Service Level Agreement (SLA)
Our commitments on uptime, data recovery, support response times, and service credits when we fall short. Applies to customers on a paid plan.
Last updated: Jul 12, 2026
vne.email is operated by CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ TRIPLES (Tax ID 0316579552) — referred to below as the “Provider.” This document elaborates on Section 4 of the Terms of Service and is the basis on which the Customer may claim service credits when a commitment is not met.
1. Uptime commitment
Measured per calendar quarter, independently for each service stream:
| Service stream | Quarterly commitment |
|---|---|
| Inbound mail (SMTP/MX) | 99.5% |
| Outbound mail (SMTP Submission) | 99.0% |
| Webmail & Portal | 99.5% |
| Drive (file storage & sharing) | 99.0% |
Uptime percentage = (total time in the quarter − SLA-counted downtime) ÷ total time in the quarter. The exclusions in Section 6 are not counted as downtime.
2. Scheduled maintenance
Scheduled maintenance is announced at least 48 hours in advance by email, performed outside peak hours (typically 23:00–05:00 Vietnam time), and does not count toward SLA downtime. Emergency maintenance to patch a critical security vulnerability may be performed immediately, with notice given as soon as possible.
3. Data backup & recovery
- Mailbox and Drive data is backed up nightly and retained for at least 14 days (higher-tier plans retain backups longer).
- Recovery Time Objective (RTO) ≤ 24 hours and Recovery Point Objective (RPO) ≤ 24 hours from the most recent backup.
- Upon service termination, data is retained for 30 days for recovery; during this period the Customer can export all data using self-service tools (Drive → Download all; mail via IMAP as .mbox/.eml).
4. Support & response times
- Support channels: support@vne.email.
- Business hours: 9:00 AM–6:00 PM, Monday–Saturday (excluding statutory holidays).
- Paid plans: first response within 1 business hour. Critical incidents (complete loss of inbound/outbound mail) are handled as priority, regardless of business hours.
5. Service credits for missed commitments
If a stream's quarterly uptime falls below the commitment in Section 1, the Customer receives a <strong>service credit</strong> (deducted from the next billing cycle) per the tiers below, calculated on the corresponding monthly fee:
| Actual quarterly uptime | Credit (of 1 month's fee) |
|---|---|
| Below commitment but ≥ 99.0% | 10% |
| 98.0% to below 99.0% | 25% |
| Below 98.0% | 50% |
6. Exclusions
The following downtime is not counted toward the SLA:
- Scheduled maintenance announced in advance (Section 2).
- Issues caused by the Customer's DNS configuration, domain settings, or the Customer's own equipment/connectivity.
- Suspension due to the Customer's violation of the Terms of Service (spam, fraud, unlawful activity) or non-payment.
- Denial-of-service (DDoS) attacks or third-party actions reasonably beyond the Provider's control.
- Infrastructure failures at power, network, or data-center providers reasonably beyond our control.
- Force-majeure events: natural disasters, epidemics, war, or changes in law or regulation.
7. Incidents & transparency
System status is published on our Status page. During an incident, the Provider posts progress updates there and notifies affected customers by email. Customers can report incidents via support@vne.email.
8. Contact
For questions about this Service Level Agreement, please contact support@vne.email. Liability and limitation-of-liability terms are set out in Sections 4 and 7 of the Terms of Service.