{"id":112,"date":"2021-11-27T17:56:30","date_gmt":"2021-11-27T17:56:30","guid":{"rendered":"https:\/\/cyberbase.vn\/?page_id=112"},"modified":"2021-12-01T16:51:00","modified_gmt":"2021-12-01T16:51:00","slug":"cam-ket-dich-vu-sla","status":"publish","type":"page","link":"https:\/\/cyberbase.vn\/en\/chinh-sach\/cam-ket-dich-vu-sla\/","title":{"rendered":"Service Commitment (SLA)"},"content":{"rendered":"
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Cam k\u1ebft ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 (Service Level Agreement \u2013 SLA)<\/strong><\/h2>\n

L\u00e0 b\u1ea3n cam k\u1ebft gi\u1eefa Cyberbase v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a Cyberbase. SLA quy \u0111\u1ecbnh tr\u00e1ch nhi\u1ec7m v\u00e0 ch\u00ednh s\u00e1ch ho\u00e0n ti\u1ec1n c\u1ee7a ch\u00fang t\u00f4i trong tr\u01b0\u1eddng h\u1ee3p ch\u00fang t\u00f4i kh\u00f4ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c nh\u1eefng cam k\u1ebft n\u00e0y. Ch\u00fang t\u00f4i lu\u00f4n mong mu\u1ed1n c\u00e1c kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u1ea3m th\u1ea5y th\u1ef1c s\u1ef1 an t\u00e2m v\u00e0 quy\u1ebft \u0111\u1ecbnh d\u1ec5 d\u00e0ng trong vi\u1ec7c s\u1eed d\u1ee5ng c\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i.<\/span><\/p>\n

C\u00e1c \u0111i\u1ec1u kho\u1ea3n cam k\u1ebft c\u1ee7a SLA:<\/strong><\/h3>\n
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  1. Cam k\u1ebft v\u1ec1 t\u00ednh s\u1eb5n s\u00e0ng c\u1ee7a h\u1ec7 th\u1ed1ng<\/span><\/li>\n
  2. B\u1ea3o tr\u00ec h\u1ec7 th\u1ed1ng \u0111\u1ecbnh k\u1ef3<\/span><\/li>\n
  3. C\u00e1c tr\u01b0\u1eddng h\u1ee3p lo\u1ea1i tr\u1eeb<\/span><\/li>\n<\/ol>\n

    I. Cam k\u1ebft v\u1ec1 t\u00ednh s\u1eb5n s\u00e0ng c\u1ee7a h\u1ec7 th\u1ed1ng<\/strong><\/h3>\n

    Cyberbase cam k\u1ebft d\u00f9ng h\u1ebft n\u1ed7 l\u1ef1c c\u1ee7a m\u00ecnh \u0111\u1ea3m b\u1ea3o th\u1eddi gian uptime h\u00e0ng th\u00e1ng c\u1ee7a h\u1ec7 th\u1ed1ng lu\u00f4n s\u1eb5n s\u00e0ng t\u1ed1i thi\u1ec3u \u1edf m\u1ee9c 99,99% trong su\u1ed1t m\u1ed9t chu k\u1ef3 thanh to\u00e1n theo cam k\u1ebft d\u1ecbch v\u1ee5. Trong tr\u01b0\u1eddng h\u1ee3p Cyberbase kh\u00f4ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c cam k\u1ebft tr\u00ean, kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u1ea7y \u0111\u1ee7 \u0111i\u1ec1u ki\u1ec7n \u0111\u1ec3 nh\u1eadn l\u1ea1i ph\u00ed d\u1ecbch v\u1ee5 theo cam k\u1ebft d\u01b0\u1edbi \u0111\u00e2y.<\/span><\/p>\n

    C\u00e1c \u0111\u1ecbnh ngh\u0129a:<\/strong><\/h4>\n

    \u2013 \u201c<\/span>Th\u1eddi gian uptime h\u00e0ng th\u00e1ng<\/span><\/i>\u201d \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng c\u00e1ch l\u1ea5y 100% s\u1ed1 ph\u00fat trong th\u00e1ng tr\u1eeb \u0111i ph\u1ea7n tr\u0103m s\u1ed1 ph\u00fat th\u1eddi gian h\u1ec7 th\u1ed1ng \u1edf \u201ctr\u1ea1ng th\u00e1i kh\u00f4ng s\u1eb5n s\u00e0ng\u201d. Th\u1eddi gian uptime h\u00e0ng th\u00e1ng kh\u00f4ng bao g\u1ed3m th\u1eddi gian b\u1ea3o tr\u00ec v\u00e0 c\u00e1c tr\u01b0\u1eddng h\u1ee3p lo\u1ea1i tr\u1eeb \u0111\u01b0\u1ee3c quy \u0111\u1ecbnh \u1edf \u0110i\u1ec1u 2 v\u00e0 \u0110i\u1ec1u 3 trong cam k\u1ebft d\u1ecbch v\u1ee5. Ch\u1ec9 nh\u1eefng v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh t\u1eeb ph\u00eda ch\u00fang t\u00f4i nh\u01b0: h\u01b0 h\u1ecfng thi\u1ebft b\u1ecb ph\u1ea7n c\u1ee9ng, thi\u1ebft b\u1ecb m\u1ea1ng, \u1ed5 c\u1ee9ng v\u00e0 ngu\u1ed3n \u0111i\u1ec7n m\u1edbi \u0111\u01b0\u1ee3c coi l\u00e0 l\u1ed7i t\u1eeb ch\u00fang t\u00f4i. C\u00e1c v\u1ea5n \u0111\u1ec1 kh\u00e1c li\u00ean quan \u0111\u1ebfn vi\u1ec7c qu\u1ea3n l\u00fd m\u00e1y ch\u1ee7 \u1ea3o c\u0169ng nh\u01b0 c\u00e1c ph\u1ea7n m\u1ec1m ch\u1ea1y b\u00ean trong m\u00e1y ch\u1ee7 \u1ea3o \u0111\u01b0\u1ee3c xem l\u00e0 l\u1ed7i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kh\u00f4ng \u0111\u01b0\u1ee3c xem x\u00e9t \u0111\u1ebfn trong cam k\u1ebft.<\/span><\/p>\n

    \u2013 \u201c<\/span>Tr\u1ea1ng th\u00e1i kh\u00f4ng s\u1eb5n s\u00e0ng<\/span><\/i>\u201d l\u00e0 tr\u1ea1ng th\u00e1i server c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ec3 k\u1ebft n\u1ed1i ra b\u00ean ngo\u00e0i.<\/span><\/p>\n

    Cam k\u1ebft \u0111\u1ec1n b\u00f9 ph\u00ed d\u1ecbch v\u1ee5:<\/strong><\/h4>\n\n\n\n\n\n\n\n\n\n
    STT<\/strong><\/td>\nD\u1ecbch v\u1ee5<\/strong><\/td>\nTh\u1eddi gian uptime h\u00e0ng th\u00e1ng<\/strong><\/td>\nTh\u1eddi gian \u1edf tr\u1ea1ng th\u00e1i kh\u00f4ng s\u1eb5n s\u00e0ng<\/strong><\/td>\nM\u1ee9c ph\u00ed d\u1ecbch v\u1ee5 \u0111\u1ec1n b\u00f9<\/strong><\/td>\n<\/tr>\n
    1<\/b><\/td>\nC\u00e1c d\u1ecbch v\u1ee5 l\u01b0u tr\u1eef c\u01a1 b\u1ea3n nh\u01b0: Business Hosting, WordPress Hosting, WordPress eCommerce.<\/span><\/td>\n\u00cdt h\u01a1n 99,9% nh\u01b0ng l\u1edbn h\u01a1n ho\u1eb7c b\u1eb1ng 99,0%<\/span><\/td>\n52 – 432 ph\u00fat<\/span><\/td>\n10%<\/span><\/td>\n<\/tr>\n
    \u00cdt h\u01a1n 99,0%<\/span><\/td>\nL\u1edbn h\u01a1n 432 ph\u00fat<\/span><\/td>\n30%<\/span><\/td>\n<\/tr>\n
    2<\/b><\/td>\nC\u00e1c d\u1ecbch v\u1ee5 l\u01b0u tr\u1eef cao c\u1ea5p nh\u01b0: Managed WordPress, VPS, Dedicated<\/span><\/td>\n\u00cdt h\u01a1n 99,9% nh\u01b0ng l\u1edbn h\u01a1n ho\u1eb7c b\u1eb1ng 99,0%<\/span><\/td>\n5 – 432 ph\u00fat<\/span><\/td>\n10%<\/span><\/td>\n<\/tr>\n
    \u00cdt h\u01a1n 99,0%<\/span><\/td>\nL\u1edbn h\u01a1n 432 ph\u00fat<\/span><\/td>\n30%<\/span><\/td>\n<\/tr>\n
    3<\/b><\/td>\nD\u1ecbch v\u1ee5 Email cao c\u1ea5p<\/span><\/td>\n\u00cdt h\u01a1n 99,9% nh\u01b0ng l\u1edbn h\u01a1n ho\u1eb7c b\u1eb1ng 99,0%<\/span><\/td>\n43 – 432 ph\u00fat<\/span><\/td>\n10%<\/span><\/td>\n<\/tr>\n
    \u00cdt h\u01a1n 99,0%<\/span><\/td>\nL\u1edbn h\u01a1n 432 ph\u00fat<\/span><\/td>\n25%<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    \u2013 <\/span>Cyberbase ch\u1ec9 \u00e1p d\u1ee5ng m\u1ee9c ph\u00ed \u0111\u1ec1n b\u00f9 d\u1ecbch v\u1ee5 \u0111\u1ed1i v\u1edbi c\u00e1c kho\u1ea3n thanh to\u00e1n t\u1eeb kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    \u2013 Ph\u00ed \u0111\u1ec1n b\u00f9 d\u1ecbch v\u1ee5 s\u1ebd \u0111\u01b0\u1ee3c c\u1ed9ng v\u00e0o s\u1ed1 d\u01b0 t\u00e0i kho\u1ea3n (<\/span>balance<\/span><\/i>) \u0111\u1ec3 s\u1eed d\u1ee5ng cho c\u00e1c k\u1ef3 thanh to\u00e1n ti\u1ebfp theo.<\/span><\/p>\n

    \u2013 Ph\u00ed \u0111\u1ec1n b\u00f9 d\u1ecbch v\u1ee5 kh\u00f4ng \u0111\u01b0\u1ee3c ho\u00e0n tr\u1ea3 l\u1ea1i b\u1eb1ng ti\u1ec1n m\u1eb7t.<\/span><\/p>\n

    \u2013 Ph\u00ed \u0111\u1ec1n b\u00f9 d\u1ecbch v\u1ee5 kh\u00f4ng \u0111\u01b0\u1ee3c chuy\u1ec3n nh\u01b0\u1ee3ng ho\u1eb7c \u00e1p d\u1ee5ng cho t\u00e0i kho\u1ea3n kh\u00e1c.<\/span><\/p>\n

    Y\u00eau c\u1ea7u b\u1ed3i th\u01b0\u1eddng v\u00e0 th\u1ee7 t\u1ee5c gi\u1ea3i quy\u1ebft:<\/strong><\/h4>\n

    \u0110\u1ec3 y\u00eau c\u1ea7u b\u1ed3i th\u01b0\u1eddng trong c\u00e1c tr\u01b0\u1eddng h\u1ee3p Cyberbase kh\u00f4ng \u0111\u1ea1t \u0111\u01b0\u1ee3c cam k\u1ebft, kh\u00e1ch h\u00e0ng vui l\u00f2ng email \u0111\u1ebfn \u0111\u1ecba ch\u1ec9 <\/span>support@cyberbase.vn<\/span>. N\u1ebfu y\u00eau c\u1ea7u b\u1ed3i th\u01b0\u1eddng l\u00e0 h\u1ee3p l\u1ec7, kho\u1ea3n ti\u1ec1n \u0111\u1ec1n b\u00f9 cho qu\u00fd kh\u00e1ch s\u1ebd \u0111\u01b0\u1ee3c c\u1ed9ng v\u00e0o t\u00e0i kho\u1ea3n balance \u0111\u1ec3 s\u1eed d\u1ee5ng cho c\u00e1c l\u1ea7n thanh to\u00e1n sau.<\/span><\/p>\n

    Y\u00eau c\u1ea7u b\u1ed3i th\u01b0\u1eddng h\u1ee3p l\u1ec7 s\u1ebd bao g\u1ed3m c\u00e1c th\u00f4ng tin sau:<\/span><\/p>\n

    1- Ti\u00eau \u0111\u1ec1 mail ghi r\u00f5 \u201c<\/span>Y\u00eau c\u1ea7u b\u1ed3i th\u01b0\u1eddng theo cam k\u1ebft SLA<\/span><\/i>“<\/span><\/p>\n

    2- Ng\u00e0y v\u00e0 gi\u1edd c\u1ee5 th\u1ec3 c\u00e1c th\u1eddi \u0111i\u1ec3m tr\u1ea1ng th\u00e1i kh\u00f4ng s\u1eb5n s\u00e0ng.<\/span><\/p>\n

    3- T\u00e0i kho\u1ea3n v\u00e0 IP c\u1ee7a c\u00e1c instance b\u1ecb \u1ea3nh h\u01b0\u1edfng.<\/span><\/p>\n

    4- Logs ghi l\u1ed7i ho\u1eb7c h\u00ecnh \u1ea3nh ch\u1ee5p l\u1ea1i m\u00e0n h\u00ecnh th\u1eddi \u0111i\u1ec3m x\u1ea3y ra l\u1ed7i ( <\/span>L\u01b0u \u00fd: c\u00e1c th\u00f4ng tin b\u1ea3o m\u1eadt nh\u1ea1y c\u1ea3m c\u1ea7n \u0111\u01b0\u1ee3c x\u00f3a m\u1edd ho\u1eb7c thay b\u1eb1ng c\u00e1c d\u1ea5u hoa th\u1ecb<\/span><\/i>).<\/span><\/p>\n

    C\u00e1c y\u00eau c\u1ea7u b\u1ed3i th\u01b0\u1eddng kh\u00f4ng cung c\u1ea5p \u0111\u01b0\u1ee3c c\u00e1c th\u00f4ng tin tr\u00ean s\u1ebd kh\u00f4ng \u0111\u01b0\u1ee3c ch\u1ea5p nh\u1eadn h\u1ee3p l\u1ec7.<\/span><\/p>\n

    II. B\u1ea3o tr\u00ec h\u1ec7 th\u1ed1ng \u0111\u1ecbnh k\u1ef3<\/strong><\/h3>\n

    B\u1ea3o tr\u00ec h\u1ec7 th\u1ed1ng l\u00e0 c\u00f4ng vi\u1ec7c b\u1eaft bu\u1ed9c th\u1ef1c hi\u1ec7n \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh li\u00ean t\u1ee5c c\u1ee7a d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c cung c\u1ea5p \u0111\u1ebfn Kh\u00e1ch h\u00e0ng. Vi\u1ec7c b\u1ea3o tr\u00ec c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c l\u00ean k\u1ebf ho\u1ea1ch th\u1ef1c hi\u1ec7n v\u00e0o b\u1ea5t k\u1ef3 ng\u00e0y n\u00e0o trong tu\u1ea7n (bao g\u1ed3m c\u1ea3 ng\u00e0y cu\u1ed1i tu\u1ea7n) v\u00e0 c\u00f3 th\u1ec3 v\u00e0o b\u1ea5t k\u1ef3 th\u1eddi \u0111i\u1ec3m n\u00e0o trong ng\u00e0y. Tuy nhi\u00ean, Cyberbase s\u1ebd n\u1ed7 l\u1ef1c h\u1ebft s\u1ee9c \u0111\u1ec3 ti\u1ebfn h\u00e0nh vi\u1ec7c b\u1ea3o tr\u00ec \u1edf c\u00e1c th\u1eddi \u0111i\u1ec3m \u00edt \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn vi\u1ec7c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a Kh\u00e1ch h\u00e0ng nh\u1ea5t. Vi\u1ec7c b\u1ea3o tr\u00ec h\u1ec7 th\u1ed1ng s\u1ebd \u0111\u01b0\u1ee3c Cyberbase ti\u1ebfn h\u00e0nh theo c\u00e1ch nh\u01b0 sau:<\/span><\/p>\n