Managed Services
Managed Server and Managed Cloud Service Terms
ARTICLE 1. SCOPE OF SERVICE
1.1. Server management services
- Operating system installation and configuration: Linux (CentOS, Ubuntu, RHEL, Debian) and Windows Server
- Management of firewalls, IDS/IPS, WAF, and internal and edge network security
- Install and operate web servers (Apache, Nginx, IIS) and databases (MySQL, PostgreSQL, MongoDB)
- Real-time monitoring of CPU, RAM, disk I/O and network bandwidth
- Apply security patches on a regular schedule and whenever a critical CVE is announced
- Scheduled automatic backups and recovery testing (DR tests) at the agreed frequency
- Performance tuning: kernel tuning, cache configuration and database query optimization
- Log analysis, detection and resolution of system incidents
1.2. Cloud Service management
- Design and deploy multi-tier cloud architecture
- Cloud resource management: EC2/VM, RDS, S3/Blob, VPC, load balancers, auto scaling
- Multi-platform support: AWS, Azure, Google Cloud, VNG Cloud, FPT Cloud and Viettel IDC
- Cloud cost optimization (FinOps): spending analysis and recommendations on Reserved and Spot Instances
- DevOps support: CI/CD pipelines (Jenkins, GitLab CI, GitHub Actions), containerization (Docker, K8s)
- Cloud security management: IAM, MFA, CloudTrail, Security Hub, KMS and Secrets Manager
- Business continuity: multi-region deployment, failover, and RTO/RPO as committed
1.3. Service plans
| Criteria | Basic plan | Standard plan | Premium plan | Enterprise plan |
| Monitoring | 8×5 | 16×7 | 24×7 | 24×7 + on-call |
| P1 response | 8 business hours | 4 business hours | ≤ 1 hour | ≤ 30 minutes |
| Reports | Weekly | Weekly | Days | Real time |
| Number of servers | 1–5 | 6–20 | 21–100 | Unlimited |
| Cloud platforms | 1 | 2 | All | All + consulting |
| Uptime SLA | 99,5% | 99,9% | 99,9% | 99,95% |
ARTICLE 2. RESPONSIBILITIES OF THE PARTIES
2.1. Company responsibilities
- Provide certified engineers (RHCE, AWS SA, Azure Admin, CKA) matched to the size of the system
- Monitor continuously and respond within the committed SLA
- Periodic reports on system health, risks and recommended improvements
- 48 hours' notice of any maintenance affecting the service (except emergencies)
- Keep credentials secure and do not share access with unauthorized parties
2.2. Customer responsibilities
- Provide the necessary access (SSH key, API key, VPN access) within 48 hours of contract signing
- Give timely notice of infrastructure or application changes that may affect administration
- Do not change system configuration unilaterally without coordinating with the Company
- Pay service fees on time; payment more than 15 days late may result in suspension
ARTICLE 3. SECURITY AND ACCESS CONTROL
- All remote connections go through SSH or VPN with multi-factor authentication (MFA)
- Full logging of every session; logs retained for at least 12 months
- Rotate passwords and keys every 90 days, or immediately when staff change
- Access follows the principle of least privilege; engineers receive only the rights their work requires
- Report and handle security incidents within 4 hours of detection
ARTICLE 4. PAYMENT AND CANCELLATION TERMS
- Service fees are billed monthly, quarterly or annually as set out in the contract
- Cancellation: 30 days' written notice
- System handover: complete documentation within 15 days of cancellation
- SLA compensation: if actual uptime falls below the commitment, the next monthly fee is reduced by up to 30%
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