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.
5.1 Incident priority levels
| No. | Priority | Business impact | Example |
|---|---|---|---|
| 1 | P1-Critical | A serious impact on business and operations that cause system disruption. Serious security vulnerabilities, data loss/intrusion, malware infection incidents. | Downtime, Power-related issues, a GPU server is broken need to replace.
|
| 2 | P2-High | High priority issues that degrade the quality of business/ operations and systems but do not cause disruption. High-level security vulnerabilities that need to be fixed quickly. | Slow system operations, Interface errors System load increased abnormally at some point |
| 3 | P3-Medium | Non-critical issues. Technical support requests, system resource additions, recovery requests, service feature requests. Issues that do not cause disruption, do not affect revenue, brand, customer experience, or service quality. | OS reinstalls, System upgrades, etc. |
5.2 Incident response time
| No. | Channel | Priority | First response (Within) | Periodic Updates (After) |
|---|---|---|---|---|
| 1 |
Ticket | P1-Critical | 15 minutes | 1 hour |
| 2 | P2-High | 30 minutes | 2 hours | |
| 3 | P3-Medium | 1 hour | 4 hours |
* Periodic update is executed when the incident is not resolved.
5.3 Hardware failure response
- In the event of hardware failures affecting Metal Cloud and GPU Virtual Machines (Ephemeral NVMe Storage) services, FPT Smart Cloud will provision replacement resources with equivalent configurations within two (02) hours.
- This timeframe shall be calculated from the moment the customer confirms acceptance of the replacement solution and does not include any customer-side verification or testing time following the replacement.
- Data on the failed servers is not recoverable.
5.4 Contact channels to receive and resolve incidents, service requests
Support and Operations teams work 24 hours a day, 7 days a week, ensuring that all incidents and requests from customers are answered on time.
- Hotline: 1900 638 399 (For the call from Vietnam); +81-800-300-9739 (For the call from Japan)
- Email: support@fptcloud.com (Vietnam); support@fptcloud.jp (Japan)
- Helpdesk (Ticket support): support.fptcloud.com (Vietnam); support.fptcloud.jp (Japan)
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