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.
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