Service Level Agreement – SLA
Effective Date: March 17, 2015
Service Level Agreement (SLA) is a commitment between Bizfly Cloud and its customers. The SLA defines our responsibilities and refund policies in cases where we fail to meet these commitments. We always want our customers to feel truly secure and make easy decisions when using our services.
SLA terms of commitment:
- System availability commitment
- Regular system maintenance
- Exclusions
- Copyright and intellectual property
- Information security
I. System availability commitment
Bizfly Cloud commits to using its best efforts to ensure the system’s monthly uptime remains at a minimum of 99.99% throughout a billing cycle according to service commitments. In cases where Bizfly Cloud fails to meet the above commitment, customers are fully eligible to receive service fees according to the commitment below.
Definitions:\
– “Monthly uptime” is calculated by taking 100% of the minutes in a month minus the percentage of minutes the system is in “unavailable status”. Monthly uptime does not include maintenance time and exclusions specified in Articles 2 and 3 of the service commitment. Only issues arising from our side such as: hardware equipment failure, network equipment, hard drives, and power supply are considered our fault. Other issues related to virtual server management and software running inside virtual servers are considered customer faults and are not considered in the commitment.
– “Unavailable status” is the state when the customer’s server cannot connect to the outside.
Service fee compensation commitment:
– Bizfly Cloud only applies service compensation fees for payments from customers.
– Service compensation fees will be added to the promotional service balance account (promotional service balance).
– Service compensation fees cannot be refunded in cash.
– Service compensation fees cannot be transferred or applied to other accounts.
– Not applicable for VPS server line (Cloud Server service)
Compensation claims and resolution procedures:
To request compensation in cases where Bizfly Cloud fails to meet commitments, customers please email to support@bizflycloud.vn. If the compensation request is valid, the compensation amount will be added to your promotional service balance account for use in subsequent payments.
Valid compensation requests will include the following information:
1- Email subject clearly stating “SLA Commitment Compensation Request”
2- Specific dates and times of unavailable status occurrences.
3- Account and IP of affected instances.
4- Error logs or screenshots of when the error occurred (Note: sensitive security information should be blurred or replaced with asterisks).
Compensation requests that cannot provide the above information will not be considered valid.
II. Regular system maintenance
System maintenance is mandatory work to ensure the continuity of services provided to Customers. Maintenance can be scheduled for any day of the week (including weekends) and at any time of day. However, Bizfly Cloud will make every effort to conduct maintenance at times that least affect Customer service usage. System maintenance will be conducted by Bizfly Cloud as follows:
- Maintenance that does not affect customer server operations will be conducted on any day without prior notice.
- Maintenance that affects customer server operations will be notified in advance:
- 48 hours before the start of maintenance by email or notification on website www.bizflycloud.vn for regular maintenance.
- At least 15 minutes before the start of maintenance by email or phone for emergency maintenance.
Total maintenance time affecting customer server operations in 1 month will not exceed 2 hours.
III. Exclusions
Bizfly Cloud will not be responsible for compensation in the following cases:
– Cases of service suspension or deletion specified in section 5 of the terms of use.
– Cases caused by factors beyond our control such as war, fire, flood, terrorism, embargo, regulatory authority requirements, DNS attacks, or national network incidents.
– Cases where the cause relates to server management, operation, and software, applications running on servers performed by customers or third parties.
– Cases where the cause relates to customer’s equipment or software, technology, or third-party equipment or software, technology.
– Cases of Cloud Server recovery with Spot Instance Billing Plan
– Cases using VPS line Cloud Server
IV. Copyright and intellectual property
– Bizfly Cloud commits to having full legal status, rights, and authority with products - services provided by Bizfly Cloud.
V. Information security
– Bizfly Cloud is responsible for providing information to customers about vulnerabilities that may affect Bizfly Cloud’s system.
– Bizfly Cloud is responsible for notifying customers about security vulnerabilities that may affect customer service usage.
If you have any questions or requests regarding commitment violations or compensation, please contact us through the following information:
Bizfly Cloud – VCCorp Joint Stock Company
Address: 17th Floor, Center Building – Hapulico Complex, 1 Nguyen Huy Tuong, Thanh Xuan, Hanoi
Hotline: (024) 73028888 – (028) 73028888
Email: support@bizflycloud.vn