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	A serious impact on business and operations that cause system disruption. Serious security vulnerabilities, data loss/intrusion, malware infection incidents.	Downtime, Power-related issues, a GPU server is broken need to replace.
2	P2-High	High priority issues that degrade the quality of business/ operations and systems but do not cause disruption. High-level security vulnerabilities that need to be fixed quickly.	Slow system operations, Interface errors System load increased abnormally at some point
3	P3-Medium	Non-critical issues. Technical support requests, system resource additions, recovery requests, service feature requests. Issues that do not cause disruption, do not affect revenue, brand, customer experience, or service quality.	OS reinstalls, System upgrades, etc.

5.2 Incident response time

No.	Channel	Priority	First response (Within)	Periodic Updates (After)
1	Ticket	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.

5.3 Hardware failure response

• 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.

• 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.

• Data on the failed servers is not recoverable.

5.4 Contact channels to receive and resolve incidents, service requests

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.

• Hotline: [phone] (For the call from Vietnam); [phone] (For the call from Japan)

• Email: [email protected] (Vietnam); [email protected] (Japan)

• Helpdesk (Ticket support): support.fptcloud.com (Vietnam); support.fptcloud.jp (Japan)