Service Level Agreement

This Service Level Agreement ("SLA") is a commitment of Vi Na Information Technology Data Services Joint Stock Company ("VNG Cloud") to clients and service users of VNG Cloud, and is considered as a commitment on service quality, to ensure benefits for all Clients.

This SLA applies to the following types of services of VNG Cloud:

  • - "vCDN": is a content service distribution network-based including multiple servers located at different geographical locations inside and outside the territory of Vietnam, working together to distribute and transmit download information, images, movies (movies, clips), real-time media streaming and other content quickly and efficiently to end users.
  • - "vServer": a service that provides virtual server infrastructure on demand and can expand to the ability to handle virtual hardware configurations such as CPU, RAM, Disk. It flexibly chooses different virtual server configurations and ensures service management safety by VNG Cloud’s cloud virtualization architecture.
  • - "vStorage": is a flexible, secure, and fast access solution on cloud computing.
  • - "vDB": is a service that makes it easy to set up, operate and expand the enterprise database on the cloud computing platform of VNG Cloud. With vDB, clients can absolutely.
  • - "vLB": is a service that automatically distributes traffic to the application on multiple vServers, responding to a large number of application loads. vLB provides scalability, fault tolerance and security for the application, helping clients minimize time and money in investing in load balancing solutions.
  • - "vMonitor": provides a comprehensive solution for collecting, analyzing and alerting on Metric and Log data from VNG Cloud, other Clouds or on-premise environments.
  • - "vContainer (K8S)": is an open-source Kubernetes-based platform that automates the management, scaling, and deployment of containerized applications.
  • 1. CONCEPTS AND DEFINITIONS
    • "Services": are vCDN, vServer, vStorage, vLB, vDB, vMonitor and vContainer (K8S).
    • 1.1."Client"/ "Service User": means any individual or organization using VNG Cloud's Services.
    • 1.2."Monthly Uptime" of vCDN, vServer, vStorage, vLB, vDB, vMonitor: means the period of time calculated by subtracting the number of minutes the Service System is in 'Unavailable State' (as defined below) due to the error of VNG Cloud and not including the time for maintaining, discontinuing Service due to Force Majeure events and other circumstances excluded according to the regulation in this SLA.
    • "Monthly Uptime" of vContainer (K8S): the total time the service is used by all nodes during the billing cycle, minus the minutes when the vContainer Service is in the 'Unavailable State' (as defined below) due to VNG Cloud errors. It does not include maintenance periods, service interruptions due to Force Majeure Events, and other cases excluded as specified in this SLA.
    • 1.3."Unavailable State" of vServer (Downtime of vServer) calculated based on:
      • a.vServer downtime.
      • b.Unavailable network time when VNG Cloud cannot connect to the ISPs.
        (Exception: The time that ISP network fails to connect to the end user which will not be counted).
    • "Unavailable State" of vContainer (K8S) (Downtime of vContainer (K8S)) calculated based on:
      • a.Node downtime.
      • b.Unavailable network time when VNG Cloud cannot connect to the ISPs.
        (Exception: The time that ISP network fails to connect to the end user which will not be counted).
    • 1.4."Error Rate Storage": is the percentage of error calculated by the total number of failed requests (requests) divided by the total number of requests in 5 minutes (block of 5 minutes); The total number of blocks in the payment cycle is calculated by the total number of time using the Services in minutes divided by 5 and not exceeding 8,928 blocks (equivalent to 31 days / month). The error times counted when the request returned was a value of "InternalError" or "ServiceUnavailable".
    • 1.5."Error Rate CDN": is the rate of arising errors measured by the CDN system through the error code HTTP Code Status 500 (Internal Server Error) is recorded and reported on the Portal system on the total number of requests arising in the billing cycle.
    • 1.6."Monthly Uptime Rate": calculated as 100% minus the "Error Rate" in one (1) billing cycle, or calculated as 100% minus the "Monthly Downtime Rate".
    • 1.7."Monthly Downtime Rate" is calculated by dividing the total time the system is in the Unavailable State by the total time in the month, then multiplied by 100.
    • 1.8."Force Majeure Event": means an event that happens in an objective, unpredictable and irreparable manner despite the application of all necessary measures and in the permissible capacity, including but not limited to natural disasters, enemy sabotage, extreme weather phenomena, sabotage actions, protests, strikes, and bans from Government Authorities.
    • 1.9."Error Rate vMonitor": average downtime of all alarms on a resource or log project.
    • 1.10."vMonitor Downtime": is calculated by the time when the alarm is not working right on each resource or log project and then division for a total a real Alarm minutes existed in month and then multiplication for 100%.
    • 1.11.The time when Alarm not working right: is calculated from the Alarm session failed when transferring notification to the session when Alarm working.
  • 2. MONTHLY UPTIME RATE FORMULA
    • Service Formula
      vCDN/vStorage/vMonitor Uptime = 100% - "Average Error Rate"
      vServer/vLB/vDB/vContainer (K8S) Uptime = 100% - "Monthly Downtime Rate"
  • 3. VNG CLOUD'S COMMITMENT ON MONTHLY UPTIME RATE
    • 3.1.Service Commitment
    • Service Commitment Rate Unit Equivalent
      vCDN 99,90% CDN Domain Measure the number of failed requests on the total requests.
      vServer/vDB 99,94% 1 Virtual host Equivalent to 26 minutes 05 seconds
      vLB 99,96% 1 Load Balancer Equivalent to 17 minutes 23 seconds
      vContainer (K8S) 99,94% Cluster Depends on the actual usage time in a month.
      vStorage 99,99% Project Equivalent to 0 Block fail 100% or 1 Block fail 80%
      vMonitor 99,90% Resource/Log Project 43 mins and 28 seconds
    • 3.2.Compenstation for Commitment Violations
    • If the Service fails to meet the Monthly Uptime Rate commitment, as stated above, VNG Cloud is responsible for providing the corresponding Service to the Customer. The compensation for customers is calculated as a percentage of the value during the billing period of that month.

    • - vServer/vDB:
    • Monthly Uptime Rate Downtime Equivalent Service compensation rate / 1 virtual server
      From 99,90% to less than 99,94% From 26 minutes 05 seconds to 43 minutes 28 seconds 10%
      From 95% to less than 99,90% From 43 minutes 28 seconds to 01 day 12 hours 13 minutes 27 seconds 30%
      Below 95% More than 01 day 12 hours 13 minutes 27 seconds 100%
    • - vLB:
    • Monthly Uptime Rate Downtime Equivalent Service compensation rate / 1 vLB
      From 99,90% to less than 99,96% From 17 minutes 23 seconds to 43 minutes 28 seconds 10%
      From 95% to less than 99,90% From 43 minutes 28 seconds to 01 day 12 hours 13 minutes 27 seconds 30%
      Below 95% More than 01 day 12 hours 13 minutes 27 seconds 100%
    • - vContainer (K8S):
    • Monthly Uptime Rate Downtime Equivalent Service compensation rate / 1 virtual server
      From 99.90% to less than 99.94% vContainer (K8S) downtime depends on actual monthly usage 10%
      From 95% to less than 99,90% 30%
      Below 95% 100%
    • - vCDN:
    • Monthly Uptime Rate Service compensation rate / Domain CDN
      From 99% to less than 99,90% 5%
      From 95% to less than 99% 10%
      From 90% to less than 95% 30%
      Below 90% 100%
    • - vStorage:
    • Monthly Uptime Rate Service compensation rate / Project
      From 99% to less than 99,90% 10%
      From 95% to less than 99% 30%
      Below 95% 100%
    • - vMonitor:
    • Monthly Uptime Rate Service compensation rate / 01 Resource or Project Log corresponding problem
      From 99,00% to less than 99,90% 10%
      From 95% to less than 99,00% 25%
      Below 95% 100%
  • 4. SERVICE IS NOT CONSIDERED STAGNATION IN THE FOLLOWING CASES
    • 4.1.The Service is inaccessible due to the fault of Clients, users and/or third party such as: expired domain name, Domain Name Server error (DNS), misconfiguration, operating system error, computer virus, spyware, unavailable Client’s network service, iptables system, firewall, etc.
    • 4.2.The Service is blocked because the content(s), file(s) Client stores on VNG Cloud’s system violate Vietnamese law, is accused of intellectual property infringement and/or other VNG Cloud’s regulations; Client’s use of source code affects VNG Cloud’s system; Client does not make payment for the service fee for VNG Cloud.
    • 4.3.Illegal access to other services which are not managed by Client.
    • 4.4.The Service is inaccessible because Client’s use of the service is not in accordance with the standard recommended by VNG Cloud.
    • 4.5.Due to Client’s request to stop the system.
    • 4.6.The Service is inaccessible due to errors from Client’s devices.
    • 4.7.The Service is inaccessible due to Force Majeure Event.
    • 4.8.When Client uses the sources/services of VNG Cloud to attack other systems and is detected, VNG Cloud will notify to stop the service (for example: DDOS, intentional attack, virus distribution).
    • 4.9.Service is suspended because the Client does not pay the subscription fee.
    • 4.10.Service is interrupted due to the maintenance, which has been notified to the Client in advance.
  • 5. PERIODIC SYSTEM MAINTENANCE
    • 5.1.System maintenance is mandatory to ensure the continuity of the Service provided to Client. The maintenance can be scheduled on any day of the week (including weekend) and at any time of the day. However, VNG Cloud shall endeavor to carry out the maintenance at the time that least affects Client’s use of the Service.
    • 5.2.VNG Cloud shall notify Client in advance via email on VNG Cloud system or on the homepage https://vngcloud.vn/
      • (a)Three days in advance before expected day of maintenance.
      • (b)In emergency maintenance cases, VNG Cloud shall endeavor to notify Client 30 minutes in advance via email or telephone.
      • (c)For some incidents beyond the control, VNG Cloud shall notify Client within 4 working hours since the time the incident occurs.
    • 5.3.VNG Cloud commits the total amount of maintenance time affecting the Service of Client in one (1) month does not exceed two (2) hours.
  • 6. COMMITMENT ON THE TIME FOR FEEDBACK, RESPONSE AND RESOLUTION OF PROBLEMS
    • 6.1.Forms of contact for receiving and solving problems:
    • 6.2.Response time:
      • (a)Response time for troubleshooting request: within 15 minutes since the time the request is received.
      • (b)Response time and troubleshooting time for the Client’s problems: within 15 minutes up to 48 working hours since the time of responding to troubleshooting request.
      • (c)For serious problems, response time can be longer, but not exceed 72 working hours since the time of responding to troubleshooting request.
  • 7. PROCESS OF RECEIVING AND RESPONDING TO COMPLAINTS
    • Forms of contact for receiving complaints: in document or send email via support@vngcloud.vn
    • 7.1.Content of complaints: in order to save the Client’s time, when sending complaints to VNG Cloud, the Client should sufficiently provide the following information:
      • (a)Email or Document subject must be clearly stated: "Request to compensate according to SLA commitment";
      • (b)The information of the account affected;
      • (c)Specific date and time and the moments when the system, and Service used by the Client fall into the Unavailable State;
      • (d)Logs recording errors or screenshots at the time the error occurs (the Client’s confidential information should be blurred or hidden);
      • (e)Damages to the Client and the value of damages accompanied by relevant documents and invoices;
      • (f)The level of compensation that the Client requires.
    • 7.2.Time to receive complaints: within three (3) months since the incident occurs; more than the above-mentioned time, VNG Cloud shall not accept and resolve any relevant complaints.
    • 7.3.Time to respond and resolve complaints: within fifteen (15) days since the day the complaint is received.
    • 7.4.In case the Client is dissatisfied with the resolution documents of VNG Cloud, the Client can resend feedback to VNG Cloud; in this case, the Client’s feedback shall be received and processed as a new Complaint.

This Service Level Agreement ("SLA") is a commitment of Vi Na Information Technology Data Services Joint Stock Company ("VNG Cloud") to clients and service users of VNG Cloud, and is considered as a commitment on service quality, to ensure benefits for all Clients.

This SLA applies to the following types of services of VNG Cloud:

  • - "vCloudcam": Cloud Storage for Camera on VNG Cloud's computing service platform.
  • 1. TERMS OF SERVICE
    • VNG Cloud will make every effort to provide the vCloudcam service with the current Uptime Ratio and Monthly Recording Ratio (as specified below) throughout any given monthly cycle (30 days).
  • 2. CONCEPTS AND DEFINITIONS
    • 2.1."Service": refers to any service of "vCloudcam".
    • 2.2."Client"/ "Service User": refers to any individual or organization using VNG Cloud's Service, excluding customers using the free trial.
    • 2.3."Monthly Uptime": is the time calculated by subtracting the minutes in a month (30 days) minus the minutes when the Service is in an "Unavailable State" (defined below) due to VNG Cloud's errors and does not include maintenance periods, Service interruptions due to Force Majeure Events, and other cases as excluded by this SLA.
    • 2.4."Unavailable State": refers to a state where the server cannot operate normally, preventing all Customers from accessing the service through applications on all platforms (Web, Desktop, iOS, Android).
    • 2.5.Monthly "Downtime Rate": is the percentage calculated by dividing the total time (minutes) the Service was unavailable by 5 minutes (5-minute blocks). The total number of blocks in one month is 8640 blocks (equivalent to 30 days/month).
    • 2.6.Monthly "Uptime Percent": is the percentage of operational time calculated as 100% minus the average "Downtime Rate" for each 5-minute interval in a month.
    • 2.7.Monthly "Recording Error Rate": is the percentage of storage errors calculated by dividing the total time (minutes) vCloudcam couldn't record video data by 5 minutes (5-minute blocks). The total number of blocks in one month is 8640 blocks (equivalent to 30 days/month).
    • 2.8.Monthly "Recording Percent": is the percentage of recording time calculated as 100% minus the average "Recording Error Rate" for each 5-minute interval in a month.
    • 2.9."Force Majeure Event": is an event that occurs objectively, cannot be predicted, and cannot be remedied despite taking all necessary measures and within the limits of what is possible, including but not limited to natural disasters, acts of God, extreme weather phenomena, destructive actions, protests, strikes, and government orders.
  • 3. MONTHLY UPTIME PERCENT, RECORDING PERCENT FORMULA OF VCLOUDCAM
    • "Uptime Percent" is calculated for all services in a month.
    • "Uptime Percent" = 100% - Average "Downtime Rate."
    • "Recording Percent" is calculated for each camera in a month.
    • "Recording Percent" = 100% - Average "Recording Error Rate.
  • 4. VNG CLOUD COMMITMENTS ON UPTIME PERCENT, RECORDING PERCENT OF VCLOUDCAM
    Monthly Rate Commitments
    Uptime Percent 99%
    Recording Percent / 1 camera 99%
    • 4.1.In case that the Service fails to fulfill the commitment of the Monthly Uptime Percent and Monthly Recording Percent as stated above, VNG Cloud is responsible for compensating Client the corresponding Service. The Service compensated for clients is calculated as a percentage of the value in the payment cycle of that month:
    • Monthly Uptime Percent Service compensation rate / 1 camera
      From 95% to less than 99% 10%
      From 90% to less than 95% 30%
      From 80% to less than 90% 60%
      Below 80% 100%
    • Monthly Recording Percent / 1 camera Service compensation rate / 1 camera
      From 95% to less than 99% 10%
      From 90% to less than 95% 30%
      From 80% to less than 90% 60%
      Below 80% 100%
    • In case both Uptime Percent and Recording Percent do not meet the commitments, the customer will be compensated for the service at the highest rate calculated per camera.
    • 4.2If the entire system, the Service, becomes inaccessible for a period of 180 minutes or longer, VNG Cloud is responsible for compensating the actual damages incurred by the customer. However, in all cases, the total compensation amount for the customer shall not exceed the total amount paid by the customer to VNG Cloud for the month in which the incident occurred.
  • 5. SERVICE IS NOT CONSIDERED "DOWNTIME RATE" AND "RECORDING ERROR RATE" IN FOLLOWING CASES
    • 5.1.The Service may become inaccessible due to errors originating from the Customer, users, or third parties, such as expired domains, DNS issues, misconfigurations, operating system glitches, computer viruses, spyware, unavailability of the Customer's network services, iptables configurations, firewall settings, etc.
    • 5.2.Access to the Service may be restricted if content, images, or files stored by the Customer on VNG Cloud's system violate Vietnamese laws, infringe on intellectual property rights, or contravene other regulations stipulated by VNG Cloud. This restriction can also occur if the Customer deploys source code that adversely impacts VNG Cloud's system or fails to meet their service fee payment obligations to VNG Cloud.
    • 5.3.The Service may not be accessible due to unforeseeable Force Majeure Events.
    • 5.4.Connectivity between the Camera device and the Box is not guaranteed, and the connection between the Box and the Internet may also be unreliable.
    • 5.5.Devices (including Camera, Box, Router, Switch) may lose connection for various reasons, including network issues, power source problems, or physical damage.
  • 6. PERIODIC SYSTEM MAINTENANCE
    • 6.1.System maintenance is mandatory to ensure the continuity of the Service provided to Client. The maintenance can be scheduled on any day of the week (including weekend) and at any time of the day. However, VNC CLOUD shall endeavor to carry out the maintenance at the time that least affects Client’s use of the Service.
    • 6.2.VNG Cloud shall notify Client in advance via email on VNG Cloud system or on our homepage https://vngcloud.vn/ at least 7 days prior to the scheduled maintenance date. In some urgent maintenance cases, VNG Cloud will make efforts to notify customers at least 15 minutes in advance via email or phone.
    • 6.3.VNG Cloud commits that the total maintenance time affecting customer services within one (01) month will not exceed two (02) hours.
  • 7. COMMITMENT ON THE TIME FOR FEEDBACK, RESPONSES, AND RESOLUTIONS OF PROBLEMS
    • 7.1.Forms of contact for receiving and solving problems:
    • 7.2.Response time:
      • (a)Response time for troubleshooting request: within 15 minutes since the time the request is received.
      • (b)Response time and troubleshooting time for the Client’s problems: within 15 minutes up to 48 working hours since the time of responding to troubleshooting request.
      • (c)For serious problems, response time can be longer, but not exceed 72 working hours since the time of responding to troubleshooting request.
  • 8. PROCESSING OF RECEIVING AND RESPONDING TO COMPLAINTS
    • 8.1.Forms of contact for receiving complaints: in document or send email via support@vngcloud.vn.
    • 8.2.Content of complaints: in order to save the Client’s time, when sending complaints to VNG Cloud, the Client should sufficiently provide the following information:
      • (a)Email or Document subject must be clearly stated: "Request to compensate according to SLA commitment";
      • (b)The information of the account affected;
      • (c)Specific date and time and the moments when the system, and Service used by the Client fall into the Unavailable State;
      • (d)Logs recording errors or screenshots at the time the error occurs (the Client’s confidential information should be blurred or hidden);
      • (e)For complaints related to data loss, it is necessary to provide an additional document of authentication from an independent entity with relevant authority (costs covered by the Customer) to validate the data loss and the lost capacity;
      • (f)Damages to the Client and the value of damages accompanied by relevant documents and invoices;
      • (g)The level of compensation that the Client requires.
    • 8.3.Time to receive complaints: within three (3) months since the incident occurs; more than the above-mentioned time, VNG Cloud shall not accept and resolve any relevant complaints.
    • 8.4.Time to respond and resolve complaints: within fifteen (15) days since the day the complaint is received.
    • 8.5.In case the Client is dissatisfied with the resolution documents of VNG Cloud, the Client can resend feedback to VNG Cloud; in this case, the Client’s feedback shall be received and processed as a new Complaint.
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