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Fully Managed
Server Definition
SOFTWARE
Operating System: BurstNET™ will perform the initial installation and test of any
supported operating system, at no additional cost. BurstNET™ supported operating systems
currently include: Red Hat™ Linux 7+, FreeBSD™ 4+, Mandrake™ Linux 7+,
Windows™ 2000 Server, & Windows™ Server 2003. BurstNET™ will install and
test, with customer permission, any and all operating system security and functionality
patches, upon customer request, for BurstNET™ supported operating systems.
Re-installation of any server, for reasons other than hardware failure or hacked/compromised
software, will be billed at a rate of $65/hour. BurstNET™ will assist with
troubleshooting and repairing basic operating system problems for supported operating
systems. This includes basic advice on functionality and use of the supported operating
systems. Support may be limited in regards to custom operating system configurations,
for those clients choosing not to utilize CPanel™ (.or operating systems that do
not support CPanel™), for configurations that CPanel™ would have
pre-installed/pre-configured, if the client would have chosen to install CPanel™.
CPanel™: BurstNET™ will perform the initial installation and test of the
CPanel™ software for any server ordered with such. If a managed server includes
CPanel™, BurstNET™ will support, free of charge, CPanel™ related problems
and issues. This includes, but is not limited to, support of basic CPanel™
functions (ie: adding/removing accounts, dns functions, backup management, etc.) and
limited support of CPanel™-installed 3rd party software (ie: proftpd, pureftpd,
mailman, agora). BurstNET™ will not provide support regarding CPanel™, or any
of its. 3rd party software inclusions, regarding issues of software bugs or failure, and
such issues should be brought to the attention of the software vendors directly for support.
HARDWARE
Maintenance and Replacement: If any hardware component on a BurstNET™ supplied
server fails, we will replace it free of charge, within timeframes specified in the
Service Level Agreement (SLA). All operating systems, supported and non-supported,
as well as software installed prior by BurstNET™, 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, please see
the section in the document entitled .Data Recovery/Backups..
Hardware Upgrades: Information on installation/setup fees and/or monthly fees for
hardware upgrades is available at http://www.nocster.net/orders.shtml or
http://www.burst.net/orders/ via the .Features Add-On/Upgrade Form.. Upgrading
hard drives to a different size or type of drive, requiring the transfer of data
and/or operating system and software re-installation, will be billed at a rate of $65/hour.
DATA RECOVERY/BACKUPS
Hardware Failure: BurstNET™ always recommends purchasing a backup drive/service
with any and all servers. All operating systems, supported and non-supported, as well
as software installed prior by BurstNET™, will be re-installed at no additional
cost to the client, in the case of failed hardware. If a backup drive exists, and the
client was performing their own backups without BurstNET™ or CPanel™ supplied
backup software enabled on the backup drive, BurstNET™ will re-install the operating
system and software previously installed by BurstNET™, 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. If a backup drive exists, and BurstNET™ or CPanel™
supplied backup software was enabled on the backup drive, BurstNET™ will re-install
the operating system and software previously installed by BurstNET™, on a new hard
drive, and will assist with restoration of the CPanel™ and/or user data. BurstNET™
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. If a backup drive
does not exist in the server, BurstNET™ will re-install the operating system and
software previously installed by BurstNET™, on a new hard drive, and attempt to leave
the defective drive in place for the customer to retrieve/restore data.
Software Failure and Hacked/Compromised Operating Systems: BurstNET™ always recommends
purchasing a backup drive/service with any and all servers. All operating systems, supported
and non-supported, as well as software installed prior by BurstNET™, will be re-installed
at no additional cost to the client, in the case of a server suffering software bugs or
operating system compromise. If a backup drive exists, and the client was performing their
own backups without BurstNET™ or CPanel™ supplied backup software enabled on the
backup drive, BurstNET™ will re-install the operating system and software previously
installed by BurstNET™, 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. If a backup
drive exists, and BurstNET™ or CPanel™ supplied backup software was enabled on the
backup drive, BurstNET™ will re-install the operating system and software previously
installed by BurstNET™, on a new hard drive, and will assist with restoration of the
CPanel™ and/or user data. BurstNET™ cannot guarantee full or even partial recovery
of data from a bug-ridden/compromised drive, but will work to the limit of their abilities
to restore data from the bug-ridden/compromised system. If a backup drive does not exist in
the server, BurstNET™ will re-install the operating system and software previously
installed by BurstNET™, on a new hard drive, and attempt to leave the
bug-ridden/compromised drive in place for the customer to retrieve/restore data.
GENERAL
Monitoring: BurstNET™ will monitor a single port on each server, to verify that the
server is operational. The default port that is monitored is HTTP (Port 80), however, on
servers that do not respond to such, monitoring is performed via another port. Available
monitoring ports are HTTP, SMTP, FTP, and PING. The customer may request that a specific
port is monitored, rather than the BurstNET™ default selection.
Monitoring of multiple ports may be available at an additional cost. If a server fails to
respond to the monitored port, BurstNET™ will attempt to check the status of the server
via another port. BurstNET™ will automatically reboot servers that fail to respond after
a second tested port fails. If the second tested port responds properly, BurstNET™ will
attempt to log into the server to restore/restart service on the initial failed port that was
being monitored. It is the client.s responsibility to update BurstNET™ any time that the
root password is changed on a server, otherwise BurstNET™ will be unable to restore/restart
failed monitored services automatically, and will not be held liable for failing to do such.
The following services are not included in BurstNET™ managed support, however,
are available as .Abnormal Support. billed at a rate of $65/hour:
1. Non-supported operating system installation/configuration/troubleshooting.
2. Operating system reinstallation, for reasons other than failed hardware or hacked/compromised software.
3. Custom software installation: BurstNET™ may, at their discretion, assist with custom 3rd party
software installation; however, the software will not be supported past installation.
4. Upgrading hard drives to a different size or type of drive, requiring the transfer of data and/or
operating system and software re-installation.
5. Any and all work performed for non-managed and/or co-location clients.
* Contact BurstNET™ for any item/service not explicitly detailed.
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