Service Level Agreement - Insurance Finances

BKNS commits to service quality (Service Level Agreement - SLA) to ensure the monthly operating time of the service as follows:

Service	Uptime commitment	Maximum Downtime (minutes)
All services	99.90%	43

1. Committed response time

BKNS commits to respond within 24 hours through BKNS' official communication channels such as: Through BKNS system: https://id.bkns.vn/submitticket.php, email, official dispatch, livechat (displayed on BKNS website: https://www.bkns.vn/.

Call center SUPPORT SERVICE of BKNS 1900 63 68 09 will operate continuously 24h/24h/7days from Monday to Sunday every week, including public holidays.

2. Time commitment to fix the problem

Software errors from BKNS side that directly affect your business activities that did not appear before will be handled by BKNS within 30 minutes for simple errors.

In case the error is difficult to fix or is affected by many stakeholders, BKNS will continuously negotiate with relevant parties to try to fix the problem and notify customers of the progress of the repair every 24 hours.

3. Guaranteed uptime

The monthly uptime of the service is calculated using the formula:

43200 – Minutes interrupted

43200

In order to ensure the continuity of services for customers, BKNS commits to the continuous operation time of the service as mentioned in Clause 1.

If the monthly operating time of the service is less than the Uptime commitment, BKNS will compensate according to the affected service value of that month. The percentage of compensation is determined as follows:

Uptime (Uptime Commitment)	Compensation rate
From 99% to less than committed	25%
From 95% to 98.99%	50%
Less than 95%	100%

When the conditions for compensation are met, the compensation amount will be deducted from the next billing period.

Compensation value only includes directly affected service value and does not include:

• Initial startup fees.


• License fees for all kinds of licenses (License) that come with services such as: cPanel, Plesk, Windows Server, SQL Server rented by month or by any cycle.

Compensation fees are not convertible to cash.

Compensation fee is not applicable or transferred to another account on the same system at BKNS.

4. Interruption time

Downtime is understood as the total number of minutes per month of service interruptions due to technical problems confirmed by both parties.

Under normal conditions, the downtime does not include the upgrade and maintenance plan, which has been announced 24 hours in advance on the notice page, website, combined with email or message (if possible).

In emergency conditions, BKNS will announce the incident handling plan 60 minutes in advance on the notice page, combined with Email or direct message or phone (if possible).

5. Exclusion conditions

BKNS applies the following general exclusion conditions, if the interruption arises due to these reasons, it will not be counted in the service interruption time:

• The transmission is interrupted from the customer's Internet service provider (ISP) to the Data Center;


• Any interruption of transmission not within the control of BKNNS;


• Overload due to DDOS, DOS, targeted attack on any component of the server;


• Accidents caused by the impact of natural disasters, flooding;


• Affected by any Control Panel operations, configuration operations performed by the customer or requested by employees – during customer support;


• Use the service for any other purpose, inconsistent with any of the terms of the Terms of Use;


• Use the service beyond the specified specifications of each service;


• The service is expired or affected by the renewal, upgrade, or conversion process;


• Trial service (if any) or being temporarily opened, temporarily raising resource parameters;


• Any alleged interruption of access that is caused by the failure of a computer or device or from a web browser or mobile device;


• Errors arise from third-party software and technology.


• Customers using BKNS's unofficial communication channel or using incorrect login accounts or providing incorrect information leads BKNS to confuse customers who have paid and customers who are using trial service. .

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