Service Level Agreement

Uptime Target

We commit to a minimum service uptime of 99.5% monthly for our API and core platform. Uptime is calculated based on service availability within a calendar month.

Scheduled Maintenance

Scheduled maintenance will be announced at least 48 hours in advance and is typically scheduled during off-peak hours (00:00 - 05:00 ICT). Scheduled maintenance time does not count against uptime calculations.

Monitoring

We continuously monitor our services 24/7 to detect and resolve any issues promptly. A status page is available at status.tiemtaphoa.org for checking current uptime and incidents.

Downtime Calculation

Downtime is defined as any period when our services are unavailable to customers due to errors on our side. Downtime does not include:

• Scheduled maintenance that has been announced
• Issues caused by customer's internet connection
• Incidents caused by third parties (telecom providers, cloud providers)
• DDoS attacks or other security events outside our reasonable control
• Customer abuse or violation of Terms of Service

API Response Time

Our average API response time targets under 500ms for 95% of requests. This is measured from the time we receive the API request to when the response is sent.

SMS Delivery Time

SMS messages are typically delivered within 30 seconds to 2 minutes, depending on the telecom provider and country. We strive to optimize routing for the fastest possible delivery.

Phone Number Availability

We maintain a large pool of phone numbers from multiple countries and providers to ensure availability. However, availability for specific services and countries may vary based on demand.

Support Channels

We provide support through:

• Email: support@tiemtaphoa.org
• Ticket System: Available through dashboard
• Documentation: Comprehensive docs at docs.tiemtaphoa.org
• Status Page: Real-time updates at status.tiemtaphoa.org

Response Times

Our support response times are based on priority level:

• Critical (Service down): Initial response within 1 hour
• High (Functionality broken): Initial response within 4 hours
• Medium (General issues): Initial response within 24 hours
• Low (General questions): Initial response within 48 hours

Support Hours

Email and ticket support is available 24/7. Response times are calculated based on business hours (09:00 - 18:00 ICT, Monday - Friday, excluding holidays).

Support Languages

Support is provided in Vietnamese and English.

Credit Calculation

Service credits are calculated based on monthly uptime:

• Uptime < 99.5% but ≥ 99.0%: 10% monthly service credit
• Uptime < 99.0% but ≥ 98.0%: 25% monthly service credit
• Uptime < 98.0%: 50% monthly service credit

Claiming Credits

To claim service credits, you must submit a request to support@tiemtaphoa.org within 30 days of the end of the calendar month in which the incident occurred. The request must include the date and time of the reported downtime.

Credit Application

Service credits are applied to your account balance and can be used for future services. Credits cannot be redeemed for cash and expire 12 months from the date of issuance.

Sole Remedy

Service credits are your sole and exclusive remedy for any SLA breach. The maximum credit available for any month does not exceed 50% of your monthly service fees.

Data Encryption

All data transmitted between customers and our platform is encrypted using TLS 1.2 or higher. Sensitive data is encrypted at rest.

Compliance

Our services comply with GDPR, CCPA, and relevant data protection regulations. See our Privacy Policy and GDPR page for more details.

Security Audits

We conduct regular security audits and penetration testing to identify and address potential vulnerabilities.

Incident Response

In the event of a security breach, we will notify affected customers within 72 hours as required by GDPR.

Backup Frequency

Data is automatically backed up daily. Backups are stored in multiple geographic locations to ensure redundancy.

Backup Retention

We maintain daily backups for 30 days. Weekly backups are retained for 90 days.

Recovery Process

In the event of data loss, we can restore from backups with a Recovery Time Objective (RTO) of 4 hours and Recovery Point Objective (RPO) of 24 hours for most data.

Free Trial Accounts

Customers using free trial or demo plans are not covered by these SLA commitments.

Beta or Preview Features

Features marked as beta, preview, or experimental are not covered by the SLA.

Third-Party Factors

We are not responsible for downtime or performance issues caused by third-party services, including telecom providers, cloud providers, or internet service providers.

Force Majeure

The SLA does not apply in cases of force majeure, including but not limited to natural disasters, war, terrorist attacks, riots, government action, or other events outside our reasonable control.