TYPO3: We will perform the initial installation and security patches for hosting clients using the WEC TYPO3 CMS software, provided they are using our centralized TYPO3 WEC install, at no additional cost. Clients that install their own TYPO3 software are responsible for all software support.
We will automatically update and patch the WEC Starter Package on fully managed dedicated systems for clients, at our best discretion. We may assist with non-WEC updates, extensions, and security patches for managed dedicated clients using the WEC TYPO3 are dealt with on a case by case basis, at a rate of $85/hour.
Operating System: We will perform the initial installation and security/kernel patches and/or updates of any supported operating system, at no additional cost. Supported operating systems currently include: Fedora™ , Windows™ Server 2003, & CentOS™. Re-installation of any server, for reasons other than hardware failure, will be charged a flat rate of $85.00. We will assist with troubleshooting and repairing basic operating system problems for supported operating systems. We may install alternative operating systems, upon client request, which is dealt with on a case by case basis. Support may be limited in regards to alternative operating system setup/configuration, and/or for those clients choosing not to utilize a supported control panel--regardless of operating system selected. Supported control panels currently include CPanel™ & Plesk ™. Co-Location clientele are charged a flat rate of $85.00 per operating system installation or re-installation.
Control Panel: We will perform the initial installation and test of the supported control panel software for any server ordered with such. If a managed server includes supported control panel software, We will support, to the best of it's ability, control panel related problems and issues. This includes, but is not limited to, support of basic control panel functions (ie: adding/removing accounts, dns functions, password changes, etc…) and limited support of control panel installed 3rd party software (ie: proftpd, pureftpd, mailman, agora). We will not provide support of the control panel software, or any of its’ 3rd party software inclusions, regarding issues of software bugs or errors, and such issues should be brought to the attention of the software vendors directly for support. We are not responsible for web development, non-supported 3rd party software and/or scripts (ie: compatibility, installation, maintenance), and/or ongoing daily administration tasks (ie: setting up new users, email accounts, & domains). At our discretion, we may assist with initial custom setup/configuration of the server (ie: setting up new users, email accounts, & domains, and/or software modifications). We will install supported control panels purchased through us, at no additional charge, for Co-Location & External Licensing clientele. Re-Installation of control panels purchased through us for Co-Location & External Licensing clientele, for any reason, will be charged a flat rate of $39.95. Support for control panels purchased through us, for Co-Location & External Licensing clientele, will be billed at a rate of $85/hour. Installation of supported control panel software requires, and will only be performed on, freshly installed operating systems.
Software Updates/Patches and O/S Upgrades: We will assist, upon request, with control panel updates and security patches on any system running a supported operating system and utilizing a supported control panel. Supported control panels may automatically update, including their installed 3rd party software, and may be user-configureable whether or not to do such. We may assist with control panel updates and security patches of systems running alternative operating systems, or not utilizing a supported control panel, dealt with on a case by case basis, at a rate of $85/hour. We will automatically update and patch Fully Managed systems, at it's best discretion. We may assist with control panel updates and security patches for Co-Location & External Licensing clientele, dealt with on a case by case basis, at a rate of $85/hour.
HARDWARE
Maintenance and Replacement: If any hardware component on a supplied system fails, we will replace it free of charge. All operating systems, supported and non-supported, as well as software/configurations installed prior by us, will be re-installed at no additional cost to the client, in the case of failed hardware. For information regarding system restoration beyond the operating system and software/configurations, please see the section in this document entitled “Data Recovery/Backups”.
Hardware Upgrades: Upgrading hard drives to a different size or type of drive, requiring the re-installation of the operating system and software/configurations, and the transfer of data from the old system/drive(s), will be billed at a rate of $85/hour.
DATA RECOVERY/BACKUPS
We always recommend purchasing backup storage/service with any and all systems/services. Clients may purchase backup drives and/or backup storage and perform their own backups--with or without us or control panel supplied backup software enabled, or may purchase a managed backup solution from us.
Hardware Failure: All operating systems, supported and non-supported, as well as software/configurations installed prior by us, will be re-installed at no additional cost to the client, in the case of failed hardware.
If backup storage does not exist, we will re-install the operating system and software/configurations previously installed by us, on a new hard drive, and attempt to leave the defective drive in place for the customer to retrieve/restore data--for up to 72 hours after re-installation.
If a backup storage exists, and the client was performing their own backups--with or without us or control panel supplied backup software enabled on the backup storage, we will re-install the operating system and software/configurations previously installed by us, on a new hard drive, and attempt to leave the backup drive and/or defective drive in place for the customer to retrieve/restore data--for up to 72 hours after re-installation. At our discretion, we may assist with data restoration at a rate of $85/hour.
If a managed backup solution exists, and our or control panel supplied backup software was enabled, we will re-install the operating system and software/configurations previously installed by us, on a new hard drive, and will assist with restoration of the system data, at no additional charge. Managed backup solutions exist automatically for all our Virtual Hosting as well as Fully Managed clientele, however, we always recommend purchasing additional Remote Backup services as well.
We cannot guarantee full, or even partial, recovery of data from a failed drive, but will work to the limit of their abilities to restore data from the failed hardware, based on defined policy and procedure. Client may purchase a defective drive from us, at reasonable market prices, and have the drive shipped to them, or to a data recovery company, at their expense with a minimal handling fee.
Software Failure and Hacked/Compromised Operating Systems: Operating system re-installation by us will be charged a flat rate of $85.00, and assistance with software/configurations and/or data recovery will be billed at a rate of $85/hour, in the case of a system suffering software bugs or operating system compromise.
If backup storage does not exist, we will re-install the operating system and software/configurations previously installed by us, on a new hard drive, and attempt to leave the bug-ridden/compromised drive in place for the customer to retrieve/restore data--for up to 72 hours after re-installation.
If a backup storage exists, and the client was performing their own backups--with or without our or control panel supplied backup software enabled on the backup storage, we will re-install the operating system and software/configurations previously installed by us, on a new hard drive, and attempt to leave the backup drive and/or bug-ridden/compromised drive in place for the customer to retrieve/restore data--for up to 72 hours after re-installation. At our discretion, we may assist with data restoration at a rate of $85/hour.
If a managed backup solution exists, and our or control panel supplied backup software was enabled, will re-install the operating system and software/configurations previously installed by us, on a new hard drive, and will assist with restoration of the system data, at no additional charge. Managed backup solutions exist automatically for all our Virtual Hosting as well as Fully Managed clientele, however, we always recommend purchasing additional Remote Backup services as well.
We cannot guarantee full, or even partial, recovery of data from a bug-ridden/compromised system, but will work to the limit of their abilities to restore data, based on defined policy and procedure.
Co-Location clientele are responsible for their own hardware replacement and re-installation of operating system and software/configurations. Operating system re-installation by us will be charged a flat rate of $85.00, and assistance with software/configurations and/or data recovery will be billed at a rate of $85/hour.
Remote Backup clientele are responsible for their own hardware replacement and re-installation of operating system and software/configurations, as well as data recovery. We will supply assistance with connecting to the stored data, to the best of it's ability. Support may be available directly from backup software vendors for their product(s). At our discretion, we may assist with data restoration at a rate of $85/hour, dealt with on a case by case basis.
Consulting/Networking clientele, utilizing our Remote Backup solutions, will be billed at a rate of $85/hour for hardware replacement work, operating system re-installation, and assistance with software/configurations and/or data recovery. Support may be limited for software/configurations not originally installed/provided by us. If we are not performing data recovery, we will supply assistance with connecting to the stored data, to the best of it's ability. Support may be available directly from backup software vendors for their product(s), or the original vendor/installer of your other software/configurations.
MONITORING
We will monitor a single protocol on each system, to verify that the system is operational. The default protocol that is monitored is HTTP (Port 80), however, on systems that do not respond to such, monitoring is performed via another protocol. Available monitoring protocols are HTTP, SMTP, FTP, SSH, and ICMP(PING). The customer may request that a specific protocol and port is monitored, rather than the default selection. Monitoring of multiple ports may be available at an additional cost. If a server fails to respond to a monitored protocol, we will manually attempt to check the status of the server via another protocol. We will automatically reboot systems that fail to respond after a second tested protocol fails. If the second tested protocol responds properly, we will attempt to log into the system to restore/restart service on the initial failed protocol that was being monitored. We do not charge for reboots to any system on the network. Reboots are generally performed within a 5 – 15 minute time frame.
It is the client’s responsibility to update us any time that the root password is changed on a system, otherwise we will be unable to restore/restart failed monitored protocols automatically, and will not be held liable for failure to do such. It is the client’s responsibility to keep access by our monitoring system ip addresses available to their system, and not blocked via firewall, and to notify us any time a port is changed on a monitored protocol or if a protocol disabled. Otherwise we will be unable to provide monitoring services, and will not be held liable for failure to do such. If a protocol is consistently unavailable to the monitoring system, we may at our discretion cease monitoring such protocol. In some circumstances, we may override and change the root password to your system, in cases we deem such is necessary to correct an urgent issue, or to remedy an AUP/TOS issue.
ABNORMAL SUPPORT
We charge a rate of $85/hour for support and/or administration work not included or specified by the terms of this management policy. Support and/or administration work not included or specified by the terms of this management policy, will be performed by us at our discretion, and dealt with on a case by case basis. Clientele will be informed of such charges in advance, and be required to give authorization to us to proceed with such work via the help desk.
Phone Support: We provide 5x8 phone support to clientele with "fully managed" support contracts. Weekend and after hours support is made available at a rate of $85/hr for dedicated and collocation clients. The Sales, Billing, & Customer Service Depts. are available via telephone for all clients, during normal scheduled business hours.
Internet Access: Our responsibility to Internet Access clientele ends at the point of circuit handoff. This includes Client Premise Equipment (CPE), as well as router/switching hardware if supplied and managed by us. Abnormal Support provided due to constant client error or misconfiguration of such equipment will be billed at a rate of $85/hour. We will be the sole arbiter as to what constitutes Abnormal Support in such cases. We are not responsible for client's systems or software utilizing such services, but may at our discretion assist with providing Consulting/Networking services at a rate of $85/hour. In cases of Spam, Spyware, and/or Virus issues, we may find it necessary to suspend service to clientele, until which time such issue is corrrected. We may at our discretion assist with providing Consulting/Networking services, to assist with cleanup of Spam, Spyware, and/or Virus issues, at a rate of $85/hour.
Contact us for any item/service not explicitly detailed.