Business Hosting Service Terms
Legal basis:
- Decree No. 147/2024/ND-CP of the Government: on the management, provision, and use of internet services and online information
- Decision No. 1610/QĐ-BTTTT of the Ministry of Information and Communications: on the functions, duties, powers and organizational structure of the National Electronic Authentication Center
PART I – SERVICE CHARACTERISTICS
Article 1. Business Hosting service
1.1. Business Hosting is a premium hosting service for businesses. It provides substantially more resources than ordinary shared hosting, running on semi-dedicated infrastructure (fewer tenants, more strongly guaranteed resources) with a 99.8% SLA.
1.2. Business Hosting suits e-commerce portals, medium and large business websites, web-based CRM and ERP applications, and internal company portals.
Article 2. Business Hosting plans and guaranteed resources
– The Business Hosting plans and their guaranteed resources are published on the two websites hitechcloud.vn and my.hitechcloud.vn.
Article 3. Advanced security features
3.1. Business Hosting includes an enterprise security feature set:
(a) An enterprise-grade IDS/IPS (intrusion detection/prevention system);
(b) A web application firewall (WAF) with custom rules to business requirements;
(c) SSL/TLS termination at the edge with HSTS and OCSP stapling;
(d) Real-time Layer 3/4/7 DDoS protection;
(e) Access control by IP whitelist/blacklist;
(f) Complete audit logging: every action on the server is recorded with a timestamp.
Article 4. Performance and SLA terms
4.1. vCPU and RAM resources are guaranteed and are not shared with other accounts. Where resource bursting is required, Business Hosting can draw on the cluster's shared resource pool (burst limit: 2× the guaranteed resources).
4.2. Business Hosting performance commitments:
| Metric | Commitment | Measurement |
| CPU Response Time | < 100 ms (P99) | Synthetic monitoring every 1 minute |
| Database Query Time | < 50 ms (P95, simple queries) | APM monitoring |
| Disk I/O | > 1.000 IOPS (SSD NVMe) | Weekly checks |
| Time to First Byte (TTFB) | < 150 ms (P95) from Vietnam | Checks every 5 minutes |
| Uptime | 99.8%/month | Monitoring every 1 minute from 3 locations |
Article 5. Priority technical support
5.1. Business Hosting customers receive priority support:
(a) P1 response SLA: 1 hour (versus 4 hours on shared hosting);
(b) A dedicated technician assigned to the account;
(c) Direct telephone support from 8:00 to 22:00 every day;
(d) Monthly performance report: sent before the 5th of the following month;
(e) One hour of free technical consulting per month.
