Service Level Agreement (SLA) – ChaTask

Last updated: 25/05/2026Operator: TCOM Joint Stock Company

Article 1. General introduction

This Service Level Agreement ("SLA") sets forth the operational commitments, technical support and service delivery levels of ChaTask with respect to Customers using the ChaTask platform.

This SLA is established in order to:

Define the scope and level of service support;
Set out the principles for receiving and handling incidents;
Establish operational standards appropriate to the software-as-a-service (SaaS) model;
Help ensure the stability, security and availability of the system;
Serve as the basis for coordination between ChaTask and the Customer during the use of the Service.

This SLA forms a supplement to the Terms of Use and may apply concurrently with service contracts, quotations or other commercial agreements between ChaTask and the Customer.

Article 2. Scope of application

This SLA applies to the ChaTask service provided under the software-as-a-service (SaaS) model on infrastructure managed and operated by ChaTask.

The SLA applies to the ChaTask platform and to the features and services officially released by ChaTask from time to time.

Certain experimental features, preview features or artificial intelligence (AI) features may be provided on a "best-effort" basis or with a different scope of support depending on ChaTask's actual operational policies.

This SLA shall not be construed as an absolute commitment that the Service will operate continuously without interruption or be free from defects in all circumstances.

Article 3. Infrastructure and operations

ChaTask is operated on server infrastructure managed by ChaTask in order to ensure service availability, data security and optimal operational performance for the Customer.

ChaTask's primary operational infrastructure is currently located in a data center in Vietnam and may be combined with third-party infrastructure, security or technical services in order to optimize operational capability and to scale the Service across geographical regions.

Depending on the features used, the scope of deployment or actual technical requirements, certain data or technical processing activities may be carried out through:

Cloud infrastructure;
Content delivery network (CDN);
AI providers;
Notification delivery services;
Email services;
Operational monitoring systems;
Or other third-party technical services.

ChaTask may upgrade, change or optimize the infrastructure architecture from time to time in order to:

Ensure system performance;
Strengthen security;
Optimize scalability;
Or support the provision of the Service across multiple regions.

Article 4. Service uptime commitment

ChaTask undertakes to maintain the availability of the Service within a reasonable scope consistent with the SaaS model and the actual operating conditions of the system.

4.1. Service availability commitment (Uptime)

Service availability is calculated on a monthly basis and is determined based on the ability to access and use the ChaTask platform from ChaTask's operational systems.

4.2. Scope of the availability commitment

The availability commitment applies to:

Ability to log in to the system;
Access to the ChaTask platform;
Basic data synchronization;
Officially released features of ChaTask.

Experimental features, preview features, AI features or services dependent on third parties may fall outside the scope of the separate availability commitment.

4.3. Periods excluded from the availability calculation

The following periods are not counted as service interruption time:

Scheduled maintenance;
Emergency maintenance;
Faults caused by third parties;
Incidents of Internet service providers;
Cyber attacks;
Large-scale denial-of-service (DDoS) attacks;
Power or infrastructure failures beyond reasonable control;
Or any other SLA exclusion cases set out in Article 13.

4.4. Method of calculating service availability

Service availability is calculated per calendar month using the following formula:

Availability (%) = (Total minutes in month − Total minutes of qualifying downtime) / Total minutes in month × 100%

Where:

"Total minutes of qualifying downtime" means the period during which the system is interrupted within the scope of this SLA;
The SLA exclusion periods set out in Article 13 shall not be counted as qualifying downtime.

4.5. Determination of service interruption time

The system shall be deemed to be in service interruption only when the ChaTask platform is unable to receive or process valid requests from Users within the scope of impact attributable to ChaTask's operational systems.

Service interruption shall be determined based on:

Internal monitoring systems;
System operation logs;
Technical monitoring tools;
Or technical data recorded by ChaTask.

The following cases shall not be regarded as interruption time within the scope of this SLA:

The User's Internet connection;
Faults of the User's devices;
Browser or user environment errors;
The Customer's internal network;
Or any factors outside the reasonable control of ChaTask.

Article 5. Technical support

ChaTask provides technical support services in order to assist Customers during the use of the Service, receive feedback and handle issues arising during operations.

Support channels may include:

Bug reports and feedback submitted directly within ChaTask (Report Bugs & Feedback);
Support email;
Hotline;
Support chat;
Or other support channels made available by ChaTask from time to time.

The "Report Bugs & Feedback" feature within ChaTask allows Users to submit feedback, report defects or request support directly during use of the Service. Such requests may be received by:

The technical support team;
The operations system;
The AI Support system;
Or the relevant unit within ChaTask.

ChaTask prioritizes the handling of incidents that directly affect the Customer's actual operations.

5.1. Standard support hours

Business hours are understood to be in the Vietnam time zone (ICT), Monday through Friday, excluding public holidays as prescribed by Vietnamese law.

5.2. Initial response commitment

Response time means the time at which ChaTask acknowledges, confirms or begins to handle a support request, and is not a commitment as to the time required to fully resolve the incident.

ChaTask may provide out-of-hours support for:

Critical incidents;
Incidents with widespread impact;
Or cases requiring urgent handling to maintain system operations.

Article 6. Incident severity classification

In order to ensure handling commensurate with the level of impact, ChaTask classifies incidents according to the following priority levels.

Critical

Incidents that cause severe impact on the entire system or on the majority of Customers.

Examples:

Inability to access the system;
Widespread loss of connectivity;
Data not accessible;
Widespread system outage;
Or serious defects directly affecting the core operation of the platform.

High

Incidents that seriously affect part of an important function but where the system remains partially operational.

Examples:

Widespread chat errors;
Tasks failing to synchronize;
Significant notification errors;
API errors;
Certain key features operating in an unstable manner.

Medium

Incidents with localized impact or that do not cause a system-wide interruption.

Examples:

System slowness;
Search errors;
Interface errors;
Certain features operating in an unstable manner;
Or defects that affect only a specific group of users.

Low

Minor incidents or improvement requests with no significant impact on operations.

Examples:

Display errors;
Minor interface defects;
Suggestions for feature improvements;
Or other ordinary support requests.

Article 7. Incident handling process

Upon detection of an incident, the Customer may submit a support request through ChaTask's official support channels.

The support information should include:

A description of the incident;
The time of occurrence;
The actual impact;
Screenshots or error logs, if available;
Information regarding the Account or Organization concerned.

After receiving the request, ChaTask may:

Verify the information;
Classify the level of impact;
Refer the matter to the relevant internal team;
Or request additional information as necessary.

In certain cases, ChaTask may need to:

Temporarily restrict access;
Suspend a feature;
Perform a rollback to a previous version;
Or carry out emergency maintenance in order to safeguard the system and data.

ChaTask shall endeavor to handle incidents within a timeframe appropriate to the priority level and to the actual operating conditions of the system.

Article 8. System maintenance

In order to ensure service quality and system security, ChaTask may carry out scheduled maintenance or emergency maintenance activities.

8.1. Scheduled maintenance

ChaTask may perform:

System upgrades;
Performance optimization;
Security patching;
Feature updates;
Or infrastructure maintenance.

Preferred maintenance window: 22:00 – 04:00 (ICT).

ChaTask may provide advance notice of between 24 and 72 hours, depending on the level of impact of the maintenance activity.

8.2. Emergency maintenance

In cases where it is necessary to:

Handle an incident;
Apply a security patch;
Protect the system;
Prevent operational risks;
Or respond to a cybersecurity incident,

ChaTask reserves the right to carry out emergency maintenance without prior notice.

8.3. Impact of maintenance on the SLA

Periods of scheduled maintenance or emergency maintenance falling within the scope of Article 8 shall not be counted as service interruption time when calculating service availability under this SLA.

Article 9. Backup and data recovery

ChaTask implements backup and data retention mechanisms appropriate to the operating model of the Service.

Backup activities may include:

Periodic backups;
System log backups;
System snapshots;
Or other data redundancy mechanisms.

Data recovery shall be carried out subject to the technical capabilities and actual operating scope of the system.

ChaTask does not undertake to:

Recover data in every case;
Recover all data;
Perform instantaneous data recovery;
Or guarantee that no data will be lost in any circumstances.

The Customer is responsible for proactively managing, exporting or retaining important data required for internal operations.

Article 10. Artificial intelligence (AI) features

ChaTask may provide artificial intelligence features in order to help improve the efficiency of work processing, information retrieval, automation or operational support on the platform.

AI features may be changed, upgraded, expanded, restricted or adjusted by ChaTask from time to time in line with product direction, operational needs or actual technical requirements.

Due to the nature of AI technology and automated processing systems:

AI-generated content or outputs may not be entirely accurate or complete;
Certain AI features may depend on third-party infrastructure or services;
The response speed or availability of AI features may vary depending on system load or actual operating conditions.

ChaTask does not guarantee the absolute accuracy of AI-generated content, and Users are responsible for reviewing and evaluating such content before relying on it for important decisions.

Article 11. Third-party services

Certain features of ChaTask may depend on infrastructure or services provided by third parties, including but not limited to:

Cloud infrastructure;
Content delivery networks;
Email services;
Notification delivery services;
AI providers;
Payment gateways;
Or other integrated services.

ChaTask shall not be responsible for:

Incidents caused by third parties;
Service interruptions of partner systems;
Technical limitations imposed by partners;
Or changes in third-party policies.

Incidents arising from third parties may fall outside the scope of the SLA commitments.

Article 12. Service support policy

In the event of a serious incident affecting a paid service and falling within the scope of this SLA, ChaTask may consider applying appropriate forms of support, such as:

Extension of the service term;
Additional technical support;
Operational assistance;
Or other support measures based on ChaTask's actual operational assessment.

In order to be considered for the service support policy, the Customer must submit a request through ChaTask's official support channels within no more than 07 business days from the end of the month in which the incident occurred.

The support request should include:

The time the incident occurred;
A description of the impact;
Information regarding the Account or Organization concerned;
Or other relevant technical information.

Beyond the time limit set out above, the Customer shall be deemed to have waived any right to request support in relation to such incident.

These support measures shall not be deemed to constitute an obligation of compensation or refund, except where otherwise agreed in writing.

Article 13. SLA exclusions

ChaTask shall not be liable for any service interruption or service degradation arising from:

Force majeure events;
Natural disasters;
Fire;
War;
Large-scale cyber attacks;
Large-scale denial-of-service (DDoS) attacks;
Faults of Internet service providers;
Power failures;
Faults of infrastructure providers or AI providers;
Acts of third parties;
Devices or configurations on the Customer's side;
Use contrary to instructions;
External integrated systems;
Or any factors outside the reasonable control of ChaTask.

The SLA also does not apply to:

Experimental features;
Preview features;
Or AI features provided on a "best-effort" basis.

Article 14. Limitation of liability

To the maximum extent permitted by law, ChaTask's aggregate liability arising in connection with this SLA shall not exceed the total amount of service fees actually paid by the Customer to ChaTask during the 12 months immediately preceding the event giving rise to the incident.

ChaTask shall not be liable for:

Indirect damages;
Loss of revenue;
Loss of data;
Loss of profits;
Loss of business opportunities;
Or any damages outside the reasonable control of ChaTask.

For free plans, trial services or services provided free of charge, ChaTask provides the Service on an "as-is" basis and on a "best-effort" basis, to the extent permitted by applicable law.

To the extent permitted by applicable law, ChaTask shall have no obligation to indemnify, refund or otherwise bear any financial liability for losses arising from the use of free services, except where otherwise mandatorily required by law.