Service legal standards — Applied AI – Gateway – Chat – TTS – Read – Engage
PART I - PURPOSE AND SCOPE
1.1. These legal standards (“Documentation”) specify the standard Terms and conditions applicable to the provision and use of the Applied AI service group, including AI Gateway, Chatbot, Text-to-Speech (TTS), document comprehension (Read), and customer engagement (Engage) (“Service”), provided by Pho Tue SoftWare Solutions JSC (“HiTechCloud”) to customers (“Customer”).
1.2. The Documentation applies to all Contracts, Orders, Appendices, or electronic service order confirmations referencing this Documentation. In case of conflict, separate commercial Terms signed between the two Parties shall take precedence, followed by this Documentation, and the policies published at https://hitechcloud.vn/tai-lieu-ho-tro/.
1.3. The scope of the Service includes the AI Gateway multi-model routing orchestration gateway, conversation services (Chat), text-to-speech (TTS), document extraction and comprehension (Read), and user interaction platform (Engage).
Part II – Definitions
2.1. “AI Gateway” is an intermediary gateway that receives Customer requests and routes them to the appropriate model according to the configured multi-model routing policy.
2.2. “RAG” (Retrieval-Augmented Generation) is a hybrid technique combining the Customer's proprietary data retrieval with a generative model to produce grounded responses.
2.3. “Guardrail” is a set of rules for filtering and blocking input/output content to reduce the risk of malicious content or information leaks.
2.4. “Human-in-the-Loop (HITL)” is a mechanism requiring human review and approval before AI results are used to make a final decision.
2.5. “End user” is an individual interacting with the Customer's application integrated with the Service.
Part III – Service description and configuration
3.1. The service provides an API and admin interface to: perform multi-model Routing based on cost/quality/Latency; build Chatbot with RAG on the Customer's knowledge base; synthesize Vietnamese and multilingual TTS speech; extract and summarize Documentation; and deploy multi-channel automated interaction scenarios.
3.2. Guardrails are enabled at the standard level by default; the Customer may customize them within the permitted scope and is solely responsible for any relaxed configurations established by the Customer.
3.3. Query Quota, number of channels, knowledge base capacity, and TTS voices are determined by the Service plan in the Order.
Part IV – SLA and compensation
4.1. HiTechCloud commits to a minimum API availability of 99.5% per month; latency and response quality of each third-party model depend on the model provider and fall outside the scope of the SLA commitment.
4.2. AI outputs may be inaccurate, non-deterministic, or biased; the Customer is responsible for controlling the quality of content provided by its applications to End users.
4.3. The sole remedy when HiTechCloud violates the SLA is a fee deduction in the subsequent billing cycle according to the published deduction schedule; the Customer has no right to request a cash refund or any other form of compensation for SLA violations.
4.4. HiTechCloud's total indemnity arising from or related to the Service shall under no circumstances exceed the total fees paid by the Customer for the most recent service cycle; HiTechCloud is not liable for indirect, consequential damages, lost profits, business opportunities, lost data, or reputational damage.
4.5. Planned maintenance is notified at least 48 (forty-eight) hours in advance via Email or the management portal; planned maintenance duration, force majeure events, and interruptions due to Customer fault are not counted as SLA violation time.
PART V - FEES AND PAYMENT
5.1. The Customer shall make advance Payment of 100% of the service cycle value within 03 (three) working days from the date HiTechCloud Releases the fee notice or Invoice, unless otherwise stipulated by a separate Contract.
5.2. Overdue payment amounts are subject to a late payment interest rate of 0.05%/day calculated on the overdue amount, from the overdue date until the actual payment date.
5.3. HiTechCloud reserves the right to suspend the Service after 07 (seven) days of late payment and execute Service termination after 15 (fifteen) days of late payment without compensation; the Customer remains under obligation to pay all fees incurred up to the termination date.
5.4. Fees are calculated based on fixed packages and/or usage (token, TTS characters, document pages, interactive sessions); incurred usage is non-refundable.
PART VI – RIGHTS AND OBLIGATIONS OF THE PARTIES
6.1. The Customer has an Obligation to transparently disclose to End users that they are interacting with an artificial intelligence system (not a human) at all touchpoints using the Service, in accordance with applicable legal Regulations.
6.2. For decisions affecting the legitimate rights and interests of individuals (including but not limited to: credit granting, Recruitment, Complaint handling, healthcare, and legal matters), the Customer is required to implement a Human-in-the-Loop mechanism; AI results serve solely as supporting reference.
6.3. HiTechCloud has the Obligation to maintain default Guardrails and provide usage Logs according to the package; the Customer is responsible for the content of the RAG knowledge base and the legality of the data input into the system.
Part VII – Acceptable use and prohibited conduct
7.1. It is prohibited to use the Service to impersonate humans for Fraud, generate unauthorized spoofed calls/voices, Spam messages, manipulate public opinion, or unlawfully collect Personal data of End users.
7.2. Intentionally bypassing (jailbreaking) Guardrails or using the Service as an intermediary to attack third-party model systems is prohibited.
7.3. The Customer shall not use the Service to violate Vietnamese law, infringe upon national security, distribute malware, attack third-party systems, or infringe upon the intellectual property rights or personal data of any organization or individual; HiTechCloud reserves the right to immediately suspend services upon detecting a violation.
Part VIII – Security and personal data
8.1. Each Party undertakes to maintain the Information security of the other Party's non-public information obtained during the provision and use of the Service, and to use it solely for the purpose of Service performance; the confidentiality Obligation shall survive for 03 (three) years after Service termination, unless otherwise required by Law or a competent State authority.
8.2. Personal data processing complies with the Law on Personal Data Protection No. 91/2025/QH15 (Luật Bảo vệ dữ liệu cá nhân số 91/2025/QH15) and Decree No. 356/2025/NĐ-CP (Nghị định số 356/2025/NĐ-CP) detailing a number of Articles of the Law on Personal Data Protection; HiTechCloud only processes Personal data pursuant to lawful instructions from the Customer, applies appropriate technical and organizational measures, and notifies the Customer upon detecting an Incident of Personal data disclosure or loss in accordance with legal regulations.
8.3. Conversation Logs are Saved according to the term of the Service plan for operational and reconciliation purposes; the Customer is responsible for providing Notification and obtaining an appropriate legal basis from End users in accordance with the Law on Personal Data Protection No. 91/2025/QH15 (Luật Bảo vệ dữ liệu cá nhân số 91/2025/QH15) and Decree No. 356/2025/NĐ-CP (Nghị định số 356/2025/NĐ-CP).
PART IX – SUSPENSION AND TERMINATION
9.1. HiTechCloud reserves the right to suspend part or all of the Service when: (i) the Customer is overdue on Payment by more than 07 (seven) days; (ii) the Customer violates the acceptable use Regulation; (iii) requested by a competent State authority; or (iv) necessary to prevent system security risks.
9.2. Each Party has the right to effect Service termination if the other Party commits a Violation of a fundamental Obligation and fails to remedy it within 15 (fifteen) days from the date of receiving written Notification; HiTechCloud has the right to terminate after 15 (fifteen) days from the date the Customer is suspended due to late Payment without making full Payment.
9.3. Within 07 (seven) days from the date of Service termination, the Customer will be supported in exporting data in common formats; upon expiration of this period, all Customer data will be permanently Deleted from the system and cannot be Restored, and HiTechCloud has no Obligation for further retention.
PART X – VALIDITY AND APPLICABLE LAW
10.1. This Documentation is an integral part of the Service Agreement and the policies published at https://hitechcloud.vn/tai-lieu-ho-tro/; the Customer registering, making payment, or continuing to use the Service constitutes acceptance of the entire Documentation.
10.2. This Documentation and related contracts, appendices, and electronic confirmations may be signed using digital signatures pursuant to the Law on Electronic Transactions No. 20/2023/QH15 (Luật Giao dịch điện tử số 20/2023/QH15) and Decree No. 23/2025/NĐ-CP on electronic signatures and trust services (Nghị định số 23/2025/NĐ-CP), holding legal validity equivalent to paper documents with direct signatures and seals.
10.3. The Documentation is governed by Vietnamese law. All disputes shall first be resolved through negotiation and mediation within 30 (thirty) days; if unsuccessful, the dispute shall be submitted to the competent People's Court in Ho Chi Minh City for resolution.
Documentation issued by HiTechCloud and subject to amendment with 30-day prior notification on https://hitechcloud.vn/tai-lieu-ho-tro/.
