DR Center Service Terms (Disaster Recovery Center)
PART I - PURPOSE AND SCOPE
Article 1. Purpose and scope of application
1.1. These Terms apply to the HiTechCloud DR Center service (the “Service”) — a dedicated disaster recovery solution that provides a DR Site geographically separate from the production Site, combined with real-time or near-real-time replication, enabling the Customer to fail over the entire workload within the committed RTO/RPO window.
Article 2. Definitions
- “DR Site”: a backup data center geographically separated from the production DC;
- “RTO” (Recovery Time Objective); “RPO” (Recovery Point Objective);
- “Failover”: switching operation from the production site to the DR site;
- “Failback”: switching back to the production site once the fault is fixed.
▸ 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 DR models:
- Cold DR: backup only at the DR site, RTO 12-24 hours, RPO 6-24 hours;
- Warm DR: minimal infrastructure running at the DR site, ready for fast activation, RTO 1–4 hours, RPO 15 minutes – 1 hour;
- Hot DR: full active-active or active-passive infrastructure, RTO ≤ 1 hour, RPO ≤ 5 minutes;
- Cross-cloud DR: replication between HiTechCloud and AWS/Azure/GCP (Enterprise plans).
3.2. Integration:
- Backup Center as the restore data source;
- vMonitor monitors replication status;
- DR drills are scheduled regularly and results are reported.
Article 4. Configurations, plans, and service levels
4.1. Default DR site: HCM-DC1 ↔ HN-DC1 (more than 1,300 km apart); HCM ↔ SG-DC1 for international customers.
4.2. Production and DR are connected over a dedicated MPLS/DWDM link (Hybrid Connect).
4.3. Replication tools: Veeam Backup & Replication, Zerto, vSphere Replication, or the platform's native DRS.
PART III - COMMITMENTS AND SUPPORT
Article 5. Service level agreement (SLA) and support
5.1. RTO/RPO commitments apply per plan and count only once the Customer has completed configuration and the pre-flight check.
5.2. DR drills at least twice a year; results reported within 5 working days of the drill.
5.3. Failover invocation: automatic when monitoring thresholds are reached, or manual at the Customer's request.
PART IV - RIGHTS AND OBLIGATIONS
Article 6. HiTechCloud's rights and obligations
- (a) Maintaining a DR site with full standby capacity;
- (b) Operate the replication engine and monitor replication lag;
- (c) Failover/failback support under the agreed runbook;
- (d) Running periodic DR drills and training the Customer.
Article 7. Customer's rights and obligations
- (a) Participating in DR drills and updating the runbook;
- (b) Keep the list of critical workloads up to date (with their differing RTO/RPO);
- (c) Ensuring software/applications are compatible with replication;
- (d) Notify us of major changes (architecture change, new application) so the DR plan can be updated.
PART V - FEES AND PAYMENT
Article 8. Service fees and payment
8.1. Monthly fee based on protected capacity + replication bandwidth + capacity reserved at the DR site.
8.2. Surcharge on an actual failover (except where caused by HiTechCloud infrastructure fault): per the Rate Card.
8.3. The DR drill fee covers 2 drills per year; additional drills are charged at Standard/Hot rates.
PART VI - SECURITY AND COMPLIANCE
Article 9. Security, data, and legal compliance
9.1. Replication is encrypted in transit (IPsec/MACsec) and at rest (AES-256);
9.2. Every failover and failback action is audit logged and retained for 24 months;
9.3. Compliance with ISO/IEC 22301 (BCMS) and NIST SP 800-34.
PART VII - SUSPENSION, TERMINATION, AND EFFECT
Article 10. Suspension and termination
10.1. On termination: the Customer has 30 days to export snapshots and replicas from the DR site, after which the data is securely deleted.
10.2. Replication is committed to stop immediately on service termination; the Customer bears all DR risk thereafter.
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.
