This document outlines the terms and conditions for using our cloud services, as well as the guarantees we provide regarding service availability and performance. By accessing or using our services, you agree to be bound by these terms.

1. Terms of Service

1.1. Account Registration
To use our services, you must register for an account and provide accurate, complete, and current information. You are responsible for all activities that occur under your account.

1.2. Acceptable Use
You agree to use our services in compliance with our Acceptable Use Policy. Prohibited activities include, but are not limited to, illegal acts, unauthorized access, and any activity that could harm our network or other users.

1.3. Service Modifications
We reserve the right to modify or discontinue any part of our services with or without notice. We are not liable to you or any third party for any such modification, suspension, or discontinuation.

1.4. Termination
We may suspend or terminate your account at any time for any reason, including violation of these terms. Upon termination, your right to use the services will cease immediately.

1.5. Data and Security
You are responsible for the security of your data. While we take measures to protect your data, we cannot guarantee its absolute security. It is your responsibility to back up your data.

1.6. Billing and Payments
You agree to pay all fees associated with your use of the services. Payments are due on the date specified in your invoice. We reserve the right to suspend or terminate services for non-payment.

2. Service Level Agreement (SLA)

2.1. Uptime Commitment
We commit to providing a 99.9% monthly uptime for our core cloud services. This uptime is calculated based on the total number of minutes in a given month, minus the total number of minutes of confirmed service downtime.

2.2. Service Credits
If we fail to meet the 99.9% uptime commitment, you may be eligible for a service credit. The credit will be calculated as a percentage of your monthly service fees, as follows:

  • 99.0% – 99.9% Uptime: 5% Service Credit
  • 95.0% – 98.9% Uptime: 10% Service Credit
  • Below 95.0% Uptime: 25% Service Credit

2.3. How to Claim Credits
To claim a service credit, you must submit a request to our support team within 30 days of the end of the month in which the service disruption occurred. The request must include your account details and a description of the downtime.

2.4. Exclusions

  • This SLA does not apply to service disruptions caused by:
  • Factors outside of our reasonable control (e.g., natural disasters, acts of war).
  • Issues with your internet access or equipment.
  • Downtime for scheduled maintenance.
  • Your breach of the Terms of Service or Acceptable Use Policy.

3. Disclaimers and Limitation of Liability

The services are provided “as is” and “as available” without any warranties. We are not liable for any indirect, incidental, or consequential damages resulting from the use of our services. Our total liability for any claim arising from these terms will not exceed the amount you paid for the services in the month preceding the claim.

4. Governing Law

These terms are governed by the laws of Vietnam