vMonitor Platform Service Terms (Metric, Log, Synthetic)
PART I - PURPOSE AND SCOPE
Article 1. Purpose and scope of application
1.1. These terms apply to the HiTechCloud vMonitor Platform service (the "Service") — a unified monitoring platform comprising three modules: (i) vMonitor Metric, for real-time metric collection and analysis; (ii) vMonitor Log, for centralized log collection, search and analysis; and (iii) vMonitor Synthetic Monitoring, for synthetic user monitoring from multiple locations to measure the service experience.
1.2. The three modules can be used independently or together; they share a common identity, RBAC, alerting and reporting layer.
Article 2. Definitions
- “Metric”: time-series data consisting of a timestamp and a value;
- “Log”: a structured or unstructured event record;
- “Synthetic Test”: a simulated user scenario run periodically from a probe;
- “Probe”: the point that issues synthetic requests, located in several geographic regions;
- “Alert Rule”: a rule that fires an alert when its condition is met.
▸ 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. vMonitor Metric:
- Compatible with the Prometheus exposition format and OpenTelemetry metrics;
- Time-series storage at resolutions down to 1 second; queried with PromQL/FluxQL;
- A Grafana-based dashboard with 200+ templates for common infrastructure;
3.2. vMonitor Log:
- Compatible with Syslog, Filebeat/Fluent Bit, Loki and OpenTelemetry logs;
- Log storage with indexing and full-text search; queried with LogQL/SQL;
- A processing pipeline (parser, masking, enrichment) for sensitive data.
3.3. vMonitor Synthetic Monitoring:
- Probes in multiple countries (Vietnam, ASEAN, Asia, global);
- Test types: HTTP/HTTPS, TCP, DNS, ICMP ping and multi-step transactions (headless browser);
- Measures: availability, response time, SSL expiry, content match and error rate.
3.4. Common features:
- Alert routing: email, SMS, Slack, MS Teams, Webhook, PagerDuty, Opsgenie;
- RBAC and audit logging; multi-tenancy; optional data residency (Vietnam or regional).
Article 4. Configurations, plans, and service levels
4.1. Traffic-based plans:
- Starter: 1,000 metric series, 5 GB of logs per day, 10 synthetic tests;
- Business: 50,000 series, 100 GB of logs per day, 100 synthetic tests;
- Enterprise: custom, dedicated cluster.
4.2. Default retention: metrics 15 days HOT + 90 days COLD; logs 30 days HOT + 180 days COLD; synthetic results 90 days.
PART III - COMMITMENTS AND SUPPORT
Article 5. Service level agreement (SLA) and support
5.1. Platform uptime ≥ 99.9% per month; ingestion delay < 30 seconds at the 95th percentile.
5.2. Synthetic tests report in real time; alert latency from trigger to notification is under 60 seconds on the Business/Enterprise plans.
5.3. P1 response ≤ 30 minutes.
PART IV - RIGHTS AND OBLIGATIONS
Article 6. HiTechCloud's rights and obligations
- (a) Operate the metric, log and synthetic platform and expand capacity;
- (b) Provide integration documentation, agent install scripts and API/SDK;
- (c) Keep Customer data separated between tenants;
- (d) 24/7 technical support for Business plans and above.
Article 7. Customer's rights and obligations
- (a) Configuring agents/integrations on its own infrastructure;
- (b) Applying sensible tags/labels for cost management and RBAC;
- (c) Do NOT push sensitive personal data into metrics or logs unless necessary (use masking);
- (d) Managing alert rules to avoid alert fatigue.
PART V - FEES AND PAYMENT
Article 8. Service fees and payment
8.1. Billed on: number of active metric series + volume of logs ingested (GB/day) + number of synthetic tests/checks.
8.2. COLD retention is charged at a lower rate per GB-month.
8.3. Surcharges for SMS/voice call alerts beyond quota.
PART VI - SECURITY AND COMPLIANCE
Article 9. Security, data, and legal compliance
9.1. AES-256 encryption at rest and TLS 1.3 in transit. Audit logging of every RBAC change, dashboard share, and query.
9.2. Where logs or metrics contain personal data, a DPA is signed; HiTechCloud is the processor.
9.3. Compliance with ISO/IEC 27001; optional data residency in Vietnam for customers subject to Decree 53/2022/NĐ-CP (Nghị định 53/2022/NĐ-CP).
PART VII - SUSPENSION, TERMINATION, AND EFFECT
Article 10. Suspension and termination
10.1. Suspension applies for sustained severe quota overuse, AUP breach or non-payment.
10.2. On termination: the Customer has 30 days to export data via API (Prometheus remote read, Loki API); the data is then deleted.
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.
