Managed Services Terms
PART I - PURPOSE AND SCOPE
Article 1. Purpose
1.1. These terms govern HiTechCloud's provision of comprehensive managed services for Customer infrastructure and applications running on HiTechCloud systems or on third-party infrastructure, subject to the SLA commitments.
Article 2. Definitions and scope
(a) Managed Server: Linux/Windows operating system administration, software installation, patching and 24/7 monitoring;
- (b) Managed Database: administration of MySQL/PostgreSQL/MSSQL/MongoDB/Redis, tuning, backup, restore;
- (c) Managed Application: administration of common platforms (WordPress, Magento, Odoo, Joomla, Drupal, Moodle, GitLab, Jenkins);
- (d) Managed Security: deployment and operation of WAF, IDS/IPS, EDR and SIEM, plus periodic vulnerability assessment;
- (e) Managed Network: administration of routers, switches and firewalls, VPN and load balancers;
- (f) Managed Kubernetes: administration of K8s clusters on-premises or in the cloud (HiTechCloud K8s, EKS, GKE, AKS).
▸ Legal basis:
Civil Code 2015; Commercial Law 2005;
Law on Information Technology 2006; Law on Network Information Security 2015;
Decree 13/2023/NĐ-CP (PDPD);
References ITIL v4, COBIT 2019.
PART II – SERVICE PLANS AND COMMITMENTS
Article 3. Managed service tiers
- BASIC – monitoring plus basic patching, nightly backups, P1 response ≤ 1 hour;
- STANDARD – BASIC plus performance tuning, audit logging, P1 response ≤ 30 minutes;
- PREMIUM – STANDARD + security hardening, periodic DR testing, a dedicated engineer, P1 response ≤ 15 minutes, RTO ≤ 1 hour;
- ENTERPRISE – PREMIUM plus architecture consulting, on-site SRE when needed, a custom SLA and ISO 27001 compliance documentation.
Article 4. RACI and work handover
4.1. Responsibility for each item is allocated using a RACI matrix (Responsible-Accountable-Consulted-Informed) in the service annex. HiTechCloud is R for operations and A for operational safety; the Customer is A for business functions.
Article 5. Service limits
5.1. Managed Services do NOT include: development of new software, large-scale data migration without a separate Appendix, or support for uncommon software not listed in the Compatibility Matrix.
PART III – ACCESS AND SECURITY
Article 6. HiTechCloud access rights
6.1. The Customer grants limited root/admin rights (a sudo whitelist) through a bastion host and PAM. Every session is logged and the Customer may request the audit trail.
Article 7. Security and PDPD
7.1. Where HiTechCloud accesses the personal data of the Customer's end users, the parties sign a DPA Annex under Decree 13/2023/ND-CP on Personal Data Protection. HiTechCloud acts as the Processor.
PART IV – FEES, TERMINATION AND COMPENSATION
Article 8. Service fees
8.1. Priced by plan + number of workloads + application characteristics. Work outside the plan is charged per the Rate Card.
Article 9. Termination and handback
9.1. On termination of the Managed service, HiTechCloud hands over accounts, passwords, runbooks and logs within 15 days. The Customer assumes full operational risk after handover.
Article 10. Compensation
10.1. SLA compensation follows the SLA commitment and the service appendix. Maximum liability is capped at the last 3 months of managed service fees.
Article 11. Effective date
11.1. These terms take effect on 19/05/2026 and are reviewed every 12 months.
