Service Level Agreement for Viindoo Express Packs

Note

Last modified date: April 30, 2025.

1. Definitions and Explanations

  • Express Packs: A consulting, implementation support, training, and system configuration service for Viindoo software. It is based on hourly needs without requiring a long-term contract.

  • SLA: Stands for Service Level Agreement; this document defines the service quality, availability, and responsibilities between Viindoo and customers using Express Packs.

  • SpoC: Stands for Single Point of Contact - the main contact person from the customer side.

  • Software Error Types:

    • Security Error: A security error that causes information leakage or can be exploited by malicious actors to gain unauthorized access, sabotage, or steal data.

    • Critical Error: Errors including service interruptions, non-functional features, inaccessibility, data loss, data integrity issues, and permission errors caused by Viindoo’s software.

    • Normal Error: Errors that do not directly affect core operations but still need fixing.

2. Scope

This SLA applies to all customers buying Express Packs from Viindoo, including:

  • Basic

  • Standard

  • Custom

  • Pro

3. Official Support Channels

4. Response Time Commitment

Request Type

Response Time

Notes

General Consulting Request

Within 4 working hours

During office hours

Job Request Acknowledgment

Within 2 working hours

For planned requests

Urgent, Unexpected Request

Within 2 working hours

Based on package availability

Report Errors on Completed Work

Within 1 working hour

Only for issues from completed work

5. Work Completion Commitment

Work Type

SLA Timeframe

Conditions

Security Error Fix

Within 1 day

Clear description with image/video

Critical Error Fix

Within 2 working days

Clear description with image/video

Normal Error Fix

Within 5 working days

Clear description with image/video

Simple Configuration

Within 2 working days

Clear and confirmed request

Report/Print Template Adjustment

Within 3–20 working days

Depending on complexity

Training/Consulting Session

As scheduled

Cancellation must be at least 4 hours prior

6. Customer Responsibilities

  • Provide a clearly described request, along with images/videos if available (via email at support@viindoo.com or through the Viindoo Support Portal at https://viindoo.com/vi/ticket).

  • Provide feedback or confirm the results of the work within 48 hours from the handover. If not, Viindoo has the right to consider the work completed.

  • Plan work at least 1 working day in advance. Sudden requests may be rejected.

  • Cooperate on time by providing data, confirming setups, and attending training.

  • Assign a Single Point of Contact (SpoC) to coordinate with Viindoo.

  • Do not change or expand the request beyond the package description unless both parties sign an additional agreement or quote.

7. SLA Violations and Compensation

  • For each SLA breach (not caused by customer issues), Viindoo will compensate by adding up to 10% of the affected task time.

  • Total compensation per month will not exceed 10% of the total purchased service hours.

8. Special Terms

SLA can be adjusted case-by-case by a signed contract addendum.

9. Limitation of Liability

Viindoo is not responsible for delays caused by missing information, slow responses, or lack of cooperation from the customer.

10. Amendments and Termination

Viindoo may update this SLA but must notify customers at least 7 days in advance via official notice or email. If customers do not respond, changes will automatically apply.

11. Dispute Resolution

Any dispute should first be resolved by negotiation. If not resolved, it will be handled by a competent court in Hai Phong City (or where Viindoo’s business is registered).