Service level agreement (SLA)

The availability commitment is 99.9% per calendar month. The measurement period consists of the minutes during which the service is activated and in effect in that month; a full 30-day month contains 43,200 minutes. Time before handover or after service termination is excluded.

Uptime (%) = (total minutes in the measurement period − eligible downtime minutes) / total minutes in the measurement period × 100. Overlapping downtime is counted only once.

TS68 reconciles system logs, monitoring data and customer evidence to determine downtime of the infrastructure covered by the service commitment. TS68 explains the basis for its findings, and customers may supply additional information if they disagree. Exclusions are listed in section 5.

If monthly uptime falls below the commitment, TS68 applies one support tier from the table below to the affected service. The tier is based on total eligible downtime for the month; separate incident percentages are not added together.

Support value = support rate × the affected month’s fee for the affected service. The fee is the service charge actually paid after discounts, allocated to that month. For multi-month prepayments, divide the paid service charge by the number of paid months and prorate for an incomplete month. Setup charges, domains, SSL and other services are excluded. Support is converted into additional service time using the same service fee rate used for the calculation; it is not paid in cash under the SLA program.

Total SLA support for each service in a month cannot exceed 100% of that service’s applicable fee for the affected month. This cap applies to the SLA support program, not to all of TS68’s legal liabilities. Once a request is accepted, TS68 explains the calculation and the additional service time.

If the same incident qualifies for a refund and service termination under the Refund Policy, TS68 reconciles SLA support already provided to avoid duplicate recovery for the same amount. Only support actually used for the same incident is reconciled; unused support time is not deducted. Mandatory statutory rights remain unaffected.

Send the request from your registered email address to support@ts68.vn

1. Include the order or service reference, a description of the issue and the affected time period. Attach screenshots, error messages or logs where available.
2. TS68 acknowledges, reconciles and reports the outcome within 03 business days after receiving all information for a valid request.
3. For an accepted claim, TS68 confirms the entitlement and adds the applicable time to the affected service.

The following circumstances are excluded from eligible SLA downtime to the extent that they cause the disruption. Exclusions do not apply to faults attributable to TS68 or obligations that cannot lawfully be excluded.

• Scheduled maintenance within the window notified in advance by email or the service portal. Emergency maintenance is excluded only when necessary to prevent a security risk beyond reasonable control, with notice from TS68 as soon as practicable.
• Force majeure under applicable law; public Internet or customer-side connectivity failures outside TS68’s service scope. Failure of infrastructure providers engaged by TS68 to deliver the service is not automatically excluded.
• Cyberattacks beyond reasonable defensive capability after TS68 has implemented the protective measures committed to in the service plan.
• Customer-managed actions, applications, configuration or data; exceeding allocated resources; or lawful suspension for breach of service conditions.
• Expiry caused by the customer not renewing; upgrade or migration downtime accepted by the customer; customer-side device, browser or connectivity faults.
• Faults in customer-managed third-party software, operating systems or technology outside the service scope for which TS68 has accepted responsibility.

The SLA support and refund conditions in this policy do not restrict rights to complain, bring proceedings, seek damages or exercise other rights that must be protected under applicable law.