Trading Conditions

9. Performance, Availability and Support

Filmswork aims to maintain high levels of website and email availability and to keep services operating reliably. However, Filmswork does not guarantee uninterrupted, continuous, error-free, or fully secure service, and temporary interruption, delay, degradation, maintenance, or loss of access may occur from time to time.

Downtime, latency, delivery delay, interruption, or loss of availability caused by internet service providers, domain registrars, DNS providers, data centres, cloud infrastructure providers, third-party software or plugin vendors, payment gateways, email providers, content delivery or security services, cyber attacks, malicious traffic, force majeure events, legal or regulatory action, or any other matter outside Filmswork’s reasonable control shall not constitute a breach of these Trading Conditions.

Support for website or email issues is provided by email only to info@filmswork.net. Support requests sent through phone, messaging applications, social media, or other informal channels are not treated as formal support requests unless Filmswork agrees otherwise in writing.

Under normal operating conditions, Filmswork aims to provide an initial response within 1 to 2 business days. For the purposes of this Section, “business days” means Monday to Friday, excluding public holidays in Vietnam, unless Filmswork states otherwise in writing. Response times are targets only, are not guaranteed, and do not mean that a full resolution will be delivered within that timeframe.

The target response period applies only once Filmswork has received sufficient information to identify the affected service and the nature of the issue. Response and resolution times may be longer where an issue involves a widespread incident affecting multiple services or clients, data centre or upstream provider outages, registrar or DNS delays, third-party vendor or software issues, malware or security incidents, complex debugging, monitoring or staged testing requirements, or incomplete information, delayed approvals, or lack of access from the Client.

The Client must cooperate with troubleshooting and provide, where requested, accurate contact details, working access credentials, relevant screenshots, logs, backup copies, and clear steps to reproduce the issue. The Client remains responsible for keeping its own current copies or backups of critical website content, databases, and email unless Filmswork has expressly agreed in writing to provide a separate managed backup service with defined scope and retention. Filmswork may delay or limit assistance where the Client does not provide the information, access, approvals, or cooperation reasonably required.

Depending on the nature of the issue, Filmswork may implement a temporary workaround, restore from a backup where available and appropriate, escalate the matter to a registrar, data centre, cloud provider, software author, email provider, or other third-party vendor, recommend that the Client contact the relevant third party directly, or temporarily suspend or isolate affected services where reasonably necessary to protect security, stability, or other users.

Filmswork shall not be liable for delay, interruption, or failure to resolve an issue within any particular timeframe where the cause is outside Filmswork’s reasonable control, depends on third-party action, or is materially affected by the Client’s failure to provide access, information, approvals, or backups. Any liability of Filmswork remains subject at all times to the limitation of liability provisions elsewhere in these Trading Conditions.