I. QUALITY OF SERVICE (QoS):
1. Service Quality Guarantee (SQG):
| No | Term of Agreement | Parameter | Note |
| 1.1 | Any Internet services can be operated via this leased line connection, such as | VPN, Voice over Internet , Video Conferencing. | |
| 1.2 | Service Installation | Within 15 working days from receiving signed quotation from customer |
|
| 1.3 | Outage Report | Within 01 day after the outage. | |
| 1.4 | Response time (by email, phone) after receiving notice of link problems of customers | Within 15 minutes | |
| 1.5 | Time to Repair | ||
| Network issue: | = 01 hour | ||
| Physical Line issue: | = 05 hour | This is only valid for Hanoi & HCMC |
2. Service Level Agreement (SLA):
| No | Term of Agreement | Parameter | Note |
| 2.1 | Service Availability | 99.99 % /month | Uptime of connection |
| 2.2 | Reliability of connection is | 99.50% /month. | |
| 2.3 | Network Packet Delivery | 97% of all data packets sent over the network. | Apply to customer's bandwidth = 75% |
| 2.4 | Latency Delay of Customer Leased Line: | ||
| - Within Vietnam | = 70ms | ||
| - International | = 200ms |
II. CUSTOMER SUPPORT SERVICES:
1. Technical Support:
| No | Term of Agreement | Parameter | Note |
| 1.1 | Support over telephone | 24/7 | |
| 1.2 | Support on site: | ||
| Our technical staff will be present at customer site after received any urgent call. | From 30' to 1 hour | Just for problems which is required the support on site in HN & HCMC. | |
| With troubleshooting physical line issue | = 05 hour | After the cause of problem is found, and just for customer site in HN & HCMC. | |
| 1.3 | Support customer to operate system and launch
some applications as:
- Firewall: Cisco Product, Checkpoint NG, Symantec Firewall ... - E-mail: Microsoft Exchange Server, Mdaemon - Proxy: Microsoft Internet Security, Acceleration Server ... - Routing system: Cisco Product ... - VPN: PIX Cisco, Checkpoint NG, Microsoft Windows VPN ... |
As required |
2 . Network monitor:
- Systems are available and monitored 24/7.
- Providing login account to access and monitor the system.
- Providing login account to access and monitor the system.