vCloudStack Service Terms – Private Cloud
PART I - PURPOSE AND SCOPE
Article 1. Purpose and scope of application
1.1. These Terms apply to the HiTechCloud vCloudstack service ("Service") — a Private Cloud solution for enterprises, built on the Apache CloudStack/OpenStack platform and VMware vSphere, giving Customer organizations self-managed control over private cloud resources (Private/Hybrid Cloud).
1.2. Deployment models: (a) on-premises in the Customer's data center (“vCloudstack On-Prem”); (b) in a HiTechCloud data center (“vCloudstack Hosted Private”); (c) hybrid, connecting the Customer's data center and a HiTechCloud data center.
Article 2. Definitions
- “Cloud Region/Zone”: the geographic region or physical area holding a resource pod;
- “Tenant/Project”: a logically separate unit for each department or customer;
- “Compute / Network / Storage”: the core resource types;
- “Self-Service Portal”: the self-service administration interface;
- “vCenter / CloudStack Manager”: the control plane for infrastructure administration.
▸ Legal basis:
Civil Code 2015; Commercial Law 2005;
Law on Information Technology 2006; Law on Network Information Security 2015; Law on Cybersecurity 2018;
Decree 13/2023/ND-CP (PDPD); Decree 53/2022/ND-CP;
Decree 147/2024/ND-CP on the management of internet services.
PART II - SERVICE DESCRIPTION AND CONFIGURATION
Article 3. Service and product description
3.1. vCloudstack provides:
- Multi-tenant: resources separated by project, with strict quota control;
- Compute: virtual machines on KVM/VMware ESXi, hot-add CPU/RAM;
- Network: VLAN/VXLAN, security group, virtual router, NAT, VPN site-to-site;
- Storage: Block storage iSCSI/NFS, Object storage S3-compatible, snapshot, clone;
- Identity & Access: LDAP/SAML/OIDC integration; RBAC theo project;
- Self-service portal and REST API; Terraform provider and Ansible module;
- Internal billing (chargeback/showback) by project or department;
- HA built-in: Compute HA, Storage HA, multi-AZ option.
Article 4. Configurations, plans, and service levels
4.1. Deployment models and minimum scale:
- Starter: 3 host (24 vCPU, 96 GB RAM, 5 TB), 1 Storage Cluster, 1 Region;
- Business: 8 host, 2 Storage Cluster, 1-2 Region, HA Compute;
- Enterprise: 16+ hosts, multi-region, multi-AZ, DRS and replication to the DR site.
4.2. Hardware options: provided by HiTechCloud (hosted) or provided by the Customer (BYO hardware, on-premises).
4.3. Software: HiTechCloud provides an Apache CloudStack/OpenStack license (free) or VMware vSphere (Customer-owned license or licensed through HiTechCloud as reseller).
PART III - COMMITMENTS AND SUPPORT
Article 5. Service level agreement (SLA) and support
5.1. Hosted SLA: infrastructure ≥ 99.95% per month (Business); ≥ 99.99% (Enterprise multi-AZ).
5.2. On-premises SLA: as agreed in the Managed Services Appendix; 99.9% by default with an on-site engineer.
5.3. P1 response ≤ 15 minutes on Enterprise; RTO ≤ 1 hour for control plane components.
PART IV - RIGHTS AND OBLIGATIONS
Article 6. HiTechCloud's rights and obligations
- (a) Install, configure and operate the control plane and worker hosts;
- (b) Hypervisor OS patching and CloudStack/vSphere hotfixes on a regular schedule;
- (c) Provide a self-service portal, API and SDK, and train the Customer's administrators;
- (d) 24/7 technical support by plan; faulty hardware replaced per the SLA.
Article 7. Customer's rights and obligations
- (a) Manage workloads deployed on vCloudstack: VMs, containers and application storage;
- (b) Security configuration within the tenant: security groups, firewall rules, accounts and roles;
- (c) Stay within the agreed resource quota; upgrade when it is exceeded;
- (d) Ensure business data inside the VM is backed up (using vBackup, Veeam, or your own backup).
PART V - FEES AND PAYMENT
Article 8. Service fees and payment
8.1. vCloudstack Hosted: priced on total configuration (hosts × month) + storage + bandwidth.
8.2. vCloudstack On-Prem: one-time installation fee + monthly managed fee + vendor license.
8.3. Hosted is paid quarterly or annually in advance; on-prem is per the SOW.
PART VI - SECURITY AND COMPLIANCE
Article 9. Security, data, and legal compliance
9.1. Multi-tenant isolation: separated by VLAN/VXLAN; RBAC controls portal access; KMS manages keys for storage encryption.
9.2. Audit logging of control-plane events (login, create/delete VM, RBAC change), retained for 24 months.
9.3. Complies with ISO/IEC 27001 and 27017 and the CIS Benchmark for VMware/OpenStack.
PART VII - SUSPENSION, TERMINATION, AND EFFECT
Article 10. Suspension and termination
10.1. The portal or tenant is suspended for a serious AUP breach or non-payment.
10.2. On termination: VM images, snapshots and network configuration are handed over within 30 days; secure erasure follows NIST SP 800-88.
Article 11. Effect and review
11.1. These terms take effect from 19/05/2026 and are reviewed in full at least once every 12 months, or whenever there is a material change in the law.
11.2. Any amendment or supplement must be approved by the Director of HiTechCloud and published on the hitechcloud.vn service portal at least 15 days before it takes effect, except in information security emergencies.
11.3. These terms form an integral part of the Terms of Service and supplement the applicable policies. In the event of a conflict, the customer's specific appendices or order forms take precedence on scope and configuration; these terms take precedence on the SLA and on service-specific technical obligations.
