# 5. INCIDENT RESOLUTION

The incident resolution responds to an unplanned service interruption. Unexpected disruptions occur due to incidents like loss or degradation of network connectivity, a scheduled task (like a backup task) not being performed, etc. 

## 5.1 Incident priority levels 

| No. | Priority    | Business impact                                                                                                                                                                                                                                             | Example                                                                                                |
| --- | ----------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------ |
| 1   | P1-Critical | <p>A serious impact on business and operations that cause system disruption. </p><p>Serious security vulnerabilities, data loss/intrusion, malware infection incidents. </p>                                                                                | <p>Downtime, Power-related issues, a GPU server is broken need to replace. </p><p> </p>                |
| 2   | P2-High     | <p>High priority issues that degrade the quality of business/ operations and systems but do not cause disruption. </p><p>High-level security vulnerabilities that need to be fixed quickly. </p>                                                            | <p>Slow system operations, Interface errors </p><p>System load increased abnormally at some point </p> |
| 3   | P3-Medium   | <p>Non-critical issues. </p><p>Technical support requests, system resource additions, recovery requests, service feature requests.  </p><p>Issues that do not cause disruption, do not affect revenue, brand, customer experience, or service quality. </p> | OS reinstalls, System upgrades, etc.                                                                   |

## 5.2 Incident response time&#x20;

| No. | Channel                | Priority    | First response (Within) | Periodic Updates (After) |
| --- | ---------------------- | ----------- | ----------------------- | ------------------------ |
| 1   | <p> </p><p>Ticket </p> | P1-Critical | 15 minutes              | 1 hour                   |
| 2   | P2-High                | 30 minutes  | 2 hours                 |                          |
| 3   | P3-Medium              | 1 hour      | 4 hours                 |                          |

***\* Periodic update is executed when the incident is not resolved.***&#x20;

## 5.3 Hardware failure response&#x20;

* In the event of hardware failures affecting **Metal Cloud** and **GPU Virtual Machines** (Ephemeral NVMe Storage) services, FPT Smart Cloud will provision replacement resources with equivalent configurations within two (02) hours.&#x20;
* This timeframe shall be calculated from the moment the customer confirms acceptance of the replacement solution and does not include any customer-side verification or testing time following the replacement.&#x20;
* Data on the failed servers is not recoverable.&#x20;

## 5.4  Contact channels to receive and resolve incidents, service requests&#x20;

Support and Operations teams work 24 hours a day, 7 days a week, ensuring that all incidents and requests from customers are answered on time.&#x20;

* Hotline: 1900 638 399 (For the call from Vietnam); +81-800-300-9739 (For the call from Japan)&#x20;
* Email: <support@fptcloud.com> (Vietnam); <support@fptcloud.jp> (Japan)&#x20;
* Helpdesk (Ticket support): support.fptcloud.com (Vietnam); support.fptcloud.jp (Japan)&#x20;


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