ISIGN SERVICE QUALITY COMMITMENT
This Service Level Agreement ("SLA") is a policy governing the use of the iSign service between A4B Joint Stock Company (“A4B”) and customers using A4B’s services (“Customers”), ensuring service quality and benefits for all Customers.
This SLA applies separately to each account using the iSign service. Unless otherwise specified herein, this SLA is subject to the terms of A4B’s General Agreement. We reserve the right to modify the terms of this SLA, updating provisions to comply with legal requirements and the development and changes in our solutions.
1. SERVICE COMMITMENT
A4B Joint Stock Company will make every effort to ensure that the iSign service maintains a Monthly Uptime Percentage (defined below) of at least 99.8% during any monthly billing cycle (“Service Commitment”). If the iSign service fails to meet the Service Commitment, Customers will be eligible to receive Service Credits as described below.
2. TERMS AND DEFINITIONS:
- "Software Product": Refers to the iSign software.
- “Customer”/“Software User”: Any individual or organization using A4B’s services.
- “Downtime”: Refers to periods when one or more of the following events occur, with specific levels of impact on the iSign solution via the user interface:
- Complete System Unresponsiveness: The entire service is inaccessible or unresponsive to all users.
- Partial System Unresponsiveness: One or more critical features are non-functional, severely affecting user access.
- Severe Security Impact: Significant security incidents requiring system shutdown to protect data integrity.
- “Monthly Downtime Percentage”: Total downtime divided by total time in a month, expressed as a percentage. Downtime excludes maintenance, force majeure events, and other excluded cases.
- “Monthly Uptime Percentage”: Calculated as 100% minus the Monthly Downtime Percentage.
- “Force Majeure Event”: An objective, unforeseeable, and unpreventable event despite all necessary measures, including but not limited to natural disasters, acts of war, extreme weather conditions, sabotage, strikes, or governmental restrictions.
3. SERVICE CREDITS
Service Credits are calculated as a percentage of the total fees (or equivalent) the Customer has paid for iSign services during a monthly billing cycle where the Monthly Uptime Percentage falls below the levels outlined below:
| ............................................................................................................................................ |
| Monthly Uptime Percentage............... | ........Service Credit Percentage ..................... |
| ............................................................... | .......................................................................... |
| Below 99,8% to 99,0% ........................ | .....................10%.............................................. |
| Below 99,0% to 95,0% ........................ | .....................25%............................................. |
| Below 95% ........................................... | .....................60%............................................. |
| ........................................................................................................................................... |
- Service Credits will only apply to future payments for iSign services that the Customer owes. At our discretion, we may apply Service Credits to the billing cycle in which the issue occurred or future billing cycles.
- For annual prepaid Customers, Service Credits will be calculated based on the average monthly quota (for iSign services only) multiplied by the Service Credit percentage and applied in the following month.
- Service Credits do not entitle Customers to refunds or other payments from A4B. Service Credits will only be issued if the monthly credit amount exceeds 100,000 VND.
- Service Credits are non-transferable and cannot be applied to other accounts.
- Unless otherwise specified in A4B’s General Agreement, the sole remedy for any unavailability, inefficiency, or errors in the iSign service is the Service Credit (if eligible) under this SLA.
4. SLA EXCLUSIONS
The Service Commitment does not apply to any unavailability, suspension, or termination of iSign, or service performance issues caused by:
- Factors beyond our reasonable control, including force majeure events or Internet access issues outside of the iSign service’s demarcation point.
- Customer actions or inactions.
- Customer equipment, software, or technology.
- Suspension or termination of iSign usage rights due to legal or A4B policy violations.
- Usage exceeding limits specified in iSign documentation.
- Customer’s failure to pay A4B service fees.
- Unauthorized access to services not managed by the Customer.
- Service disruptions caused by improper use contrary to A4B’s recommendations.
- Service interruptions requested by the Customer.
- Maintenance notifications provided in advance to Customers.
5. REGULAR SYSTEM MAINTENANCE
- Regular system maintenance is essential to ensure the continuity of software services provided to Customers. Maintenance may be scheduled on any day of the week (including weekends) and at any time. However, A4B will strive to schedule maintenance during periods that minimize customer impact.
- A4B will notify Customers in advance via email or the website https://isign.a4b.vn/vi at least three (3) days before scheduled maintenance.
- For emergency maintenance, A4B will endeavor to provide at least 30 minutes' notice via email or phone.
- For uncontrollable incidents, A4B will notify Customers within four (4) working hours of the incident.
- A4B commits that total maintenance downtime affecting Customer Services will not exceed 120 minutes per month.
6. RESPONSE TIME COMMITMENT
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Incident reporting and resolution channels:
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Response and resolution times:
- Incident response: Within 2 working hours of receiving the report.
- Resolution: 5 to 48 working hours, depending on incident severity.
- Severe incidents: Resolution may take up to 72 working hours.
7. COMPLAINT RESOLUTION PROCESS
Complaints can be submitted in writing or via email to salessuccess@a4b.vn.
Complaint submission requirements:
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Include the following details:
- Subject: "SLA Compensation Request"
- Affected account/Client ID
- Specific dates and times of service unavailability
- Error logs or screenshots (with sensitive data obscured)
- Damage details, value of damages, and relevant invoices
- Requested compensation amount
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Complaints must be submitted within three (3) months of the incident. Complaints submitted after this period will not be addressed.
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Complaint response timeline: Within 15 working days of receipt.
If dissatisfied with A4B’s resolution, Customers may submit further feedback, which will be treated as a new complaint.
