SEMTEK Service Level Agreement (SLA)

SEMTEK guarantees 100% network and power uptime for our services in compliance with Vietnamese law.

Credit Chart:
– ★ 100% Uptime – 0% Credit
– ★ 99.1% to 99.9% Uptime – 5% Credit
– ★ 98% to 99% Uptime – 15% Credit
– ★ 95% to 97.9% Uptime – 50% Credit
– ★ 0 to 94.9% Uptime – 100% Credit

SLA Terms:

– The Credit Chart applies solely to SEMTEK’s Cloud and Dedicated services.
– Scheduled maintenance by NOC is excluded from SLA credit eligibility.
– Downtime due to hardware failures or events beyond SEMTEK’s control do not qualify for credits.
– SLA requests are valid only for customers with current and up-to-date payments.
– All claims must be submitted within seven days of the event.
– Submit SLA claims through the sales ticketing system at support.semtek.vn.
– SLA credits are subject to a 3-day investigation following the event.