feasible).

For VPS Services (KVM VPS, Large VPS):

For VPS services, VietHosting does not include automatic periodic data backup services, unless a separate supplementary backup service agreement is signed between both parties.

Customers are solely responsible for managing and performing regular backups of their own data, especially before undertaking system updates, upgrades, or modifications to source code. VietHosting is not liable for data loss if Customers fail to comply with this regulation.

For Dedicated Server Services:

For Dedicated Server services, VietHosting does not include automatic periodic data backup services, unless a separate supplementary backup service agreement is signed between both parties.

Customers are solely responsible for managing and performing regular backups of their own data. VietHosting is not liable for data loss if Customers fail to comply with this regulation.

For Colocation Services:

For Colocation services, VietHosting does not perform data backups for Customer servers, unless a separate supplementary backup service agreement is signed.

Customers are solely responsible for managing and performing periodic backups of their data on their servers. VietHosting is not liable for data loss if Customers fail to comply with this regulation.

5. Hardware Replacement Commitment (Applicable to Dedicated Servers)

VietHosting commits that in the event of a hardware failure on a Dedicated Server requiring replacement, the faulty hardware will be replaced with an equivalent or better component within a maximum of 4 business hours from the time VietHosting confirms the hardware issue. This commitment excludes force majeure events such as the unavailability of replacement components in the market or from suppliers, or during hardware suppliers' official holidays or Tet holidays as per regulations.

6. Data Security and Customer Information Confidentiality Commitment

VietHosting commits to implementing appropriate technical measures and management procedures to maintain the highest possible level of security for Customer data and information during network transmission and when stored on systems managed by VietHosting, in accordance with our Privacy Policy.

VietHosting commits not to infringe upon or access Customer data without explicit consent, nor to disclose or provide Customer data or information to any third party, except when legally required by competent state authorities under Vietnamese law.

7. Scheduled System Maintenance Policy

System maintenance is a necessary activity performed periodically or as needed by VietHosting to ensure that the service delivery system always operates stably, securely, and optimally. VietHosting will make every effort to minimize any service disruptions that may occur during maintenance.

For Scheduled Maintenance, VietHosting will notify Customers at least 24 to 48 hours prior to the commencement of maintenance via the Customer's registered email address or through public announcements on the https://viethosting.com website.

For Emergency Maintenance required to address critical issues or severe security vulnerabilities, VietHosting may perform such maintenance with shorter notice, at least 15 minutes prior to commencement, via email, phone, or other appropriate communication channels.

The total scheduled maintenance time in a month is committed not to exceed 04 hours.

8. Force Majeure Events

VietHosting shall not be liable for compensation for service interruptions or failure to fulfill its obligations due to Force Majeure events. Force Majeure events are objective events that are unforeseeable and unpreventable despite all necessary and possible measures being taken, including but not limited to: war, civil unrest, riots, strikes, fires, floods, earthquakes, other severe natural disasters, embargoes, decisions or interventions by competent state authorities, large-scale Distributed Denial of Service (DDoS) attacks, attacks on national/international DNS systems, or widespread failures of national and international Internet networks beyond VietHosting's reasonable control.

In such Force Majeure events, VietHosting will make its best efforts within its capacity to notify Customers and discuss with Customers to find suitable remedies or mitigation measures.

9. Exclusions from Uptime Commitment

In addition to the aforementioned cases, Downtime will not be calculated, and VietHosting will not be liable for compensation in the following exclusion scenarios:

• Issues originating from the Customer's network system, Customer's Internet connectivity problems, or other network issues outside the direct control of VietHosting's infrastructure.
• Hardware or software failures on the Customer's end-user devices (computers, phones, etc.).
• Errors arising from incorrect installation, misconfiguration, or improper technical intervention by the Customer on the service, not following VietHosting's guidelines and recommendations.
• Software incompatibility, operating system errors, or malware on the Customer's devices preventing access to the service.
• Customer violations of the terms stipulated in the Service Contract or this SLA, leading to service restriction or suspension.
• Denial of Service (DoS, DDoS) attacks targeting the Customer's specific website or IP address, which are not large-scale attacks on VietHosting's overall infrastructure.

10. Compensation Policy

In the event that VietHosting fails to meet the Service Uptime commitments as agreed in Article 2 of this SLA, and such failure does not fall under the circumstances specified in Article 7 (System Maintenance), Article 8 (Force Majeure), and Article 9 (Exclusion Scenarios), the Customer will be compensated as follows:

The compensation level is calculated based on a percentage of the monthly service fee for the month in which the incident occurred, corresponding to the actual Uptime level:

Uptime 99.5% or higher: 0% of monthly service fee

Uptime below 99.0% to 98.5%: Compensation of 10% of monthly service fee

Uptime below 98.5% to 98.0%: Compensation of 20% of monthly service fee

Uptime below 98.0% to 97.5%: Compensation of 30% of monthly service fee

Uptime below 97.5% to 95.0%: Compensation of 50% of monthly service fee

Uptime below 95.0%: Compensation of 100% of monthly service fee

11. Compensation Claim Procedure and Method

To claim compensation, the Customer must notify VietHosting of the SLA commitment breach by submitting a ticket via the system at https://clients.viethosting.com or sending an email to support@viethosting.com, within 07 (seven) working days from the time the incident is confirmed by VietHosting to be fully resolved.

The request must provide complete information about the affected service, the time of the incident, a detailed description, and any relevant evidence (if available). VietHosting will review and respond to the Customer's request at the earliest opportunity.

If no response is received within 24 working hours, it may be due to a technical issue preventing VietHosting from receiving the request. In this case, Customers are advised to follow up via other channels such as phone (0966 70 70 70 - 0925 780 780) to ensure the request is received.

The compensation amount (if approved) will be provided by VietHosting by crediting equivalent service usage time to the Customer's current or next service cycle, or by another method mutually agreed upon by both parties.

12. Contact Information

For any inquiries or requests related to this Service Level Agreement (SLA), please contact us:

VietHosting Solutions Company Limited

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

Primary Mailing Address: 232/7 Ngo Quyen, Ward 8, District 10, Ho Chi Minh City

Email: support@viethosting.com

Phone: 0966 70 70 70 - 0925 780 780