Server administration service

The Server Administration Service provides technical management support, performing all administrative tasks typically handled by a customer’s in-house system administrator. By subscribing to this service, customers will receive comprehensive support including installation, configuration, optimization, monitoring, and troubleshooting of technical issues or server errors, ensuring that the server operates at peak stability and performance.

I. VIP MANAGED PACKAGE (VIP Managed)

	ADVANCED SUPPORT	NOTES
Cost	3.000.000 VND/month (VAT not included)	Prices exclude 8% VAT
Operating System (OS)	Ubuntu, CentOS 6 & 7, Windows 2012	provided by the customer, or registered as part of the service
Control Panel	Plesk, cPanel, DirectAdmin with a license (recommended) or free management applications (not recommended)	provided by the customer, or registered as part of the service
Data migration from another server	Yes, up to 30 sites and 10GB (no more than 2 changes per month). Exceeding 2 sites incurs a fee of 200,000 VND/site.
OS reinstallation	Yes (once per month)
Security	Periodic scanning for malware and viruses (once per week)
System optimization	Consulting and coordination as needed. Optimize MySQL and Mail Service configuration with solutions to improve performance
Software updates and bug fixes	Daily
Provision of Root Access account	No (FTP/SFTP access only to authorized files or directories)
Periodic backup	1 backup/week (per package)
Website backup on request	Yes
Support	Consultation and coordination when incidents arise. Interaction via phone or a dedicated support group. Standard resolution time: 30 minutes.
Temporary VPS provided while the main cloud issue is unresolved	Up to 1 week.
System monitoring	CPU, RAM, HDD, all websites

Customers will receive support for all services included in the standard server administration package. In addition, TENTEN offers the following services:

Weekly data backups (once every 7 days) to the local server.

Data restoration from backup copies (if available) to recover website operations.

Recovery of web server functionality in cases such as server overload, hardware failure, service hang-ups, or system errors.

Guidance on installing additional software and services as requested by the customer, provided that such software is fully supported, licensed, and compatible with the server’s operating system.

Optimization of Web Server, Database Server, and Operating System configurations to minimize server resource consumption.

Implementation of feasible server security configurations at the system level upon request.

Protection against small to medium botnet attacks through firewall installation and connection blocking. (Note: Large-scale attacks may still impact performance.)

Consultation on the security level of the customer’s existing source code.

Recommendations for best security practices during server usage.

Ensuring application configuration compatibility between the old server and the new one (in case the customer transfers services from another provider).

Troubleshooting application-level errors encountered during usage.

Advising customers on optimal solutions for their active services.

TENTEN will not repair errors caused by the customer’s own actions; in such cases, we only provide guidance for identifying the issue.

TENTEN does not support customer-installed software or custom-developed source code.

Customer Collaboration Requirements:

TENTEN will notify customers of any additional applications installed.

TENTEN will store root account and related administrative credentials.

Customers must inform TENTEN of any server-related updates they make.

Customers should proactively verify backup content to ensure data completeness.

Out-of-Scope Issues:

Customer interference or unauthorized installations causing system damage without notifying TENTEN’s technical team.

No intervention in source code configuration or troubleshooting of website code issues (errors unrelated to the server).

No support for installation requests or compatibility checks for specific source codes with related web service applications.

Service usage violations of TENTEN’s terms and conditions.

No installation, configuration, troubleshooting, or monitoring of server software after handover.

No support after the service activation date for installation, configuration, or error resolution.

No support for issues arising from insufficient server hardware capacity for high-demand websites.

II. FEES FOR INDIVIDUAL SERVICE REQUESTS:

	Applied Products	Support	Tính phí
Install, update VPS operating system	Cloud	Ubuntu, CentOS 6 & 7, Windows 2012	200,000 VND/time
Install control panel for VPS (Conditions apply for purchases at TenTen.vn)	Cloud	Plesk, cPanel, DirectAdmin with a license (recommended) or free management applications (not recommended)	Free
Fix VPS issues	Cloud	Errors related to databases (MySQL, Mariadb, MongoDB, PostgreSQL..)	500,000 VND/time
Fix VPS issues	Cloud	Errors related to Webservices (Apache, Nginx, LiteSpeed..)	1,000,000 VND/time
Fix VPS issues	Cloud	Set up firewall security	1,000,000 VND/time
Fix VPS issues	Cloud	Check disk, performance, I/O	500,000 VND/time
Security	Cloud	Đổi port SSH	50,000 VND/time
Security	Cloud	Set up SSH limits upon request	100,000 VND/time
Security	Cloud	Create permission port rule	500,000 VND/time
Security	Cloud	Install and configure file2ban for basic DDoS protection	500,000 VND/time
Security	Cloud	Install and configure virus scan software ClamAV, ImunifyAV..	500,000 VND/time
Storage	Cloud	Add disk with existing data	500,000 VND/time
Network	Cloud	Add and configure basic load balancing	500,000 VND/time
Network	Cloud	Add static IP	100,000 VND/time
Network	Cloud	Add private IP	100,000 VND/time
Malware handling	Cloud, Share hosting	Quét và diệt phần mềm độc hại, virus, malware	3,000,000 VND/site/time (The cost may change depending on the severity of the malware)
SSL installation (paid or free SSL)	Cloud, Share hosting	Fix code to enable SSL	1,000,000 VND/time/site
SSL installation (paid SSL from another provider or free SSL)	Cloud, Share hosting	Install SSL on the server	200,000 VND/time/site
Backup data and send Drive link	Share hosting	Backup code and Database → send data via Drive link (Customer needs to download within 24 hours)	50,000 VND/time/site (1 site <10GB)
Data migration from another server	Share Hosting, Cloud, Email server	Additional data migration (2nd+ time, >5 sites, or >10GB per product)	200,000 VND/site (1 site <10GB)
Internal data transfer from one account to another or downgrade	Cloud, Share hosting	Transfer data from 1 site	50.000đ/site (1 site <10GB)