1. Concepts and Definitions

• “Services”: are Domain/DNS, Hosting, Email, Server, Google Workspace, Microsoft 365, Zoho Workplace services.
• “Customer” / “Service User” : is any individual or organization using CCK’s Services.
• “Monthly Uptime” : is the period of time calculated by taking the number of minutes in the month minus the number of minutes that the Service system is in Unavailable status (as defined below) due to CCK’s fault and does not include maintenance periods, Service suspension due to force majeure events and other cases excluded according to the provisions of this SLA.
• “Unavailability Status” : (Service Downtime) is calculated based on the total number of minutes per month of service interruptions due to technical problems. Under normal conditions, the interruption time does not include upgrade and maintenance plans that have been announced 24 hours in advance on the notification page combined with Email or Message (if possible). Under emergency conditions, CCK will announce the incident handling plan 60 minutes in advance on the Notification page, combined with Email or Message or Direct Phone (if possible). (Exception: The time when the ISP network cannot connect to the end user will not be counted).
• “Monthly Uptime Rate” : is calculated as 100% minus the “error rate” in (1) billing cycle.
• “Monthly Downtime Rate” : is calculated by dividing the total time the system is in Unavailable State by the total time in the month multiplied by 100.
• “Force majeure event” : is an event that occurs objectively, cannot be foreseen and cannot be overcome despite the application of all necessary and possible measures, including but not limited to natural disasters, hostilities, extreme weather phenomena, acts of sabotage, demonstrations, strikes, and bans by State agencies.

2. Formula for calculating monthly Uptime rate

• Monthly service uptime is calculated using the formula:
• 43,200 – number of minutes of interruption43,200×100
• When the compensation conditions are met, the compensation amount will be credited to your CCK ID account. The compensation value only includes the direct service value and does not include:
  • Initial setup fees.
  • License fees for all types of licenses that come with services such as: cPanel, Plesk, Windows Server, SQL Server rented monthly or for any period.
• Compensation fees are not convertible to cash. Compensation fees are not convertible to cash. Compensation fees are not applicable or transferable to other accounts on the same system at CCK.

3. Commitment to service quality

• With our Service Level Agreement (SLA), we guarantee the monthly service uptime

4. Exclusions

• The following general exclusions and specific conditions apply to each type of service. Any interruptions arising from these causes will not be counted towards the Service Interruption Period.
• Exclusions apply to all services
  • The line is interrupted from the customer’s Internet Service Provider (ISP) to the Data Center.
  • Any interruption of transmission is beyond the control of CCK.
  • Overload due to DDOS, DOS, intentional attack on any component of the server.
  • Accidents caused by natural disasters and flooding.
  • Affected by any Control Panel operations, configuration operations performed by the customer or by the staff upon request – during the customer support process.
  • Use the service for any purpose other than the purpose intended or in violation of any provision of the Terms of Use.
  • Use of services beyond the specified specifications of each service.
  • Service expired or affected by renewal, upgrade, or service package conversion process.
  • Trial service (if any) or temporarily open, temporarily upgrade resource parameters.
  • Any access that is deemed to be interrupted is due to an error originating from the computer, device, or web browser or mobile device.
  • Errors arising from third party software or technology.
  • Cases caused by factors beyond CCK’s control such as: Transmission line problems or equipment damage at the Data Center operated by a third-party provider (ie at the Data Center, where the service server is located), fire, terrorism, embargo, war, requests from state management agencies, national network incidents.
• Hosting Services, Reseller Hosting
  • Using services related to advertising programs, increasing views, causing increased traffic, websites are exploited as storage, hotlink.
  • Errors arise due to website source code, plugins, themes, source code infected with Malware, Virus, Phishing.
  • Traffic and access frequency increased by more than 50% compared to the same time frame of the previous day and was determined to be not due to CCK’s fault.
  • The server blocks IP access to prevent DDOS attacks or due to users failing to log in too many times.
  • Errors are returned on the web browser but the Hosting system and server are still responding well.
• Email Business / Email Server
  • Send and receive Email via WebMail.
  • The email sent did not reach its destination because the server IP was temporarily rejected by the receiving system or was identified as Spam by the receiving system.
  • Email not received because server identifies incoming mail as Spam.
  • The customer’s domain name or the link contained in the email content or the link in the email content points to an IP that is blacklisted by one of the anti-Spam and Phishing organizations.
• Cloud VPS/Server
  • Applies to time ranges not during administrator operations.
  • Does not include impacts caused by software errors, errors arising from previous virus or malware infection.
  • Does not include interruptions due to internal network links from one Cloud Server to another Cloud Server.
  • Cloud Server has an average network port traffic level of more than 70% for 5 minutes.
  • Errors due to configuration and software inside the Cloud Server.
• Google Workspace
  • According to Google’s published policy.
  • Does not include interruptions due to temporary inability to configure services, add accounts, or licenses.
• Microsoft 365 and Exchange Online
  • According to Microsoft’s published policy.
  • Does not include interruptions due to temporary inability to configure services, add accounts, or licenses.
• Zoho Workplace and Zoho Mail
  • As per Zoho’s published policy.
  • Does not include interruptions due to temporary inability to configure services, add accounts, or licenses.
• DNS domain name resolution server
  • Applies when one of the system servers resolves normally.
  • Does not include interruptions due to domain name lock and during status transition, name server changes. Domain name is in dispute phase.
  • Does not apply to temporarily disabled configuration pages.
  • Interruption occurs due to DNS Cache.
• DNS Servers and Domain Names
  • Effects due to domain activation waiting time, Name Server change, IP change.

5. Commitment to response time and problem resolution

• Contact form for receiving and resolving incidents:
• • Through 24/7 support hotline: 024 3776 7036.
  • Via landline (during business hours): 024 3776 7036.
  • Via website or email: https://id.cckvn.vn; [email protected].
• Response time:
• • Incident response time: within 15 minutes from the time of receiving the request.
  • Customer response and problem resolution time: within 15 minutes to 48 working hours from the time of response to the problem resolution request.
  • For serious incidents, response time may be longer but not more than 72 business hours from the time of response to the incident resolution request.

6. Complaints reception and resolution process

• Complaints form : in writing or by email to [email protected].
• Complaint content : to avoid wasting customers’ time, when sending a complaint request to CCK, customers please provide the following complete information:
• • The email or text subject line should clearly state: “SLA Claim Request”.
  • Affected account information.
  • Specific date, time and times when the system and Services you use fall into Unavailable status.
  • Error logs or screenshots at the time the error occurred (Customer confidential information should be blurred or covered).
  • Damages to Customers and the value of damages, accompanied by relevant documents and invoices.
  • The level of compensation requested by the Customer.
• Time limit for receiving complaints : within three (3) months from the date of the incident; after the above deadline, CCK will not receive and resolve any related complaints.
• Response and complaint resolution time : within 15 (fifteen) working days from the date of receipt of the Complaint.
• In case the Customer is not satisfied with CCK’s resolution, the Customer can send feedback to CCK. In this case, the Customer’s feedback will be received and processed as a new Complaint.