Email Service Terms

ARTICLE 1 – EMAIL SERVICE CATALOG

Services	Description	Key characteristics
HiTechMail	Business email on your own domain, hosted on infrastructure in Vietnam	AI spam filtering, TLS encryption, 7-day backup and a modern webmail
vMail affordable domain email	An affordable email plan for small and medium businesses	Supports POP3/IMAP/SMTP, 2 GB – 10 GB per mailbox and basic anti-spam
Email Server (On-premise)	Deploy an on-premises email server (Microsoft Exchange, Zimbra, Postfix, iRedMail)	Full control, suited to internal compliance requirements
Email Relay / SMTP Relay	A bulk email relay service for applications and notification systems	High deliverability, good IP reputation and complete SPF/DKIM/DMARC

ARTICLE 2 – GENERAL TERMS OF USE

2.1 Permitted purposes of use

• Commercial email, transaction notifications and internal business communication.
• Marketing email must comply with anti-spam rules (recipient opt-in as required by the Law on Electronic Transactions 2023 (Luật Giao dịch điện tử 2023) and the CAN-SPAM Act).
• Automated system notifications (transactional email) from web and mobile applications.

2.2 Strictly prohibited

• Sending spam, phishing email, spoofed email, or email containing malware or ransomware.
• Sending unsolicited commercial email (UCE).
• Disabling anti-spam features or interfering with the filtering system.
• Using the service to distribute unlawful content: child sexual abuse material, anti-state propaganda, or content inciting violence.
• Buying, selling or using an email list without the consent of the data subject.

ARTICLE 3 - EMAIL SENDING LIMITS AND ANTI-SPAM POLICY

3.1 Sending limits by plan

Service plans	Sending limit/day	Maximum email size	Attachment
HiTechMail Basic	1,000 emails/mailbox/day	25 MB/email	20 MB
HiTechMail Business	5,000 emails/mailbox/day	50 MB/email	35 MB
vMail Budget	500 emails/mailbox/day	15 MB/email	10 MB
Email Relay Starter	10,000 emails/day (entire account)	10 MB/email	–
Email Relay Professional	100,000 emails/day	10 MB/email	–
Email Relay Enterprise	Unlimited (subject to SLA)	25 MB/email	–

3.2 Anti-spam mechanisms

• SPF (Sender Policy Framework): authenticates the sending source IP.
• DKIM (DomainKeys Identified Mail): signs email with a private key to verify integrity.
• DMARC (Domain-based Message Authentication): the policy for handling email that fails SPF/DKIM (none/quarantine/reject).
• MX blacklist monitoring: 24/7 monitoring of IP blacklists, with an immediate alert on detection.
• AI spam filtering: multi-layer spam filtering using machine learning models, updated regularly.

ARTICLE 4 - EMAIL SERVER SERVICE (ON-PREMISES)

4.1 Scope of deployment

The Company provides email server installation, configuration and integration services at the Customer's premises or on the Customer's cloud, covering: Microsoft Exchange Server 2019/2016, Zimbra Collaboration Suite, Postfix/Dovecot, iRedMail, and Mautic (marketing automation).

4.2 Minimum infrastructure requirements

Scale (users)	CPU	RAM	Storage	Network
< 50 employees	4 vCPU	8 GB	500 GB SSD	100 Mbps
50–200 employees	8 vCPU	16 GB	1 TB SSD RAID	1 Gbps
200–500 employees	16 vCPU	32 GB	2 TB SSD RAID 10	1 Gbps redundant
> 500 employees	32+ vCPU	64+ GB	NAS/SAN	10 Gbps HA

4.3 Maintenance and updates

• Security updates: applied during the monthly scheduled maintenance window, with 48 hours' advance notice.
• Backup: daily, retained off-site for 30 days.
• Monitoring: 24/7 service health monitoring with automatic alerts when an incident occurs.

ARTICLE 5 – EMAIL RELAY SERVICE

5.1 Technical integration

• SMTP endpoint: relay.phoftue.com:587 (STARTTLS) or relay.phoftue.com:465 (SSL).
• Authentication: SMTP AUTH with the issued account, or IP whitelisting for internal applications.
• Email sending API: a Mailgun/SendGrid-compatible API for fast integration.

5.2 Reporting and statistics

• Monitoring dashboard: Delivered, Bounced, Opened (where a tracking pixel is present), Complained, Unsubscribed.
• Real-time webhooks: delivery, bounce and complaint events are pushed to the Customer's endpoint.
• Bounce management: hard bounces are blacklisted automatically; soft bounces are retried 3 times within 24 hours.
• Complaint Rate: if the complaint rate exceeds 0.08% (per the 2024 Google/Yahoo requirements), the Company will temporarily suspend sending and notify the Customer.

ARTICLE 6 – SERVICE LEVEL COMMITMENT (SLA)

Metric	Commitment	Measurement
Email infrastructure uptime	≥ 99.9%/month	Excludes announced maintenance windows
Email Relay send time	< 60 seconds for 95% of email	From receipt to outbound delivery
Email receive time (MX)	< 120 seconds	From the source server to the destination mailbox
Deliverability rate	≥ 98% for email that does not violate the policy	Excludes bounces caused by non-existent addresses
Critical incident response	< 1 hour	Service is completely non-functional
High incident response	< 4 hours	Partial service impact

ARTICLE 7 – SECURITY AND DATA PROTECTION

• Email content encryption in transit: TLS 1.2+ is mandatory.
• Email storage: AES-256 encryption at rest.
• Access logs are retained for at least 90 days as required by the Cybersecurity Law 2018.
• Complies with the rights to erasure and to access personal data under Decree 13/2023/NĐ-CP.
• The Company does not read the content of Customer email except for automated spam filtering and where lawfully required.

ARTICLE 8 – VIOLATIONS AND SUSPENSION

The Company may suspend the service immediately, without prior notice, if it finds:

• Sending spam or fraudulent email that harms third parties.
• The Customer's IP or domain has been blacklisted as a result of a violation.
• Using the service to distribute malware or carry out cyberattacks.
• Breaching Vietnamese or international law on spam and junk mail.

In the event of a serious breach, the Company may terminate the contract with no refund. The Company cooperates with the competent authorities as required by law.

ARTICLE 9 – DISPUTE RESOLUTION

Disputes are settled first by negotiation within 30 days. Failing that, they are resolved by the competent People's Court in Ho Chi Minh City.

ARTICLE 10 – EFFECTIVE DATE

These terms take effect on the service activation date and remain in force until the contract is terminated. The Company reserves the right to amend them on 30 days' prior notice.

Revision history

Current version07/08/2026 09:39by HiTechCloud

Updated07/08/2026 09:39

Updated20/07/2026 21:24

Updated30/06/2026 00:09by HiTechCloud