Service Level Agreement

1. Concepts and Definitions

No.	Term	Definition
1	Cloud Computing	Cloud computing is a model for enabling convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications).
2	Cloud Server Service	Virtual server service, a type of Cloud Computing service, providing flexible, adjustable, and manageable server resources on-demand.
3	CDN Service	EVG CDN (Content Delivery Network) service distributes digital content such as images, videos, downloads, web pages... to end users through a network of servers located at multiple geographic locations, improving access speed and reducing load on the origin server.
4	Streaming Platform Service	EVG Streaming online broadcast and interaction management service allows users to broadcast live (livestream) or play video/audio on-demand to viewers over the Internet with low latency, high quality, and flexible scalability.
5	Domain Name Service	Domain Name Service (DNS) provides registration, management, and renewal of Internet domains, allowing enterprises and organizations to own and identify their online systems globally.
6	Object Storage (OSS)	EVG data storage and content management service - as objects (Object Storage), allowing flexible storage of large amounts of data such as images, videos, documents, records... Data is managed as independent objects, uniquely identified, easily scalable, accessible via the Internet, and integrated with cloud applications.
7	WAAP Service (Web Application and API Protection)	WAAP (Web Application and API Protection) service is a comprehensive protection solution for web applications and APIs, integrating web application firewall (WAF), API protection, bot management, and DDoS mitigation. The service helps detect and prevent common threats like SQL Injection, XSS, API Abuse, Layer 7 DDoS, while protecting data and systems according to international security standards (OWASP Top 10, OWASP API Top 10). WAAP operates on a cloud platform, ensuring flexible scalability and high performance without affecting end-user experience.
8	Downtime / Unavailable status	Cases where the Service cannot be accessed, excluding permitted Downtime. Downtime is calculated from the time the system becomes inaccessible due to technical errors originating from EVG until a notification of service restoration is issued (Error notifications and service restoration confirmed by technicians on both sides serve as the basis for recording information).
9	Permitted Downtime	Cases where the Service is inaccessible when EVG performs Scheduled System Maintenance and Emergency System Maintenance.
10	Downtime Ratio	Applies to Cloud Server service on a monthly basis. Calculated as Total Downtime (excluding permitted Downtime) over Total Service Time in the month. Downtime Ratio = Total Downtime / Total Service Time in the month x 100%
11	Error Request Ratio	Applies to CDN, Storage, Streaming services on a monthly basis. Error Request Ratio = Total Error Requests / Total Requests
12	Uptime Ratio (Monthly)	For Cloud Server service: Uptime Ratio = 100% - Downtime Ratio For CDN, Storage, Streaming, WAAP services: Uptime Ratio = 100% - Error Request Ratio
13	Error	Requests sent to the service where the server is unavailable. Error classifications include: - Hardware Error: Physical hardware failure (server, disk, CPU, RAM) but usually mitigated by EVG's redundancy mechanisms. - Network Error: Disruption in connection between servers or between the server and the user or loss of Internet connection due to EVG's subjective fault. - Resource Error: Lack of resources due to insufficient configuration (RAM, CPU, storage) or exceeding account quotas.
14	Error Reception and Classification Time	The maximum time to receive, respond, extract error information, and classify errors reported by the Customer.
15	Temporary Processing Time	The maximum time EVG has a plan to handle and resolve the incident temporarily, minimizing the impact of the incident on the Customer.
16	Complete Processing Time	The maximum time EVG will permanently resolve the incident reported by the Customer.

2. Monthly System Uptime Commitment

Service uptime commitment

Committed Service	Committed Uptime Ratio	Equivalent allowed downtime in a month
Cloud Server	Uptime > 99.95%	Max ~22 minutes per month
CDN	Uptime > 99.9%	Unsuccessful request ratio is 0.1%
WAAP Service	Uptime > 99.9%	Unsuccessful request ratio is 0.1%
OSS Storage	Uptime > 99.95%	Unsuccessful request ratio is 0.05%
Streaming	Uptime > 99.9%	Unsuccessful request ratio is 0.1%

3. Penalty for Commitment Violation

EVG's responsibility for disconnection incidents and/or delays in troubleshooting (incident time: calculated from the time of disconnection until the system operates stably):

For Cloud Server, OSS Storage services

No.	Monthly Uptime Ratio of Service (MUP)	Penalty/compensation ratio in case of not achieving committed Uptime
1	99% <= MUP < 99.95%	5%
2	95% <= MUP < 99%	20%
3	90% <= MUP < 95%	50%
4	MUP < 90%	100%

For CDN, WAF, Streaming services

No.	Monthly Uptime Ratio of Service (MUP)	Penalty/compensation ratio in case of not achieving committed Uptime
1	99% <= MUP < 99.9%	5%
2	95% <= MUP < 99%	20%
3	90% <= MUP < 95%	50%
4	MUP < 90%	100%

EVG is not responsible for any service interruption to the Customer if the incident is entirely the Customer's responsibility/fault.

4. Response and Troubleshooting Time Commitment

Report Content	Error Reception & Classification Time	Temporary Processing Time	Complete Processing Time
Complaints about incidents, service quality	15 minutes	15 minutes – 4 working hours	15 minutes – 48 working hours
Other complaints	60 minutes	4-8 hours	72 hours
Scheduled maintenance, servicing	60 minutes	N/A	N/A

5. System Maintenance

To ensure and improve service quality, EVG will have System Maintenance activities, specifically service maintenance, Service upgrades, fixing system errors or replacing/fixing equipment errors:

Scheduled System Maintenance: In case EVG has service maintenance, major system upgrades/error fixing, or replacing/fixing equipment to improve service quality or performs other actions that affect/interrupt the service, EVG will notify the Customer at least 02 (two) working days in advance and provide EVG's alternative solution to ensure the service still runs stably. EVG will limit the Scheduled System Maintenance time to no more than 30 minutes/time/month.

Emergency System Maintenance: EVG will notify at least 60 minutes before performing maintenance. Emergency maintenance is intended to resolve critical/high system errors that severely affect you. Emergency Maintenance time will not exceed 04 hours/time.

6. Complaint and Claim Procedure

If EVG fails to meet the commitment, or the Service has an incident, please send an official dispatch or email to EVG as detailed below. If the claim is valid, compensation will be paid to the Customer.

Everest Global Joint Stock Company
Address: No. 117, Alley 233, Residential Group 9, Chien Thang Street, Van Quan Ward, Ha Dong District, Hanoi
Email: contact@evgcorp.net
Subject: Claim under the quality commitment in Order or Contract number “:.......”

Content:

Date and time of incident/downtime
Error logs / screenshots at the time of the error
The severity of the error's impact on you

Claims that fail to provide the above information will not be accepted as valid.

Claim Reception Time: Within 60 days from the date of the incident. After this time limit, EVG will not receive and resolve any claims.
Response Time: Within 15 working days from the date EVG receives the Claim. If the customer is not satisfied with the complaint resolution plan proposed by EVG, please respond to us. In this case, your written/email response will be considered a new complaint.

7. Exemptions from Compensation Penalty

EVG will not be liable to compensate or indemnify the Customer in the following cases:

Force Majeure events as prescribed by law and the Contract/Terms of Use.
Service interruption due to EVG maintenance and prior notice of the maintenance plan has been given to the Customer.
Service suspension/termination due to Customer's failure to pay EVG service charges.
Cases of service suspension or termination specified in the Terms of Service/Contract not due to EVG's fault.
Cases where the cause is related to the administration and operation of the server and software services/applications on the server performed by you or a third party not due to EVG's fault.
Cases where the cause is related to your equipment or software, technology, or third-party equipment or software, technology not due to EVG's fault.
Customers who use EVG's resources/services for improper purposes, violate legal regulations, attack other systems and are detected will be notified of service termination by EVG.