Service Level Agreement (SLA)

1. Scope

This document is effective as of 11 October 2026.

This document describes the service levels CMC Media Joint Stock Company aims to maintain for Yofatik CRM at crm.yofatik.com, for Customer businesses on a paid subscription. It forms part of the Terms of Service.

The figures below are targets we commit to work towards. Compensation for missing them, if any, applies only where stated in a signed service contract.

2. Definitions

• Availability: the time during which Users can sign in and use the core functions (inbox, orders, customers, products).
• Downtime: a period in which core functions are unusable for most Users, as confirmed by our monitoring or a verified Customer report.
• Scheduled maintenance: maintenance announced in advance under section 5.
• Response time: the time from our receipt of an incident report to the first response from the person handling it.

3. Availability target

Our monthly availability target is 99.5%, excluding scheduled maintenance and the exclusions in section 7.

Formula: Availability (%) = (Total minutes in the month − Scheduled maintenance minutes − Downtime minutes) ÷ (Total minutes in the month − Scheduled maintenance minutes) × 100.

4. Severity levels and response times

Severity is agreed when the report is received and may be adjusted as more information becomes available. Response times are targets for the first response, not for full resolution.

5. Maintenance

• Scheduled maintenance is preferably performed outside peak selling hours, typically between 22:00 and 06:00 (Vietnam time).
• Maintenance that may interrupt the Service is announced at least 24 hours in advance in the application or by email.
• Most updates are deployed without interruption; emergency maintenance to patch security vulnerabilities may be performed immediately and announced afterwards.

6. Support channels

• Email: support@cmcmedia.com.vn
• Phone: 097 102 1266 (preferred for P1 incidents)
• A dedicated support group (if agreed in the contract).

When reporting an incident, please include your business name, the affected account, the time, a description, any related order or shipment codes and screenshots if available — the more complete the information, the faster the fix.

7. Exclusions

Downtime caused by the following does not count against availability:

• Announced scheduled maintenance;
• Outages, rate limits or changes on third-party platforms (Meta, TikTok, Google, Nhanh.vn, Viettel Post, Telegram, etc.), or the Customer's account on such a platform being restricted or losing permissions;
• Problems with the Customer's internet connection, devices, browsers, or domains and DNS managed by the Customer;
• Misconfiguration, automated rules or actions by the Customer;
• Suspension under the Terms of Service or the Acceptable Use Policy;
• Force majeure as defined by law, or large-scale cyber attacks beyond reasonable defences.

8. Customer responsibilities

• Keep connections to third-party platforms valid (renew permissions and tokens when asked).
• Designate a contact person for incident and maintenance notices.
• Report incidents promptly through the support channels and cooperate in providing information.

9. Service credits

Compensation (for example, additional subscription time) for missing the availability target applies only as agreed in the service contract. Where it applies, claims must be made in writing within 30 days after the end of the month of the incident, with details of the downtime. Service credits do not replace the Customer's other rights under the contract and the law.

10. Post-incident reports

For P1 incidents, on the Customer's request we provide a summary of the cause, impact and preventive measures within 5 business days after resolution. Our safeguards are described on the Security page.

11. Contact information

Questions, requests or complaints about this document may be sent to:

You can also reach us through the Contact page.