1. Basic Support Service Package:

1.1.By default, when you use Cloud Server, Pho Tue SoftWare Solutions JSC includes the Basic Support plan at no charge. With the Basic Support plan we assume you have the system administration skills needed to run your own server independently. You are therefore issued the highest-level administrative account (root / Administrator) so that you have full control over your server. Pho Tue SoftWare Solutions JSC retains no account and cannot access the inside of your server. If you do not have much server administration experience, we recommend adding the Premium Support plan so that we administer the server for you and keep it secure and continuously available.

1.2.You are handed full administrative control (root/administrator) so you have complete autonomy in managing your Cloud Server. Pho Tue SoftWare Solutions JSC retains no account credentials and cannot access the inside of your server to inspect or operate it.

1.3.You are responsible for installation, configuration, resource control, system security and resolving any faults inside your own server.

1.4.Scope of Pho Tue SoftWare Solutions JSC's support under the Basic Support package:

  • Initial operating system and software installation is free (please seehere).
  • Unlimited support for checking the infrastructure and network links, resetting administrator account passwords (SSH/ Remote Desktop) and rebooting the server at your request.
  • Step-by-step guidance, hands-on help, and technical advice.

1.5The Basic Support package is maintained for the entire duration of the Cloud Server service.

2. Premium Support Service Package:

2.1.With the Premium Support package, we will install one of the following control panels — Plesk, cPanel, DirectAdmin or VestaCP — according to your choice. You are given a Reseller or End User account only, which you use to upload your website and database and to update your website's source code from the control panel interface. Note: VestaCP is a free control panel.

Note:

  • VestaCP is a free administration tool (control panel).
  • DirectAdmin / Plesk / cPanel license keys are normally activated and issued by the vendor within 24 hours, and within 72 hours at the latest.

2.2.Pho Tue SoftWare Solutions JSC retains full possession of the highest-level administrative account (root/administrator) so that it can intervene promptly to handle any issues that arise inside the server.

2.3.With the Premium Support package, if you request a website data migration, our engineers will migrate your entire website free of charge. See detailshere.

2.4.Pho Tue SoftWare Solutions JSC helps optimize and secure the server system, applying regular patches to the operating system and to the software running on the server.

2.5.Install the SSL certificate if you purchased SSL from Pho Tue SoftWare Solutions JSC.

2.6. SSL private keyThe private key is the SSL secret that you must keep to yourself and share with no one — including us. If you ask our engineers to install SSL on your behalf, you will need to send us the private key so that we can complete the installation. You understand and accept that you will not hold us responsible in any way for security risks relating to SSL and to the private key you supplied to us for that installation, including but not limited to those risks.

2.7.Periodic checks for security flaws on the server using automated tools or tools developed by Pho Tue SoftWare Solutions JSC.

2.8.We intervene and resolve issues immediately if an error occurs on the server system (this does not cover errors related to the customer's source code or website data). Depending on the complexity of the error, Pho Tue SoftWare Solutions JSC will notify you of the expected timeline before proceeding, or will discuss and agree on a technical resolution approach with you.

2.9.Deploy DDoS prevention and mitigation measures.

2.10.Round-the-clock monitoring of resource usage and server health through Pho Tue SoftWare Solutions JSC's dedicated system.

2.11.We monitor your servers and websites 24/7/365.

2.12.Step-by-step guidance, hands-on help, and technical advice.

2.13.Reinstalling the operating system (Reload OS) is completely free on request. You must be certain that you already have your own data backup, so that after the Reload OS you can upload your data back to the Cloud Server.

2.14.The Premium Support package must be purchased and maintained for a minimum of 3 months, and expires together with the term of the Cloud Server service.

2.15.If you terminate and no longer maintain the Premium Support package, we may remove some of the software and features that were installed on the server to optimize it for the previous Premium Support package, and then hand the server back to you to administer yourself.

Last updated: 18/09/2017