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📜 Terms & Service Regulations

Terms of Service & Privacy Policy

Clear, transparent policies regarding customer rights, enterprise data protection, billing rules, and service level agreements (SLA) when using the VitaPBX Cloud platform.

📅 Last Updated: 09/19/2026🏷️ Version 2.1 (Active)⚖️ Compliant with Vietnam Decree 13/2023/ND-CP (Personal Data Protection) & Decree 91/2020/ND-CP (Anti-Spam).
Part 1

Terms of Service (ToS)

Applicable to all organizations, businesses, and individuals using the VitaPBX Cloud platform.

1.1 Service Scope

VitaPBX Cloud provides enterprise cloud telephony (CloudPBX) and Contact Center solutions. The service includes: extension creation and management, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), browser-based WebRTC softphone, Call Detail Records (CDR), and call recording storage according to the selected plan limits.

1.2 Customer Account & Responsibilities

Customers receive access to the Customer Portal and PBX Administration dashboard. Customers are responsible for securing account credentials, managing internal extension permissions, and all activities conducted through their assigned credentials.

1.3 Anti-Spam & Fraud Prevention

Using the VitaPBX infrastructure for unsolicited robocalls, telecom fraud, or spam calls is strictly prohibited. Customers must obtain recipient consent when deploying outbound auto-dialer or automated notification campaigns.

💡 Note: VitaPBX reserves the right to suspend or terminate services immediately without prior notice upon detection of spam or fraudulent telecommunication activities.
Part 2

Privacy & Data Protection Policy

We are committed to safeguarding your enterprise data and privacy to the highest security standards.

2.1 Multi-Tenancy Data Isolation

Each customer organization is provisioned with a unique tenant identifier. Database records, audio recordings, dialplans, and directory information are strictly isolated with zero cross-tenant data access.

2.2 Call Data & Recording Ownership

Customers retain exclusive ownership of all Call Detail Records (CDR) and voice recordings. VitaPBX acts solely as the technical infrastructure provider. We never listen to, mine, or share customer call data with any third party for commercial purposes.

2.3 Transmission Encryption Standards

All administrative and signaling traffic is encrypted via HTTPS / WSS (TLS). Real-time audio streams via WebRTC are protected by DTLS-SRTP, safeguarding against voice eavesdropping over public internet connections.

2.4 Data Retention & Deletion

Customers have full autonomy to inspect logs, export CDR reports, download call recordings locally, or configure automated retention schedules according to internal compliance policies.

Part 3

Billing, Renewal & Refund Policy

Transparent, flexible, and fair pricing models designed for businesses of all sizes.

3.1 Free Plan

The Free plan provides 3 extensions and 1 concurrent call with no expiration date, enabling startups and small teams to experience core cloud telephony capabilities completely free of charge.

3.2 Billing Cycles & Payment Methods

Paid plans support flexible Monthly or Annual billing cycles (annual payments include discounts as published in the official pricing table). Supported payment methods include automated bank transfer (VietQR) and online payment gateways.

3.3 Activation & Renewal Reminders

Services are automatically provisioned upon payment confirmation. Renewal reminders are sent 15, 7, and 3 days before expiration via email and the Customer Portal.

💡 Note: If not renewed on time, PBX configurations are preserved for 15 days before entering suspension, ensuring no accidental data loss.

3.4 Upgrades & Plan Adjustments

Customers can upgrade to a higher tier at any time. The price difference is prorated based on the remaining days of the current billing cycle. Downgrades take effect at the start of the next cycle.

3.5 7-Day Money-Back Guarantee

VitaPBX provides a 100% money-back guarantee within the first 7 days of paid service activation if critical technical issues caused by the provider cannot be resolved within 48 business hours.

Part 4

Telecom & SIP Trunk Integration Policy

Freedom to choose your telecom provider while retaining full phone number ownership.

4.1 Phone Number Ownership

Businesses retain full legal ownership of their phone numbers (landline, 1800/1900 hotlines, and enterprise mobile numbers). Contracts for telecom numbers are signed directly between the customer and telecom operators.

4.2 Carrier Interoperability

VitaPBX supports SIP Trunk / IP Voice interconnection with all licensed carriers in Vietnam (VNPT, Viettel, Mobifone, FPT Telecom, CMC Telecom, etc.). Inbound and outbound route configuration is provided at no extra cost.

4.3 Call Carriage Tariffs

Outbound call tariffs are billed directly by the telecom carrier according to their official rates. VitaPBX does not impose any surcharge or markup on carrier voice tariffs.

Part 5

Service Level Agreement (SLA) & Support

Ensuring seamless, reliable communications for your continuous business operations.

5.1 Uptime SLA

VitaPBX commits to a minimum 99.9% monthly service availability across our distributed cloud architecture. Planned maintenance is announced at least 48 hours in advance and scheduled during off-peak hours (00:00 to 04:00 AM).

5.2 Support Channels

Customer support is accessible via the Customer Portal ticket system, technical email ([email protected]), and 24/7 emergency hotline.

5.3 Response Time Guarantees

For critical incidents (Severity P1: Total voice outage), initial response is within 15 minutes with continuous 24/7 resolution efforts. For standard technical assistance (Severity P2/P3: Configuration, extension setup, routing guidance), response is within 2 business hours.

💼 Enterprise & Custom SLA

Need a Custom Enterprise Agreement?

For large enterprises requiring custom SLAs, dedicated telecom interconnection agreements, or customized corporate invoicing, our enterprise solutions team is ready to assist.