Backup Center Service Terms
PART I - PURPOSE AND SCOPE
Article 1. Purpose and scope of application
1.1. These Terms apply to the HiTechCloud Backup Center service (the “Service”) — a centralized backup platform for enterprises that supports backing up multiple workload types (VMs, Dedicated Servers, files, databases, SaaS applications, Microsoft 365, Kubernetes) to secure, encrypted, immutable centralized storage, with flexible recovery support.
Article 2. Definitions
- “Backup Job”: a scheduled backup task;
- “Retention Policy”: the policy for how long copies are retained (GFS: Daily/Weekly/Monthly/Yearly);
- “Backup Repository”: the store holding the copies;
- “Immutable Backup”: a copy that cannot be modified or deleted during the locked retention period.
▸ 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. Supported data sources:
- Virtual machines (VMware, Hyper-V, KVM, vCloudstack);
- Physical servers (Windows/Linux agent);
- Database: MySQL, PostgreSQL, MSSQL, Oracle, MongoDB, Redis;
- File server (NAS/SMB/NFS);
- Microsoft 365: Exchange, OneDrive, SharePoint, Teams; Google Workspace;
- Kubernetes: PVC, etcd, manifests;
- Container Registry image, Git repo.
3.2. Features:
- GFS retention; AES-256 backup encryption; backup compression and deduplication;
- Immutable repository (WORM) against ransomware; air-gap option;
- Cross-region replication; automated SLA-based restore testing;
- Granular restore: file-level and item-level (mail, document, table) without a full restore;
- Reporting and alerting integrated with vMonitor.
Article 4. Configurations, plans, and service levels
4.1. Service plans: Essentials (≤ 2 TB protected), Business (≤ 20 TB), Enterprise (> 20 TB and multi-region).
4.2. Storage tiers: HOT, WARM, COLD, ARCHIVE – with automatic lifecycle by policy.
4.3. Default RPO: 24 hours; 1 hour available as an option (CDP – Continuous Data Protection).
PART III - COMMITMENTS AND SUPPORT
Article 5. Service level agreement (SLA) and support
5.1. Backup repository uptime ≥ 99.95% per month. Durability ≥ 99.999999999% (11 nines).
5.2. Committed backup success rate ≥ 99% of jobs per month; restore success rate ≥ 99.5% with periodic restore tests.
5.3. P1 response for backup incidents ≤ 30 minutes.
PART IV - RIGHTS AND OBLIGATIONS
Article 6. HiTechCloud's rights and obligations
- (a) Operate the backup platform and run weekly integrity checks;
- (b) Updating the agent and platform version;
- (c) Report job failures within 24 hours with a proposed fix;
- (d) Performing sample restore tests each quarter per policy.
Article 7. Customer's rights and obligations
- (a) Configure backup jobs, retention and schedules to your requirements;
- (b) Ensure the agent is fully installed on every endpoint to be protected;
- (c) Reviewing periodic reports and responding to alerts;
- (d) Restore requests must come through a valid channel; requesters are verified to prevent social engineering.
PART V - FEES AND PAYMENT
Article 8. Service fees and payment
8.1. Charged on: protected capacity (TB) × source coefficient + repository capacity (after deduplication).
8.2. Surcharges for cross-region replication and for restores beyond the free quota (2 free restores per month by default).
8.3. Billed monthly or annually.
PART VI - SECURITY AND COMPLIANCE
Article 9. Security, data, and legal compliance
9.1. AES-256 encryption at rest; TLS 1.3 in transit; keys can be BYOK through KMS.
9.2. Multi-factor authentication is mandatory for restore operations and retention deletion.
9.3. Immutable retention against ransomware: 30-365 days during which data cannot be deleted.
PART VII - SUSPENSION, TERMINATION, AND EFFECT
Article 10. Suspension and termination
10.1. Suspension applies when: payment is overdue, the AUP is breached, or a lawful order requires it.
10.2. On termination: the Customer has 30 days to export a copy of the data; after that, data is deleted in accordance with NIST SP 800-88. For immutable backups still within their lock period, data is only deleted after the lock expires (in line with the committed policy).
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.
