1. Scope
This document applies to the Managed AI Chatbot service (chatbot widget and API) operated by FlowNexa. IT Infrastructure, Cloud, and Security Operations (managed IT) have their own scope, hours, and SLA agreed per customer in the contract.
2. Availability target
FlowNexa targets 99.9% availability per calendar month for the chatbot API and widget, measured by FlowNexa monitoring. This represents an operational engineering target; automatic service credits, penalties, or rebates are not provided unless explicitly agreed upon in a customized enterprise service contract.
3. Exclusions
Not counted as downtime: announced maintenance; incidents at infrastructure/VPS, network, DNS, Cloudflare, or AI model providers (for example Azure OpenAI); incidents on third-party platforms such as Zalo and Meta; customer website or network faults; force majeure; and breaches of the Acceptable Use Policy.
4. Severity and response times
Response time is measured from receipt of the request to the first substantive reply, during Vietnam business hours.
Critical (P1) - production service fully down: response within 1 hour.
High (P2) - major degradation with a workaround: response within 4 hours.
Normal (P3) - minor defect or configuration question: response within 1 business day.
Low (P4) - improvement request or consultation: response within 2 business days.
5. Out-of-hours support
24/7 human support applies only when stated in a managed-services contract. The chatbot may run 24/7, but that does not mean 24/7 technical support.
6. Reporting an incident
Email hello@flownexa.ai, phone / Zalo 0948 279 029. Include the website, time of occurrence, screenshots, and business impact.
7. Maintenance
FlowNexa aims to notify customers in advance when maintenance may affect the service and to schedule it outside peak hours.
8. Contract precedence
If the service contract contains different SLA terms, the contract prevails. This document does not apply to trials or demo environments.
9. Provider
FLOWNEXA COMPANY LIMITED (Tax ID: 0319612776). Address: 228/6 Au Duong Lan, Chanh Hung Ward, Ho Chi Minh City, Vietnam. Email: hello@flownexa.ai. Phone: 0948 279 029.