SERVICE-LEVEL AGREEMENTFPT AI Factory Service Level Agreement (this “SLA”) is the agreement between FPT Smart Cloud Company Limited (“FPT Smart Cloud”) and Customer using FPT AI Factory service.›1. TERMS OF USEFPT Smart Cloud and Client* agree to abide by the terms and conditions of this SLA. ›2. TERMINOLOGY| FPT Smart Cloud | Means FPT Smart Cloud Company Limited; Address 33F, Sumitomo Fudosan Tokyo Mita Garden Tower, 3-5-19 Mita, Minato-ku Hanoi: No. 10 Pham Van Bach, Cau Giay Ward |›3. SERVICE AVAILABILITY COMMITMENTFPT AI Factory will use commercially reasonable efforts to ensure that each service identified below is "Available" during a given calendar month equal to the "Monthly Uptime Percentage" for such FPT AI Factory Service as set forth in the table below.›4. SERVICE REQUESTThe service requests are general guidance, technical assistance or information requests that do not cause disruption, do not affect revenue, brand, customer experience, or service quality.›5. INCIDENT RESOLUTIONThe incident resolution responds to an unplanned service interruption. Unexpected disruptions occur due to incidents like loss or degradation of network connectivity, a scheduled task (like a backup task) not being performed, etc. ›6. CLAIMS & COMPENSATION PLANIn case of claims, Client please submit claim information via documents or email to FPT Smart Cloud*. Claim information must include: (i) the title must be Claim request by SLA; (ii) Client name; (iii) specific date and time that the service is unavailable; (iv) Name of the affected resource; and (v) error log or screenshots. ›