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Sign inSERVICE LEVEL AGREEMENT - SLA
1. Guarantees the following monthly uptime for the service:
| Services | Uptime Commitment | Maximum downtime (minutes) |
| Web Hosting(Professional, High quality, Super, Reseller, Dedicated) Wordpress Category(Seo, Nodejs, Python, Database, Sing, Java) |
99,9% |
43 |
|
Cloud Server |
99,9% |
43 |
|
Email Server |
99,9% |
43 |
|
DNS Pro And DNS Domain Name Server |
99,9% |
43 |
|
E-invoice |
99,9% |
43 |
|
VOIP |
99,9% |
43 |
|
Google Workspace |
According to Google's own commitment | |
|
Microsoft 365 |
According to Microsoft's own commitment | |
- Monthly uptime of the service is calculated using the following formula:
% Uptime = [(43200 - Number of minutes interrupted) : 43200] x 100%
- If the monthly uptime of the service is lower than theUptime Commitmentlevel, we will compensate you based on the service value of that month. The compensation ratio is specified as follows:
| Uptime | Compensation Ratio |
|
From 99% to Less than the Uptime Commitment of the service type |
20% |
|
From 90% to 98.99% |
40% |
|
Lower than 90% |
100% |
- The compensation percentage is calculated based on the total pre-tax service value of that month.
- When the compensation conditions are met, the compensation amount will only be added to your service usage time.
- The compensation value only includes the direct service value, does not exceed the contract value and does not include:
- Initial setup fees.
- License fees associated with monthly or any other cycle rental services.
Uptime
Uptime refers to the time a system is available and operational, measured in minutes per month. It is calculated by subtracting the percentage of time the system is unavailable (downtime) from 100%. The uptime commitment does not apply in cases of exclusions listed in this document.
Downtime
- Downtime is the total number of minutes per month that service is interrupted due to technical issues.
- Under normal circumstances, downtime does not include planned upgrades or maintenance that have been announced 24 hours in advance (see Maintenance Announcement section) via email or text message, if possible.
- In emergency situations, we will notify you of the incident handling plan 60 minutes in advance via email, text message, or direct phone call, if possible.
2. Force Majeure Exclusions:
We apply the following general exclusions and specific exclusions for each service type. If an interruption occurs due to these reasons, it will not be counted towards the service downtime.
3. General Exclusions Applicable to All Services:
- Internet service provider (ISP) disruptions between the customer's location and the data center.- Any disruption not within P.A Vietnam's control.
- Overloads caused by DDOS, DOS, or intentional attacks on any server component.
- Accidents caused by natural disasters or flooding.
- Any impact from Control Panel or configuration changes made by the customer or staff at the customer's request during customer support.
- Misuse of the service or violation of any terms of use.
- Exceeding the technical specifications of the service.
- Service expiration or impact due to renewal, upgrade, or service package change.
- Trial services (if any) or temporary resource parameter adjustments.
- Any interruption caused by the customer's computer, device, or web browser.
- Cases caused by factors beyond P.A Vietnam's control, such as: Data center disruptions or equipment damage caused by a third-party provider (i.e., at the data center where the service servers are located), fire, terrorism, embargo, war, government agency requests, or national network disruptions. Force majeure events mentioned in the contract.
- Force majeure events mentioned in the contract.
4. Specific Exclusions for Web Hosting:
- Use of the service for advertising, view-boosting, traffic generation, website exploitation as storage or hotlinking.- Errors caused by website source code, plugins, themes, malware, virus, or phishing infections.
- Traffic and access frequency exceeding the allocated resource parameters of the service, not due to P.A Vietnam's fault.
- Server blocking IP access to prevent DDOS attacks or excessive user login failures.
- Browser errors that occur while the system and hosting server are still functioning properly.
5. Specific Exclusions for Cloud Server, Cloud Server Pro, and Cloud Server Super:
- Applies to times outside of administrator operations.- Excludes impacts due to software or operating system errors or previous virus or malware infections.
- Excludes disruptions to internal network connections between Cloud Servers.
- Cloud Server with an average network port traffic of over 70% for 5 minutes.
- Errors caused by configuration and software within the Cloud Server.
6. Specific Exclusions for Email Server:
- Sending and receiving emails via WebMail.- Outgoing emails not reaching their destination due to the server's IP being temporarily rejected by the receiving system or being identified as spam by the receiving system.
- Emails not being received due to the server identifying incoming emails as spam.
- The customer's domain name or links contained in the email content or links in the email content pointing to an IP that is blacklisted by one of the anti-spam and phishing organizations.
- The customer's internal system is infected with a virus or malware that automatically sends spam emails and clogs the system.
- Emails blocked or filtered by third-party antivirus software or filters not under P.A Vietnam's control.
- The customer's system IP is blocked by email software or firewall for violating security policies.
7. Specific Exclusions for Google Workspace and Microsoft 365:
- According to the specific commitments quoted by the supplier.- Excludes disruptions due to temporary inability to configure services, add accounts, or licenses.
8. Specific Exclusions for E-Invoice:
- Disruptions to the connection to the General Department of Taxation system.- Errors originating from the General Department of Taxation system.
9. Specific Exclusions for VOIP:
- Disruptions originating from the carrier managing the phone number.- Customer's late payment of fees to the carrier managing the phone number.
10. Specific Exclusions for DNS Pro and DNS Name Server:
- Excludes disruptions due to domain name locks and during the state transition or name server change process.- Domain names in dispute or locked due to policy.
11. To be eligible for compensation for service downtime, you must ensure the following:
- Submit a compensation request to us through the https://support.pavietnam.vn channel within 5 days of the service interruption.- All compensation requests must be accompanied by the ticket code related to the technical issue that caused the service disruption.
- Your account must not violate P.A Vietnam's security policies and terms of service.
- Sensitive information should be obscured or replaced with asterisks.
Additional notes:
- The compensation policy may vary depending on the type of service and the severity of the disruption.- P.A Vietnam may investigate the reported issue to verify its cause and determine eligibility for compensation.
- It is recommended to keep records of all communication and documentation related to the service disruption and compensation request.
