Explanation Of Vietnam Server Purchase Contract Terms And After-sales Service Points

1.

definition of contract subject and service scope

- clarify the legal entities, contact information and signing representatives of party a and party b.
- define service type: physical server, vps, cloud host or hosting cabinet, etc.
- items clearly included or not included: bandwidth, traffic, ip number, domain name resolution service, cdn access.
- describe the ddos protection level (such as basic cleaning/on-demand cleaning/always-on) and the upper limit of protection capacity (such as 20gbps).
- agree on the contract effective date, minimum service period, automatic renewal and early termination terms.

2.

sla availability, compensation and monitoring metrics

- specify an availability target, such as 99.95% or 99.9%, and give a calculation method.
- failure determination and claim-free window (such as maintenance time, planned shutdown).
- compensation rules: refund fees by hour/day/percentage (for example, if availability is lower than 99.9%, 10% of the monthly fee will be refunded).
- monitoring and alarming: both parties agree on the monitoring system to be used, the alarm contact person and the response time limit.
- provides performance measurement items: delay, packet loss rate, bandwidth utilization sample collection cycle.

3.

billing, upgrade and refund mechanism

- billing unit (billed monthly/annually/traffic/peak bandwidth), example: 1gbps guaranteed bandwidth monthly fee.
- upgrade process: delivery period and fee settlement method for hardware upgrades or bandwidth expansion.
- service withdrawal and refund rules: liquidated damages calculation formula for early termination.
- billing dispute handling: data certification standards (operator traffic logs, joint monitoring data of both parties).
- taxation and invoices: vat invoice issuance time and responsible party.

4.

network and security terms (cdn and ddos)

- cdn configuration responsibility: who is responsible for origin site access, caching rules and certificate updates.
- ddos protection strategy: always-on or on-demand cleaning, cleaning traffic limit (example: 20gbps/100gbps).
- logs and traceability: log retention period (for example, 90 days) and sharing method when an attack occurs.
- security incident response: alarm time, malicious traffic cutoff standards and manual intervention process.
- demarcation of responsibilities: if an attack is caused by a security vulnerability in a customer's application, responsibilities and remedial measures will be taken.

5.

delivery, acceptance and hardware replacement process

- delivery list: cpu/memory/hard disk/bandwidth/public ip and other configurations must be listed.
- acceptance criteria: bandwidth speed test, disk read and write, cpu benchmark test and memory test samples.
- hardware failure replacement time limit: hot spare parts replacement time (for example, replacement with equivalent or better configuration within 24 hours).
- backup and recovery: default backup frequency (such as daily incremental, weekly full backup) and retention time.
- migration terms: compensation, migration window and customer assistance requirements when the computer room or supplier migrates.

6.

after-sales support process and real cases

- support channels and response time limits: phone calls, work orders, online chats, priority p1 response within 30 minutes.
- closed loop of upgrade orders and trouble tickets: sops for work order opening, confirmation, processing, regression testing and closing.
- training and documentation: provide api documentation, access manuals and faq database.
- confidentiality and data security: confidentiality obligations of both parties and data destruction process.
- real case: idc customer case description, configuration examples and results in hanoi, vietnam.

7.

case and configuration data examples (including tables)

- case overview: an e-commerce customer deployed a promotional backup site in a computer room in hanoi, vietnam, and chose a combination of independent physical machines and cdn+20gbps ddos protection.
- result description: the average response time dropped by 30% in the first week of launch. in a 50gbps attack, the business was only degraded for a short period of time due to the cloud on-demand cleaning and merging strategy.
- excerpt from contract key points: sla 99.95%, p1 response 30 minutes, hardware replacement 24 hours a day, log retention 90 days.
- configuration example description: the following is the customer's actual server configuration table for comparison with the contract terms.

project	configuration/value
cpu	intel xeon e-2276g 6c/12t
memory	32gb ddr4
disk	480gb nvme + 2tb sata backup
bandwidth	1gbps guaranteed, peak capacity can be expanded on demand
public ip	5/29
ddos protection	always-on + on-demand cleaning 20gbps baseline (scalable)
sla	availability 99.95%, p1 response 30 minutes