Telecommunications Service Terms
LEGAL BASIS
- Telecommunications Law 2023 (Luật Viễn thông 2023, Law No. 24/2023/QH15, effective 1 July 2024 — replacing the Telecommunications Law 2009);
- Decree 163/2024/ND-CP (Nghị định 163/2024/NĐ-CP) detailing certain articles and implementing measures of the Law on Telecommunications (replacing Decree 25/2011/ND-CP (Nghị định 25/2011/NĐ-CP));
- Decree 147/2024/ND-CP on the management, provision, and use of internet services and online information;
- Circular 28/2026/TT-BKHCN (Thông tư 28/2026/TT-BKHCN), setting out the list of telecommunications services subject to mandatory quality management (effective 15 July 2026, replacing Circular 32/2020/TT-BTTTT); and the national technical regulations (QCVN) on telecommunications service quality;
- Decree 174/2026/ND-CP on administrative penalties in the fields of post, telecommunications, radio frequencies, electronic transactions, and information technology (effective 01/7/2026);
- The Law on Cybersecurity 2025 (Law No. 116/2025/QH15, effective 1 July 2026 — a consolidated law replacing the Law on Cybersecurity 2018 and the Law on Network Information Security 2015; Luật An ninh mạng 2025); Decree 53/2022/ND-CP (Nghị định 53/2022/NĐ-CP) and the decrees implementing the Law on Cybersecurity 2025 on data storage;
- Law on Personal Data Protection 2025 (Law No. 91/2025/QH15);
- Civil Code 2015 (Bộ luật Dân sự 2015);
- Consumer Protection Law 2023.
These Terms are Service-Specific Terms and an integral part of the Terms of Service. They apply together with the Service Level Agreement (SLA), the Abuse Reporting Policy (AUP) and the Complaint Handling Process.
PART I – PURPOSE AND SCOPE OF APPLICATION
Article 1. Purpose
1.1. These terms set out the conditions under which HiTechCloud provides telecommunications services within the scope of Telecommunications Service Registration Certificate No. 18/GCN-SKHCN, issued on 10 March 2026 by the Ho Chi Minh City Department of Science and Technology, covering: internet connectivity, leased lines (Leased Line/MetroNet), international private leased circuits (IPLC), site-to-site VPN, enterprise numbering (SIP trunking), contact center solutions and telecom IoT.
Article 2. Who this applies to
2.1. Customers are organizations and businesses that need telecommunications services for their production and business activities. Individuals may use the services if they meet the registration conditions under the Law on Telecommunications 2023 (Luật Viễn thông 2023).
PART II – SERVICES AND QUALITY
Article 3. Service catalog
(a) Business internet connectivity (FTTH/fiber leased line) — bandwidth from 50 Mbps to 10 Gbps;
(b) A dedicated MetroNet link within or between provinces, with 100% committed bandwidth;
(c) IPLC — international Internet/MPLS connectivity to data centers in Singapore, Hong Kong, Tokyo and Frankfurt;
(d) SIP trunk and cloud IP PBX;
(e) Enterprise messaging (SMS Brandname) and 1800/1900 voice services (where the relevant secondary license is held);
(f) Telecom IoT connectivity (eSIM/NB-IoT) for M2M devices.
3.1. For services that fall within the category of telecommunications services subject to mandatory quality management, HiTechCloud publishes, manages and reports quality in accordance with Circular 28/2026/TT-BKHCN (Thông tư 28/2026/TT-BKHCN) and the applicable QCVN technical regulations.
Article 4. Quality of service (QoS)
4.1. Quality commitments: (a) uptime — personal line ≥ 99.5%/month; business line ≥ 99.9%/month; dedicated/IPLC line ≥ 99.95%/month; (b) latency — domestic ≤ 30 ms; international ≤ 200 ms (Singapore), ≤ 250 ms (Tokyo); (c) packet loss ≤ 0.5%; (d) P1 incident response time ≤ 30 minutes (24/7); P1 resolution time ≤ 4 hours.
4.2. Quality metrics and compensation arrangements are set consistently with the Service Level Agreement (SLA); where there is a discrepancy, the metric more favorable to the Customer applies.
PART III – RESPONSIBILITIES AND OBLIGATIONS
Article 5. HiTechCloud's obligations
5.1. HiTechCloud will: (a) provide the service to the technical specifications committed; (b) provide 24/7 operational support; (c) store service user information in Vietnam for the period required by cybersecurity and telecommunications law (Decree 53/2022/NĐ-CP and the decrees guiding the Cybersecurity Law 2025); (d) file periodic reports with the state telecommunications regulator (the Authority of Telecommunications, Ministry of Science and Technology); and (e) protect the personal data of Customers and users under the Personal Data Protection Law 2025 and the PDPD.
Article 6. Customer obligations
6.1. The Customer shall: (a) provide accurate identification information (KYC/eKYC) in accordance with the Telecommunications Law 2023; (b) use the service for its intended purpose and not distribute spam or junk messages; (c) not install unauthorized telecommunications equipment on the line without permission; (d) keep account information, OTPs, and SIM details secure.
Article 7. Prohibited and restricted conduct
7.1. Telecommunications services must not be used to: (a) distribute unlawful content (as defined in the Abuse Reporting Policy/AUP and Clause 7 of the Terms of Service); (b) carry out network attacks or send spam email or spam messages; (c) resell the service to third parties without a valid reseller agreement; (d) perform unauthorized roaming or VoIP bypass; or (e) engage in any other conduct that breaches the Telecommunications Law 2023 (Luật Viễn thông 2023) or the Cybersecurity Law 2025 (Luật An ninh mạng 2025).
7.2. Upon receiving a lawful request from the competent authority, HiTechCloud cooperates in blocking or removing violating information and suspending the Service under the Cybersecurity Law 2025 (Luật An ninh mạng 2025) — within a maximum of 24 hours for ordinary violating information, or a maximum of 6 hours for national security emergencies. Such compliance does not constitute a breach of contract by HiTechCloud.
PART IV – FEES AND INSTALLATION
Article 8. Service fees
8.1. Fees comprise: a one-time installation fee, a monthly subscription fee, and an enhanced availability fee where applicable. Fees are listed on the website or in the relevant annex and exclude VAT; electronic invoices are issued in accordance with the Payment Policy.
8.2. The Customer pays in advance on a monthly, quarterly or annual cycle. Payment more than 30 days overdue results in suspension of service; more than 60 days results in termination, following the late payment procedure in Article 9 of the Terms of Service.
Article 9. Installation and lines
9.1. HiTechCloud is responsible for installation up to the connection point at the address the Customer registered. Any change of location incurs a relocation fee and an additional installation labor fee.
9.2. The Customer shall provide the technical infrastructure, power supply and installation space for the terminal equipment (ONT/Router/Modem) and is responsible for safekeeping the equipment installed by HiTechCloud.
PART V – COMPENSATION AND COMPLAINTS
Article 10. Compensation for failure to meet quality standards
10.1. Where the uptime commitment is not met, the Customer receives compensation 5% of the monthly fee for each 0.5% of uptime below the commitment, capped at 50% of the monthly fee, as a credit against the next billing period. This compensation regime is applied consistently with Article 7 of the SLA and falls within the liability cap in Article 22 of the Terms of Service.
Article 11. Complaints
11.1. Complaints submitted via support@photuesoftware.com (or the ticketing system at my.hitechcloud.vn) together with an incident report within 15 days of the event; the matter is then handled under the Complaint and Dispute Resolution Procedure. The Customer also has the right to file a complaint with the competent state authorities on telecommunications and consumer protection, as provided by law.
PART VI - EFFECT
Article 12. Effective date and amendments
12.1. These terms take effect from 1 July 2026 and supersede all previous versions; they are reviewed at least once every 12 months, or whenever telecommunications legislation changes. The Vietnamese version prevails as the authoritative legal text.
