📄️ SERVICE-LEVEL AGREEMENT
FPT 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 USE
FPT 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 COMMITMENT
FPT 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 REQUEST
The 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 RESOLUTION
The 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 PLAN
In 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.