HiTech Cloud is a brand of Pho Tue SoftWare And Technology Solutions Joint Stock Company (Công ty Cổ Phần Giải Pháp Công Nghệ và Phần Mềm Phổ Tuệ) (hereinafter referred to as “HiTech Cloud” or “we,” as the context requires). We provide our Customers (“Customer,” “You,” “User”) the following information and terms of agreement upon registering to use services at HiTech Cloud.

Registering for and using services at Hi-Tech Cloud means the Customer accepts these general terms of use, helping HiTech Cloud/Hi-Tech Cloud and the Customer understand each other and work together more effectively, avoiding unintended mistakes. The accompanying terms are listed in detail below.

1. Service quality commitment (Service Level Agreement)

HiTech Cloud commits to service quality and sets out the responsibilities and entitlements of customers. Where the service provided fails to meet the commitments listed and specified in these terms, Hi-Tech Cloud accepts responsibility and applies its compensation policy, so that customers can use HiTech Cloud services with confidence.

1.1 Definition of uptime

Uptime is the time the system is available for operation, measured in minutes per month, minus the percentage of time the system is unavailable (the opposite of uptime is called downtime). The availability commitment does not apply to any of the exclusions listed in Clause 1.2 of this document.

1.2 Availability commitment

At HiTech Cloud we commit to maintaining service availability of at least 99.9% across the entire period for which you have paid for the service at HiTech Cloud. If availability falls below the committed level while you are using our service, you may claim compensation under the following commitment:

UPTIMEDOWNTIMECOMPENSATION RATE
99,9%43 minutesAGREEMENT REACHED
99,8%86 minutes10%
99,7%129 minutes20%
99,6%172 minutes30%
99,5%216 minutes40%
99,4%302 minutes50%
99,3%302 minutes60%
99,2%345 minutes70%
99,1%388 minutes80%
99%432 minutes90%

Monthly service uptime is calculated with the formula:

43,200 − minutes of downtimeX 100
43200

If a service's monthly uptime falls below the committed level, we provide compensation based on that month's service value. Compensation rates are as follows:

UptimeService credit rate
from 99% up to the level committed for the service type25%
from 95% to 98.99%50%
below 95%100%

Where the compensation conditions are met, the amount is credited to your ID Portal account.

Compensation covers only the direct service value and excludes:

  • Initial setup fees.
  • License fees for licenses supplied with the service, such as cPanel, Plesk, Windows Server, and SQL Server, rented monthly or on any other cycle.

Service credits are not redeemable for cash.

Compensation cannot be applied to, or transferred to, another account on the same Pho Tue Software Solutions JSC platform.

SERVICE INTERRUPTION (DOWNTIME)

Downtime means the total number of minutes per month of service interruption caused by technical faults. The service interruption log is published by Pho Tue Software Solutions JSC on the system log page within IDPortal:

Under normal circumstances, downtime excludes planned upgrades and maintenance announced at least 24 hours in advance on the notices page (under Maintenance Notices), together with email or SMS where possible.

In an emergency, Pho Tue Software Solutions JSC will publish its incident response plan 60 minutes in advance on the notices page, together with email, SMS, or a direct phone call where possible.

Pho Tue Software Solutions JSC targets, but does not commit to, a total annual downtime of 5 hours.

1.3 Disclaimer

EXCLUSIONS

We apply the general exclusions below, together with the specific exclusions for each service type. Interruptions arising from these causes are not counted as service downtime.

Service availability shall not be treated as a commitment and shall not apply in any of the following cases:

  • Network interruption between the customer's internet service provider (ISP) and the data center;
  • Any network interruption outside the control of Pho Tue Software Solutions JSC;
  • Overload caused by DDoS, DoS, or a targeted attack on any part of the server;
  • Incidents caused by natural disasters or flooding;
  • Affected by any control panel action or configuration change made by the customer, or made by our staff at the customer's request during support;
  • Using the service for the wrong purpose, or in breach of any provision of the terms of service;
  • Using the service beyond the technical specifications defined for it;
  • The service has expired or is affected by a renewal, upgrade, or plan change process;
  • Trial services (where applicable), or services temporarily enabled or temporarily upgraded;
  • Any access considered an interruption where the fault originates from the customer's computer, device, web browser, or mobile device;
  • Errors arising from third-party software or technology.
  • Events beyond Pho Tue Software Solutions JSC's control, such as: network faults or equipment failures at a data center operated by a third-party provider (that is, at the data center where the service servers are located), fire, terrorism, embargo, war, requirements imposed by state authorities, or national network incidents.

Premium Cloud Hosting, Cloud Windows Hosting, WordPress Hosting, and WordPress Comma

  • Using the service in connection with advertising or view-boosting schemes that inflate traffic, or where the website is exploited for storage or hotlinking;
  • Errors caused by the website's own source code, plugins, or themes, or by source code infected with malware, viruses, or phishing;
  • Traffic and request rates more than 50% higher than the same time window on the previous day, where the cause is determined not to be a fault of Pho Tue Software Solutions JSC;
  • The server blocks an IP address to stop a DDoS attack, or because the user has failed to log in too many times;
  • Errors returned in the web browser while the hosting platform and servers are still responding normally.

Email

  • Sending and receiving email through webmail;
  • Outbound email not reaching its destination because the server IP is temporarily rejected by the receiving system or is identified by it as spam;
  • Email not received because the receiving server classified it as spam;
  • The customer's domain name, or a link contained in the email content, points to an IP address listed by one of the anti-spam and anti-phishing organizations.

Cloud Server

  • Applies to periods outside administrator-initiated operations;
  • Excludes effects caused by software faults or by errors arising from a prior virus or malware infection;
  • Excludes interruptions on the internal network link between one Cloud Server and another;
  • The Cloud Server's average network port utilization exceeds 70% over 5 minutes.
  • Errors caused by configuration or software inside the Cloud Server.

DNS resolver servers

  • Applies where one of the system's servers is resolving normally;
  • Excludes interruptions caused by a locked domain name, by state transitions, or by name server changes. Domain names under dispute;
  • Does not apply to temporary configuration pages that stop working;
  • Interruptions caused by DNS caching.

Office 365 and Email 365

  • Under Microsoft's published policy:see here
  • Excludes interruptions caused by a temporary inability to configure the service, add accounts, or apply licenses.

Google Workspace

  • Under Google's published policy:see here.
  • Excludes interruptions caused by a temporary inability to configure the service, add accounts, or apply licenses.

DNS servers and domains

  • Effects of waiting for domain activation, name server changes, or IP changes.

CLAIM PROCEDURE

To claim compensation under the SLA at Pho Tue Software Solutions JSC, customers can use either of the following two methods:

  • Log in to the service management system (https://my.photuesoftware.vn) to submit a compensation claim.
  • Call the technical support line directly on 19001830 (then press any key).

will compile all the relevant information for the customer to confirm one last time by ticket.

SLA compensation claims are reviewed and resolved within a maximum of 48 business hours.

If the claim meets the conditions (that is, none of the exclusions above apply):

  • Pho Tue Software Solutions JSC will immediately credit the compensation calculated using the formula and rules set out above.
  • Compensation is credited to the customer's account balance. Customers can log in to the service management system (https://my.photuesoftware.vn) to see the amount added.

2. Service support commitments to customers

HiTech Cloud is ready to help you as quickly as possible through the following channels:

  • Live chat: You can chat online with our support staff about basic issues or to supply information, which makes handling smaller problems more convenient and avoids waiting for a written reply.
  • Tickets: With an experienced technical team, we ensure that your enquiries receive a response through the ticket system within 5 minutes of the moment we receive your support request.
  • Phone: Through the hotline we can give you basic information and advice on the issues you are facing.

Note:For data-related issues or support involving operations on a customer's service, we prioritize requests submitted by ticket or email. For live chat and phone support, customers may request help with minor, simple issues that do not affect their data.

– Support operating hours:

  • For the sales / billing department:
    Working hours start at 8:00 and end at 17:15, Monday to Friday each week, excluding public holidays, Tết or other announced days off.
  • For the technical department:
    Working hours 24/7/365 , supporting the following channelsTickets. The formsLive chat, Hotlinesupport from 8:00 AM to 11:59 PM. The technical team continues to provide support through public holidays, Tet, and major annual events; for major events or holidays, we will issue a written notice of the hours and support arrangements that may apply differently in the event of a Datacenter freeze or other issues.

At HiTech Cloud, we commit that our ticket support system will respond within 10 minutes of receiving a ticket. If we exceed this time, we will add one free month of service to your package as our commitment to this support-quality standard.

3. Scheduled system servicing and maintenance

To keep the system running stably and delivering the performance quality committed to customers, HiTech Cloud requires its system operations engineers to always plan ahead for the information needed for maintenance, as well as for replacing components or further optimizing system quality.

System maintenance may be carried out at any time of day and is not limited to business hours. For maintenance matters, HiTech Cloud always strives to minimize the impact on customers' use of the service, and will notify customers with specific information as follows:

  • For scheduled system maintenance that may affect a customer's live services, the technical team is responsible for announcing the maintenance schedule by support email at least 24 hours before the maintenance work begins.
  • For emergency maintenance arising from an unforeseen problem, the engineering team will send notice of the emergency maintenance by email at least 15 minutes before the work begins.

Content last updated at: 11:50 AM – 02 June 2023