1. Basic support service plan:

1.1.By default when you use the service Cloud Server, Pho Tue SoftWare Solutions JSC has provided the Basic Support package Free of charge to you. With this Basic Support package, we recommend that you have the necessary system administration skills on your Server privately and independently. Therefore, you are granted the highest administrative Account (root/Administrator) for full authority Server administration of yours. Pho Tue SoftWare Solutions JSC does not hold any account and cannot intervene inside your server. If you do not have much experience in Server administration, you should purchase an additional Premium Support package so that we can manage your server securely and ensure continuous operation.

1.2.You receive a Handover of the highest administrative privileges (root/ administrator) to take full control of administering your Cloud Server system. Pho Tue SoftWare Solutions JSC does not Save any Account information and cannot intervene inside your Server to inspect or perform operations.

1.3.You must proactively install, configure, manage resources, maintain system security, and resolve all errors within your server.

1.4.Scope of Pho Tue SoftWare Solutions JSC's support under the Basic Support package:

• Initial operating system and software installation is free (please seehere).
• Unlimited support for inspecting infrastructure and links, resetting administrative account passwords (SSH/ Remote Desktop), and rebooting Servers upon your request.
• Operation instructions, troubleshooting, and technical consultation for you.

1.5The Basic Support package is maintained for the entire duration of the Cloud Server service.

2. Premium support Service plan:

2.1.With the Premium Support package, we will install one of the dashboards (Control Panel) such as Plesk, cPanel, DirectAdmin, or VestaCP depending on customer selection. You are only granted a Reseller tier (Reseller) or End user (End User) account to upload website/database and update your website source code from the Control Panel interface. Note: VestaCP is a free Control Panel.

Note:

• VestaCP is a free administration tool (control panel).
• DirectAdmin / Plesk / cPanel license keys are normally activated and issued by the vendor within 24 hours, and within 72 hours at the latest.

2.2.Pho Tue SoftWare Solutions JSC retains full possession of the highest-level administrative account (root/administrator) so that it can intervene promptly to handle any issues that arise inside the server.

2.3. Khi sử dụng gói Hỗ trợ Cao cấp, nếu Quý khách có yêu cầu di chuyển dữ liệu website, kỹ thuật Chúng tôi sẽ hỗ trợ miễn phí di chuyển toàn bộ website cho Quý khách. Tham khảo chi tiết here.

2.4.Pho Tue SoftWare Solutions JSC helps optimize and secure the server system, applying regular patches to the operating system and to the software running on the server.

2.5.Install SSL Digital certificates if you purchase SSL from Pho Tue SoftWare Solutions JSC.

2.6. SSL private key(Private key) is the SSL Security key that you must hold and cannot Share with anyone (including us). In the event that you request our technical team to perform SSL installation for you, you need to Submit the Private Key for us to install. You understand and agree not to hold us liable for any responsibilities related to SSL Security risks and the Private Key that you provided to us for SSL installation, including but not limited to.

2.7.Periodic checks for security flaws on the server using automated tools or tools developed by Pho Tue SoftWare Solutions JSC.

2.8.Intervene and resolve immediately if Errors arise on the Server system (excluding Errors related to Customer Source code and Website data). Depending on the complexity of the Error, Pho Tue SoftWare Solutions JSC will provide Notification of the estimated timeframe before execution or will discuss and reach an Agreement with you on a technical resolution plan.

2.9.Deploy measures to prevent and mitigate DDOS.

2.10.Round-the-clock monitoring of resource usage and server health through Pho Tue SoftWare Solutions JSC's dedicated system.

2.11.Monitoring server systems and websites for you 24/7/365.

2.12.Operation instructions, troubleshooting, and technical consultation for you.

2.13.Perform a clean Operating system reinstallation (Reload OS) free of charge upon your request. You must ensure you understand that you already have data backup in advance for yourself so that after Reload OS, you can upload data back to the Cloud Server.

2.14.The Premium Support package must be purchased and maintained for a minimum of 3 months, and expires together with the term of the Cloud Server service.

2.15.Nếu you terminate and no longer maintain the Premium Support plan, we may remove some software and features installed on the server that were optimized for the previous Premium Support plan, then handover the server to you for self-administration.

Last updated: September 18, 2017