FPT Telecom International Cloud Connect
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Shared Responsibilities

Responsibility model between FPT Telecom International and cloud providers for connectivity services.

FPT Telecom International

Cloud Connect is owned by FPT Telecom International, providing private access to leading cloud providers.

FPT Telecom International
Cloud Connect

SHARED RESPONSIBILITIES FOR CONNECTIVITY SERVICES

This document outlines responsibilities between FPT Telecom International (FTI) and cloud providers in delivering Cloud Connect connectivity. The goal is to ensure stable, secure connectivity and SLA compliance for customers.

I. FTI RESPONSIBILITIES

  • Design and deploy dedicated connectivity (Layer 2/Layer 3) from customer sites to international PoPs/IXs.
  • Operate transmission infrastructure, MPLS backbone, network equipment, and bandwidth per SLA.
  • 24/7 monitoring and incident handling, including coordination with global partners (PCCW, Megaport, Equinix, Epsilon...).
  • Provide SLA reports, traffic statistics, and connectivity optimization support.
  • Assist with bandwidth upgrades, connection expansion, and redundancy deployment.

II. CLOUD PROVIDER RESPONSIBILITIES

  • Maintain cloud infrastructure, internal connectivity, and cloud gateway services (Direct Connect/ExpressRoute/Interconnect/FastConnect) per their SLA.
  • Operate cloud resources, security policies, VPC/VNet/VCN configuration, and related cloud services.
  • Communicate maintenance windows, service changes, or incidents within the cloud domain.

III. CUSTOMER RESPONSIBILITIES

  • Provide accurate technical information, configure on-prem equipment, and follow implementation guidelines.
  • Manage cloud resources, routing, and security configurations within their environment.
  • Coordinate with FTI during deployment and incident resolution.

IV. INCIDENT COORDINATION WORKFLOW

  1. Customer submits a support request to FTI via hotline/email.
  2. FTI checks the transmission path and identifies the incident scope (transport, partner, or cloud provider).
  3. If the issue is within the cloud provider, FTI opens a ticket and keeps the customer updated.
  4. Resolution is completed with a report and optimization recommendations if needed.

V. SLA COMMITMENT

FTI commits to the SLA per service contract and coordinates with cloud providers to ensure end-to-end connectivity. Overall SLA depends on both FTI transport and the cloud provider gateway.