Service Quality Commitment (SLA) At DNCLOUD

Commitment to quality of service (Service Level Agreement – hereinafter referred to as“SLA“) Between DNCLOUD and customers using the service at DNCLOUD, the SLA provides our liability and compensation policy in case we do not meet these commitments. The commitment is to clearly express the desire to create trust and help customers feel more secure when using the service.

1. Commitment to Uptime

1.a) What is Uptime?

Uptime is the time the system is in the ready state relative to the number of minutes per month and minus the percentage of the system in the unavailable state (as opposed to the uptime known as downtime). The readiness commitment will not be counted if it falls under the denial circumstances of article 1.c in this document

1.b) Service compensation commitment

99,8% 86 minute 10%
99,7% 129 minute 20%
99,6% 172 minute 30%
99,5% 216 minute 40%
99,4% 302 minute 50%
99,3% 302 minute 60%
99,2% 345 minute 70%
99,1% 388 minute 80%
99% 432 minute 90%

1.c) Refusal of service commitment

Some of the following things DNCLOUD refused to commit:

  1. Regularly improve server quality
  2. The service is locked or terminated due to violation of the Terms of Use.
  3. The customer is blocked by the system IP of the computer due to incorrect login many times (for the login information to the customer service, there is always a security firewall system).
  4. Private server or VPS is intentionally shut down from the customer or an error arises when operating in the system or performing a restart (for VPS service, or private server service).
  5. Server is interrupted by the management or software running on the server by the client or a third party (for VPS service, private server).

2. Commitment to customer support

DNCLOUD supports before and after customers register services at DNCLOUD.

Commitment support time:

Payment Department:

  1. Email:
  2. Live chat and ticket
  3. Support time: Working from 7:00 am to 8:00 pm. (VietNam time)

Sales Department:

  1. Email:
  2. Live chat and ticket
  3. Support time: Working from 7:00 am to 8:00 pm. (VietNam time)

Technical Department:

  1. Email:
  2. Live chat and ticket
  3. Support time: 24 hours all days of the week and public holidays,

3. System maintenance

System maintenance will be done at any time during the day and there is no limit to working time during working hours. For maintenance issues, DNCLOUD always tries to limit affecting the customer service use process and will be specifically informed with the following information:

  1. For periodic system maintenance, which may affect active customer service, the technical department is responsible for notifying maintenance schedule information via email support at least 24 hours. tank before maintenance is performed.
  2. For urgent maintenance due to unintentional problems, the technical department will notify emergency maintenance information via Email at least 5 minutes before maintenance can be performed.

Store customer information

We will begin to store customer information from the moment you sign up for the service on our registration page Collection of this information will take place until we complete the purpose of collecting information and the customer requests to delete information.

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