IAAS & PAAS

Version 2026.2, effective from July 1st 2026

This Service Level Agreement ("SLA") is a commitment of Vi Na Data Information Technology - Service Joint Stock Company ("GreenNode") to the Customer, the party using the services of GreenNode, and is considered as a commitment on service quality to ensure benefits for all Customers.

This SLA applies to the following types of services of GreenNode (“Services”):  vCDN, vWAF, vServer, vStorage, BlockStorage, vLB, GLB, vDB, vMonitor, vContainer (K8S), VKS, VPN Site-to-Site, Public NAT, Private Endpoint, vDCI, BackupCenter, vMarketPlace which are further described here.

CONCEPTS AND DEFINITIONS

• "Customer"/ "Service User": means any individual or entity using GreenNode's Services.

• "Unavailable State" or "Downtime": refers to the period during which the Service is unavailable due to GreenNode failure and excludes: (i) maintenance periods; (ii) period during which the Services fall under any of the permitted unavailability case as stipulated in Clause 4 of this SLA; and (iii) any other cases as excluded in this SLA.

  "Unavailable State" of the respective Services shall be determined as follows:

  • For vServer Service Calculation:

    - Downtime of the vServer.

    - Period during which the GreenNode network is unable to connect to the ISP.

    (Exception case: The period during which the ISP network cannot connect to the end user is excluded from the calculation.)

  • For vContainer (K8S) Service Calculation:

    - Downtime of the Node.

    - Time when the GreenNode network is unable to connect to the ISP.

    (Exception case: The period during which the ISP network cannot connect to the end user is excluded from the calculation.)

  • For VKS Service Calculation:

    - Downtime of the Control Plane managed by GreenNode, defined as the total time (in minutes) during which a cluster on VKS cannot connect to the Kubernetes API Server.

    (Exception case: Downtime may occur due to force-upgrades of end-of-life VKS versions, required-upgrades, or auto-upgrades of Kubernetes versions.)

    - Time when the GreenNode network is unable to connect to the ISP.

    (Exception case: The period during which the ISP network cannot connect to the end user is excluded from the calculation.)

  • For VPN Site-to-Site Service: when all VPN Tunnels are in an inactive or unavailable state, preventing the system from establishing secure connectivity between customer networks.
  • For Public NAT Service: The state when the system is unable to perform Network Address Translation (NAT) and cannot forward outbound traffic from the customer’s network to external destinations.
  • For Private Endpoint Service: The state when the endpoint is unreachable and cannot establish a private connection to the associated internal (private) service.
  • For BlockStorage Service: The total number of minutes within a billing month during which a volume in the Service is non-operational, provided that such downtime is measured when read/write errors occur.
  • For BackupCenter Service: The total number of minutes within a billing month during which your backup vaults are non-operational, provided that in the event of a backup failure, you continuously retry with intervals between attempts not exceeding one (01) day, and the restore time exceeds 90 minutes.
  • For vDCI Service: The state when the rented physical server cannot be operated or fails to provide computing resources to the customer, including cases such as failure to boot, network connectivity loss, or inability to access, use, or manage the system.
• "Error Rate":
  • For vStorage Service: means the percentage of errors, calculated by dividing the total number of failed requests by the total number of requests in 5 minutes (a 5-minute block); the total number of blocks in the payment cycle is calculated by dividing the total service usage time in minutes by 5, and does not exceed 8,640 blocks (equivalent to 30 days/month). An error is counted each time a request returns the value "InternalError" or "ServiceUnavailable".
  • For vCDN Service: means the rate of arising errors measured by the CDN system through the error code HTTP Code Status 500 (Internal Server Error) is recorded and reported on the Portal system on the total number of requests arising in the billing cycle.
  • For vWAF Service: means the ratio of the number of requests processed by the WAF that return an HTTP 500 (Internal Server Error) response generated by the WAF system, to the total number of requests processed within a billing cycle, as measured and reported on the Portal.
  • For vMonitor Service: means the average downtime of all alarms on a resource or log project.

• "Downtime vMonitor": is calculated by dividing the time during which the Alarm does not operate correctly on each Resource or Log Project by the total number of minutes that Alarm exists in the month, then multiplied by 100%.

  The time during which the Alarm does not operate correctly: is calculated from the moment the Alarm fails to send a Notification until the Alarm resumes normal operation.

• “Monthly Uptime Percentage”: is calculated as 100% minus the “Error Rate” within one (1) billing cycle, or calculated as 100% minus the “Monthly Downtime Percentage”, subject to the Service applies according to Clause 2 of this SLA.
• “Monthly Downtime Percentage" is calculated by dividing the total time the system is in the Unavailable State by the total time in the month, then multiplied by 100.
• "Force Majeure Event": means an event that happens in an objective, unpredictable and irreparable manner despite the application of all necessary measures and in the permissible capacity, including but not limited to natural disasters, enemy sabotage, extreme weather phenomena, sabotage actions, protests, strikes, and bans from Government Agencies.
• GreenNode provides two SLA options for vServer services, including (1) Multi-Region Level SLA (applies to compute instances deployed across multiple regions) and (2) Single Region SLA (applies to single compute instances deployed within a single region).

  • Single Region:

    A deployment model in which resources, applications, or services are confined to a single geographic area (region). A region typically consists of one or more data centers interconnected through a low-latency network. Each region operates independently from other regions, ensuring infrastructure isolation, including geographical location, power supply, water systems, and other foundational elements.

  • Multi-Region:

    A deployment model in which resources, applications, or services are distributed across multiple geographic regions, starting from two or more regions. Each region is an independent data center, connected through a low-latency, high-availability network with fault-tolerant capabilities.

MONTHLY UPTIME PERCENTAGE FORMULA

GREENNODE'S COMMITMENT ON MONTHLY UPTIME PERCENTAGE

• Service Level Commitment

  Services	Committed Monthly Uptime Percentage	Calculation Unit	Acceptable Downtime or Error Rate Equivalent
  vCDN	99.90%	CDN Domain	Measure the number of failed requests on the total request
  vWAF	99.90%	Application	Measure the number of failed requests on the total request
  vServer/vDB/vMarketPlace (Single Region)	99.94%	1 virtual server	Equivalent to 26 minutes 05 seconds
  vServer/vDB/vMarketPlace (Multi-region)	99.99%	1 virtual server	Equivalent to 4 minutes 21 seconds
  vLB /GLB	99.96%	1 Load Balancer	Equivalent to 17 minutes 23 seconds
  vContainer (K8S)	99.94%	Per Cluster	Depends on the actual usage time in a month.
  vStorage	99.99%	Project	Equivalent to 0 Block fail 100% or 1 Block fail 80%
  vMonitor	99.90%	Resource/Log Project	43 minutes and 28 seconds
  VKS	99.95%	Per Cluster	21 minutes and 44 seconds
  BackupCenter	99.95%	Backup location	Equivalent to 21 minutes and 44 seconds
  BlockStorage	99.94%	Volume	Equivalent to 26 minutes 05 seconds
  vDCI	99.90%	1 Physical host	Equivalent to 43 minutes and 28 seconds
  VPN Site-to-Site	99.94%	VPN Connection	Equivalent to 26 minutes 05 seconds
  Public NAT	99.94%	NAT Instance	Equivalent to 26 minutes 05 seconds
  Private Endpoint	99.94%	Private Endpoint	Equivalent to 26 minutes 05 seconds

• GreenNode’s responsibility for failure of Service Level Commitment

  In case that the Service fails the committed Monthly Uptime Percentage as stated above, GreenNode is responsible for providing the corresponding Service credit to the Customer. The Service credit for Customer shall be calculated as a percentage of the value in the payment cycle of that month as follows:

  - vServer/vDB/vMarketPlace: For Single Region service

  Monthly Uptime Percentage	Equivalent Downtime	Service rate to compensate / 01 virtual server
  From 99.90% to less than 99.94%	From 26 minutes 05 seconds to 43 minutes 28 seconds	10%
  From 95% to less than 99.90%	From 43 minutes 28 seconds to 01 day 12 hours 13 minutes 27 seconds	30%
  Below 95%	More than 01 day 12 hours 13 minutes 27 seconds	100%

  - vServer/vDB/vMarketPlace: For Multi-Region services, if both regions experience downtime simultaneously, the service compensation rate per virtual server is as follows:

  Monthly Uptime Percentage	Equivalent Downtime	Service rate to compensate / 01 virtual server
  From 99.90% to less than 99.99%	From 4 minutes 21 seconds to 43 minutes 28 seconds	10%
  From 95% to less than 99.90%	From 43 minutes 28 seconds to 01 day 12 hours 13 minutes 27 seconds	30%
  Below 95%	More than 01 day 12 hours 13 minutes 27 seconds	100%

  - vLB/GLB

  Monthly Uptime Percentage	Equivalent Downtime	Service rate to compensate / 01 vLB
  From 99.90% to less than 99.96%	From 17 minutes 23 seconds to 43 minutes 28 seconds	10%
  From 95% to less than 99.90%	From 43 minutes 28 seconds to 01 day 12 hours 13 minutes 27 seconds	30%
  Below 95%	More than 01 day 12 hours 13 minutes 27 seconds	100%

  - vContainer (K8S):

  Monthly Uptime Percentage	Equivalent Downtime	Service rate to compensate / 1 Cluster
  From 99.90% to less than 99.94%	vContainer (K8S) downtime depends on actual monthly usage	10%
  From 95% to less than 99.90%		30%
  Below 95%		100%

  - vCDN:

  Monthly Uptime Percentage	Service Rate to compensate / Domain CDN
  From 99% to less than 99.90%	5%
  From 95% to less than 99%	10%
  From 90% to less than 95%	30%
  Below 90%	100%

  - vWAF

  Monthly Uptime Percentage	Service Rate to compensate /Application
  From 99% to less than 99.90%	5%
  From 95% to less than 99%	10%
  From 90% to less than 95%	30%
  Below 90%	100%

  - vStorage:

  Monthly Uptime Percentage	Service Rate to compensate / Project
  From 99% to less than 99.99%	10%
  From 95% to less than 99%	30%
  Below 95%	100%

  - vMonitor:

  Monthly Uptime Percentage	Service Rate to compensate / 01 Resource or Log Project affected
  From 99.00% to less than 99.90%	10%
  From 95% to less than 99.00%	25%
  Below 95%	100%

  - VKS:

  Monthly Uptime Percentage	Service Rate to compensate / 01 cluster	Compensate
  From 99.00% to less than 99.95%	10%	Calculated based on the downtime value of the control plane
  From 95% to less than 99.00%	25%	Calculated based on the downtime value of the control plane
  Below 95%	100%	Calculated based on the downtime value of the control plane

  - BackupCenter

  Monthly Uptime Percentage	Service Rate to compensate / 01 Backup location
  From 99% to less than 99.95%	10%
  From 95% to less than 99%	30%
  Below 95%	100%

  - BlockStorage

  Monthly Uptime Percentage	Equivalent Downtime	Service Rate to compensate /1 volume
  From 99.90% to less than 99.94%	From 26 minutes 05 seconds to 43 minutes 28 seconds	10%
  From 95% to less than 99.90%	From 43 minutes 28 seconds to 01 day 12 hours 13 minutes 27 seconds	30%
  Below 95%	More than 01 day 12 hours 13 minutes 27 seconds	100%

  - vDCI:

  Monthly Uptime Percentage	Service Rate to compensate /1 physical server
  From 95% to less than 99.90%	10%
  From 90% to less than 95%	30%
  Below 90%	100%

  - VPN Site-to-Site/Public NAT/Private Endpoint

  Monthly Uptime Percentage	Equivalent Downtime	Service Rate to compensate
  From 99.90% to less than 99.94%	From 26 minutes 05 seconds to 43 minutes 28 seconds	10%
  From 95% to less than 99.90%	From 43 minutes 28 seconds to 01 day 12 hours 13 minutes 27 seconds	30%
  Below 95%	More than 01 day 12 hours 13 minutes 27 seconds	100%

PERMITTED UNAVAILABILITY

• The Service is inaccessible due to the fault of Customers, users and/or third party such as: expired domain name, Domain Name Server error (DNS), misconfiguration, operating system error, computer virus, spyware, unavailable Customer’s network service, iptables system, firewall, etc
• The Service is blocked because the content(s), file(s) Customer stores on GreenNode’s system violate Vietnamese law, is accused of intellectual property infringement and/or other GreenNode’s regulations; Customer’s use of source code affects GreenNode’s system; Customer does not make payment for the service fee for GreenNode.
• Illegal access to other services which are not managed by Customer.
• The Service is inaccessible because Customer’s use of the service is not in accordance with the standard recommended by GreenNode.
• Due to Customer’s request to stop the system.
• The Service is inaccessible due to errors from Customer’s devices.
• The Service is inaccessible due to Force Majeure Event.
• When Customer uses the sources/services of GreenNode to attack other systems and is detected, GreenNode will notify to stop the service (for example: DDOS, intentional attack, virus distribution).
• Service is suspended because the Customer does not pay the Service fee.
• Service is interrupted due to the maintenance in accordance with Clause 5 of this SLA.

SYSTEM MAINTENANCE

• System maintenance is mandatory to ensure the continuity of the Service provided to Customer. The maintenance can be scheduled on any day of the week (including weekend) and at any time of the day. However, GreenNode shall endeavor to carry out the maintenance at the time that least affects Customer’s use of the Service.
• When performing mandatory system maintenance requiring temporary suspension of the Service, GreenNode shall notify Customer in advance via telephone or email on GreenNode’s system or on the homepage https://greennode.ai/, within the advance notice period as follows:
  • Three (03) working days in advance before expected day of periodic maintenance.
  • Thirty (30) minutes in advance before expected time of maintenance in emergency maintenance cases.
  • Within four (4) working hours since the time the incident occurs for emergency maintenance due to incidents beyond the control of GreenNode, including the occurrence of any Force Majeure Event.
• GreenNode commits that the total maintenance time affecting the Customer’s Service in one (1) month shall not exceed one hundred and twenty (120) minutes.

COMMITMENT ON THE TIME FOR FEEDBACK, RESPONSE AND RESOLUTION OF PROBLEMS

• Forms of contact for receiving and solving problems:
  • Via 24/7 support call center: 1900 1549
  • Via website or email: https://greennode.ai/; support@greennode.ai
• Response time:
  • Response time for troubleshooting request: within 15 minutes since the time the request is received.
  • Response time and troubleshooting time for the Customer’s problems: within 15 minutes up to 48 working hours since the time of responding to troubleshooting request.
  • For serious problems, response time can be longer, but not exceed 72 working hours since the time of responding to troubleshooting request.

PROCESS OF RECEIVING AND RESPONDING TO COMPLAINTS

Forms of contact for receiving complaints: in document or send email via support@greennode.ai

• Content of complaints: in order to save the Customer’s time, when sending complaints to GreenNode, the Customer should sufficiently provide the following information:
  • Email or Document subject must be clearly stated: "Request to compensate according to SLA commitment";
  • The information of the account affected;
  • Specific date and time and the moments when the system, and Service used by the Customer fall into the Unavailable State;
  • Logs recording errors or screenshots at the time the error occurs (the Customer’s confidential information should be blurred or hidden);
  • All claims regarding data loss shall only be received and considered by GreenNode when accompanied by an official assessment document issued by an independent assessment organization with legal functions (which clearly identifies the cause of data loss, the list and volume of lost data). The entire cost related to this assessment shall be borne by the Customer.
  • Damages to the Customer and the value of damages accompanied by relevant documents and invoices;
  • The level of compensation that the Customer requires.
• Time to receive complaints: within three (3) months since the incident occurs; more than the above-mentioned time, GreenNode shall not accept and resolve any relevant complaints.
• Time to respond and resolve complaints: within 15 (fifteen) working days since the day the complaint is received.
• In case the Customer is dissatisfied with the resolution documents of GreenNode, the Customer can resend feedback to GreenNode; in this case, the Customer’s feedback shall be received and processed as a new Complaint.

Veka.ai

Version 2026.2, effective from August 8th 2026

This Service Level Agreement ("SLA") is a commitment of Vi Na Data Information Technology - Service Joint Stock Company ("GreenNode") to the Customer, the party using the services of GreenNode, and is considered as a commitment on service quality, to ensure benefits for all Customers.

This SLA applies to GreenNode’s Veka.ai service:

- "Veka.ai": Cloud Storage for Camera on GreenNode's computing service platform.

TERMS OF SERVICE

GreenNode will make every effort to provide the Veka.ai service with the current Uptime Percent and Monthly Recording Percent (as specified below) throughout any given monthly cycle (30 days).

CONCEPTS AND DEFINITIONS

• "Service": refers to any service of "Veka.ai".
• "Customer"/ "Service User": refers to any individual or organization using GreenNode's Service, excluding customers using the free trial.
• "Unavailable State" or "Downtime" means the period of time during which the Service is unable to receive or process the Customer's valid requests in accordance with its committed core functions due to a fault attributable to GreenNode, excluding:
  • Maintenance periods as provided in this SLA;
  • Cases under Clause 5 of this SLA; and
  • Other exclusions as provided in this SLA.

• "Downtime Rate" means the percentage of the total Downtime in a month over the total Service provision time in the same period, determined by the following formula:

  Downtime Rate (%) = (Total Downtime / Total Service provision time in the month) × 100%

• Monthly "Uptime Percent": is the percentage of operational time calculated as 100% minus the average "Downtime Rate" for each 5-minute interval in a month.
• Monthly "Recording Error Rate": is the percentage of storage errors calculated by dividing the total time (minutes) Veka.ai couldn't record video data by 5 minutes (5-minute blocks). The total number of blocks in one month is 8640 blocks (equivalent to 30 days/month).
• Monthly "Recording Percent": is the percentage of recording time calculated as 100% minus the average "Recording Error Rate" for each 5-minute interval in a month.
• "Force Majeure Event": is an event that occurs objectively, cannot be predicted, and cannot be remedied despite taking all necessary measures and within the limits of what is possible, including but not limited to natural disasters, hostilities, extreme weather phenomena, destructive actions, protests, strikes, and government orders.

MONTHLY UPTIME PERCENT, RECORDING PERCENT FORMULA OF VEKA.AI

"Uptime Percent" is calculated for all services in a month.

"Uptime Percent" = 100% - "Downtime Rate".

"Recording Percent" is calculated for each camera in a month.

"Recording Percent" = 100% - Average "Recording Error Rate”.

GREENNODE COMMITMENTS ON UPTIME PERCENT, RECORDING PERCENT OF VEKA.AI

• In case that the Service fails to fulfill the commitment of the Monthly Uptime Percent and Monthly Recording Percent as stated above, GreenNode is responsible for compensating Customer the corresponding Service. The Service compensated to the Customer is calculated as a percentage of the service usage duration for the one (01) month payment cycle / 1 camera as below:

  Monthly Uptime Percent	Service compensation rate / 1 camera
  From 95% to less than 99%	10%
  From 90% to less than 95%	30%
  From 80% to less than 90%	60%
  Below 80%	100%

   

  Monthly Recording Percent / 1 camera	Service compensation rate / 1 camera
  From 95% to less than 99%	10%
  From 90% to less than 95%	30%
  From 80% to less than 90%	60%
  Below 80%	100%

  In case both Uptime Percent and Recording Percent do not meet the commitments, the Customer will be compensated for the service at the highest rate calculated per camera.

• If the entire system, the Service, becomes inaccessible for a period of 180 minutes or longer, GreenNode is responsible for compensating the actual damages incurred by the Customer. However, in all cases, the total compensation amount for the customer shall not exceed the total amount paid by the Customer to GreenNode for the month in which the incident occurred.

DOWNTIME RATE AND RECORDING ERROR RATE ARE NOT COUNTED IN THE FOLLOWING CASES

• The Service may become inaccessible due to errors originating from the Customer, users, or third parties, such as expired domains, DNS issues, misconfigurations, operating system glitches, computer viruses, spyware, unavailability of the Customer's network services, iptables configurations, firewall settings, etc.
• Access to the Service may be restricted if content, images, or files stored by the Customer on GreenNode's system violate Vietnamese laws, infringe on intellectual property rights, or contravene other regulations stipulated by GreenNode. This restriction can also occur if the Customer deploys source code that adversely impacts GreenNode's system or fails to meet their service fee payment obligations to GreenNode.
• The Service may not be accessible due to unforeseeable Force Majeure Events.
• Connectivity between the Camera device and the Box is not guaranteed.
• Devices (including Camera, Box, Router, Switch) may lose connection for various reasons, including network issues, power source problems, or physical damage.
• Service is interrupted due to the maintenance in accordance with Clause 6 of this SLA.
• Service is suspended because the Customer does not pay the Service fee.

SYSTEM MAINTENANCE

• System maintenance is mandatory to ensure the continuity of the Service provided to Customer. The maintenance can be scheduled on any day of the week (including weekend) and at any time of the day. However, GreenNode shall endeavor to carry out the maintenance at the time that least affects Customer’s use of the Service.
• When performing mandatory system maintenance requiring temporary suspension of the Service, GreenNode shall notify Customer in advance via telephone or email on GreenNode system or on the homepage https://greennode.ai/ within the advance notice period as follows:
  • Three days in advance before expected day of maintenance.
  • Thirty (30) minutes in advance before expected time of maintenance in emergency maintenance cases.
  • Within four (4) working hours since the time the incident occurs for emergency maintenance due to incidents beyond the control of GreenNode, including the occurrence of any Force Majeure Event.
• GreenNode commits that the total maintenance time affecting the Customer's Service in one (1) month shall not exceed one hundred twenty (120) minutes.

COMMITMENT ON THE TIME FOR FEEDBACK, RESPONSE AND RESOLUTION OF PROBLEMS

• Forms of contact for receiving and solving problems:
  • Via 24/7 support call center: 1900 1549
  • Via website or email: https://greennode.ai/; support@greennode.ai
• Response time:
  • Response time for troubleshooting request: within 15 minutes since the time the request is received.
  • Response time and troubleshooting time for the Customer’s problems: within 15 minutes up to 48 working hours since the time of responding to troubleshooting request.
  • For serious problems, response time can be longer, but not exceed 72 working hours since the time of responding to troubleshooting request.

PROCESSING OF RECEIVING AND RESPONDING TO COMPLAINTS

Forms of contact for receiving complaints: in document or send email via support@greennode.ai

• Content of complaints: in order to save the Customer’s time, when sending complaints to GreenNode, the Customer should sufficiently provide the following information:
  • Email or Document subject must be clearly stated: "Request to compensate according to SLA commitment";
  • The information of the account affected;
  • Specific date and time and the moments when the system, and Service used by the Customer fall into the Unavailable State;
  • Logs recording errors or screenshots at the time the error occurs (the Customer’s confidential information should be blurred or hidden);
  • All claims regarding data loss shall only be received and considered by GreenNode when accompanied by an official assessment document issued by an independent assessment organization with legal functions (which clearly identifies the cause of data loss, the list and volume of lost data). The entire cost related to this assessment shall be borne by the Customer;
  • Damages to the Customer and the value of damages accompanied by relevant documents and invoices;
  • The level of compensation that the Customer requires.
• Time to receive complaints: within three (3) months since the incident occurs; more than the above-mentioned time, GreenNode shall not accept and resolve any relevant complaints.
• Time to respond and resolve complaints: within fifteen (15) working days since the day the complaint is received.
• In case the Customer is dissatisfied with the resolution documents of GreenNode, the Customer can resend feedback to GreenNode; in this case, the Customer’s feedback shall be received and processed as a new Complaint.

GreenNode IDP

Version 2026.1, effective from August 8th 2026

This Service Level Agreement (“SLA”) is the commitment of Vi Na Data Information Technology - Service Joint Stock Company (“GreenNode”) to the Customer, the party using the services of GreenNode, and is regarded as a commitment on service quality to ensure the interests of all Customers.

This SLA applies to the following types of services of GreenNode:

- “GreenNode IDP”: An intelligent document processing platform developed by GreenNode (the “Service”).

For the GreenNode IDP Service, this SLA applies only to paying Customers on GreenNode’s SaaS infrastructure and does not apply to trial/POC Customers/Accounts and Customers using Testing/Sandbox/UAT environments.

CONCEPTS AND DEFINITIONS

• “Service”: means the GreenNode IDP services.
• “Customer”/ “Service User”: means any individual or organization using the Service of GreenNode.
• “Monthly Uptime Duration”: means the period of time calculated by taking the number of minutes in the month minus the number of minutes during which the Service system is in the Unavailable State (as defined below) due to GreenNode’s fault, and excluding maintenance periods, Service suspension due to Force Majeure Events and other cases excluded under this SLA.
• “Unavailable State”: means a period of time of up to 300 seconds during which
  • the API does not respond; or
  • the system fails to process the Customer’s requests.
• “Monthly Uptime Percentage”: is calculated as 100% minus the “Monthly Downtime Percentage”.
• “Monthly Downtime Percentage”: is calculated by dividing the total time during which the system is in the Unavailable State by the total time in the month, multiplied by 100.
• “Force Majeure Event”: means an event that occurs objectively, is unforeseeable and cannot be remedied despite the application of all necessary and permissible measures, including but not limited to natural disasters, hostilities, extreme weather events, acts of sabotage, protests, strikes, and prohibition orders of State Authorities.

MONTHLY UPTIME PERCENTAGE FORMULA

GREENNODE’S COMMITMENT ON MONTHLY UPTIME PERCENTAGE

• Service quality commitment

  Service	Committed Percentage	Unit of Measurement	Equivalent Downtime
  GreenNode IDP	99.5%	Per Tenant	Equivalent to 03 hours 39 minutes 09 seconds

  Note: The service quality commitment for GreenNode IDP does not apply to the fixed processing time for each document/request submitted to or through the Service, as processing time depends on the complexity of the document, the image quality of the Input Content, the concurrent processing volume at a given point (concurrency) and the type of AI model used.

• Penalty for breach of commitment:

  In the event that the Service fails to meet the commitment on the Monthly Uptime Percentage as stated above, GreenNode shall be responsible for providing corresponding Service compensation to the Customer. The Service compensated to the Customer is calculated as a percentage of the value in the payment cycle of that month:

  Monthly Uptime  Percentage	Equivalent downtime	Percentage of Service Compensated
  From 98% to below 99.5%	From 03 hours 39 minutes 09 seconds to 14 hours 36 minutes 36 seconds	10%
  From 95% to below 98%	From 14 hours 36 minutes 36 seconds to 01 day 12 hours 31 minutes 30 seconds	20%
  Below 95%	More than 01 day 12 hours 31 minutes 30 seconds	50%

THE SERVICE SHALL NOT BE DEEMED INTERRUPTED IN THE FOLLOWING CASES

• The Service is inaccessible due to faults of the Customer, users and/or third parties, such as: expired domain names, Domain Name Server (DNS) errors, misconfiguration, operating system errors, computer viruses, spyware, unavailability of the Customer’s network services, iptables systems, firewalls, etc.
• Access to the Service is blocked because the content(s) or file(s) stored by the Customer on GreenNode’s system violate the laws of Vietnam, are alleged to infringe intellectual property rights and/or violate other regulations of GreenNode; the Customer uses source code that affects GreenNode’s system; or the Customer fails to fulfill its service fee payment obligations to GreenNode.
• Illegal access to other services not under the Customer’s own management.
• The Service is inaccessible because the Customer uses the Service not in accordance with the standards recommended by GreenNode. For example: the number of documents/document pages exceeds the agreed volume, causing the system to be overloaded during data processing.
• The system is proactively suspended at the request of the Customer.
• The Service is inaccessible due to errors related to the Customer’s devices.
• The Service is inaccessible due to a Force Majeure Event.
• When the Customer uses GreenNode’s resources/services to attack other systems and such activity is detected, GreenNode will give notice of service suspension (for example: DDOS, targeted attacks, virus distribution).
• The Service is suspended because the Customer fails to pay subscription fees to GreenNode.
• The Service is interrupted due to maintenance by GreenNode for which the maintenance plan has been notified to the Customer in advance.

PERIODIC SYSTEM MAINTENANCE

• System maintenance is a mandatory task to ensure the continuity of the Service provided to the Customer. Maintenance may be scheduled on any day of the week (including weekends) and at any time of the day. However, GreenNode will use its best efforts to carry out maintenance at the times that least affect the Customer’s use of the Service.
• GreenNode will notify the Customer in advance via email from the “GreenNode” system or on the homepage https://greennode.ai
  • At least 3 days prior to the expected maintenance date.
  • In certain emergency maintenance cases, GreenNode will make every effort to notify the Customer at least 30 minutes in advance via email or phone.
  • For certain incidents beyond its control, GreenNode will notify the Customer within 4 working hours from the time the incident occurred.
• GreenNode commits that the total maintenance time affecting the Customer’s Service in one (1) month shall not exceed one hundred twenty (120) minutes.

COMMITMENT ON INCIDENT RESPONSE, HANDLING AND RESOLUTION TIME

• Contact channels for receiving and resolving incidents:
  • Via the 24/7 support hotline: 1900 1549
  • Via website https://greennode.ai or email support@greennode.ai
• Response time:
  • Time to respond to an incident resolution request: within 15 minutes from the time of receipt of the request.
  • Time to handle and resolve the Customer’s incident: within 15 minutes to 48 working hours from the time of responding to the incident resolution request.
  • For serious incidents, the handling time may be longer but shall not exceed 72 working hours from the time of responding to the incident resolution request.

COMPLAINT RECEIPT AND RESOLUTION PROCESS

Method of receiving complaints: in writing or by email to support@greennode.ai

• Complaint content: to save the Customer’s time, when submitting a complaint to GreenNode, the Customer is requested to provide the following information in full:
  • The subject of the email or document must clearly state: "Request for compensation under the SLA commitment";
  • Information of the affected account;
  • The specific date, time and the periods during which the system and the Service used by the Customer were in the Unavailable State;
  • Error logs or screenshots taken at the time the error occurred (the Customer’s confidential information should be blurred or masked);
  • Damages incurred by the Customer and the value of such damages, together with the relevant supporting documents and invoices;
  • The compensation amount requested by the Customer.
• Time limit for receiving complaints: within three (3) months from the date the incident occurred; beyond the above time limit, GreenNode will not receive or resolve any related complaints.
• Time for responding to and resolving complaints: within 15 (fifteen) working days from the date of receipt of the Complaint.
• In case the Customer is not satisfied with GreenNode’s written resolution, the Customer may send its feedback to GreenNode; in this case, the Customer’s written feedback will be received and processed as a new Complaint.