Operations commitment

OVERVIEW

Overview

We aim for a stable platform and timely support. Figures below are operational targets, not absolute guarantees — issues on your network, carriers, or third-party providers may affect experience beyond our direct control.

Continued use after updates are posted on this page means you have reviewed the latest version.

PART 1

Availability and performance

We target roughly 99.5% monthly uptime for core API and platform (excluding announced maintenance). Scheduled maintenance is announced in advance and preferentially in low-traffic windows.

1.1

Monitoring

Services are monitored continuously. Status information may be published on a status page if we provide one — see the current link on the website.

1.2

Connection security

Traffic between you and the platform uses TLS encryption. How we handle personal data is described in the Privacy Policy.

PART 2

Support

Contact us by email and ticketing (if available on the dashboard). Target first response times (business hours, subject to change): urgent ~1h; high ~4h; general ~24–48h depending on priority.

2.1

Languages

Support in Vietnamese and English.

PART 3

Scope and notes

Targets above do not apply to free trials, beta or preview features, issues caused by you or carriers, or events outside our reasonable control. For extended outages, open a ticket or email — we will review appropriate assistance case by case.

We may update this page; the current version is always at tiemtaphoa.org/en/sla.

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