Knowledgebase: Billing/Accounting
Managed Services/Support Policies
Posted by Michael Sasek (Import) on 23 February 2008 03:02 AM
SOFTWARE

Operating System: AABox will perform the initial installation and security/kernel patches and/or updates of any supported operating system, at no additional cost. AABox supported operating systems currently include: Fedoraâ„¢ Linux 1+, FreeBSDâ„¢ 4+, Windowsâ„¢ Server 2003, & CentOSâ„¢ Linux 3+. End-of-life support is still currently being provided for Red Hatâ„¢ Linux 8+ and Windowsâ„¢ Server 2000. Re-installation of any server, for reasons other than hardware failure, will be charged a flat rate of $65.00. AABox will assist with troubleshooting and repairing basic operating system problems for supported operating systems. AABox 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 AABox supported control panel--regardless of operating system selected. AABox supported control panels currently include CPanelâ„¢, Pleskâ„¢, & DirectAdminâ„¢. A flat rate of $9.95 is charged for VPS operating system re-installation. Co-Location clientele are charged a flat rate of $65.00 per operating system installation or re-installation.

Control Panel: AABox 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, AABox 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). AABox 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. BurstNET is 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). AABox, at it's discretion, may assist with initial custom setup/configuration of the server (ie: setting up new users, email accounts, & domains, and/or software modifications). AABox will install supported control panels purchased through AABox, at no additional charge, for Co-Location & External Licensing clientele. Re-Installation of control panels purchased through AABox for Co-Location & External Licensing clientele, for any reason, will be charged a flat rate of $9.95. Support for control panels purchased through AABox, for Co-Location & External Licensing clientele, will be billed at a rate of $65/hour. Installation of AABox supported control panel software requires, and will only be performed on, freshly installed operating systems.

Software Updates/Patches and O/S Upgrades: AABox will assist, upon request, with control panel updates and security patches on any system running a supported operating system and utilizing a AABox supported control panel. AABox supported control panels may automatically update, including their installed 3rd party software, and may be user-configureable whether or not to do such. AABox may assist with control panel updates and security patches of systems running alternative operating systems, or not utilizing a AABox supported control panel, dealt with on a case by case basis, at a rate of $65/hour. AABox will automatically update and patch Virtual Hosting, VPS backend, and Maximum Adminâ„¢ Fully Managed systems, at it's best discretion. Individual VPS behave and are treated as regular systems in regards to control panel updates and patches, and AABox will assist, upon request, with control panel updates and security patches on any VPS utilizing a AABox supported control panel. AABox may assist with security patches of any VPS not utilizing a AABox supported control panel, dealt with on a case by case basis, at a rate of $65/hour. AABox only delivers VPS with supported operating systems installed. Upgrades of operating systems will be dealt with on a case by case basis, and may or may not be subject to a flat $65.00 fee, dependant on complexity of the upgrade, and basis for such. The operating system of a VPS may not be able to be upgraded, and may require a complete re-installation, which may be done for a flat rate of $9.95. AABox 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 $65/hour.

HARDWARE

Maintenance and Replacement: If any hardware component on a AABox supplied system fails, AABox 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/configurations installed prior by AABox, 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: Information on installation/setup fees and/or monthly fees for hardware upgrades is available via the Features Addon Form . 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 $70/hour.

DATA RECOVERY/BACKUPS

AABox always recommends 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 AABox or control panel supplied backup software enabled, or may purchase a managed backup solution from AABox.

Hardware Failure: All operating systems, supported and non-supported, as well as software/configurations installed prior by AABox, will be re-installed at no additional cost to the client, in the case of failed hardware.

If backup storage does not exist, AABox will re-install the operating system and software/configurations previously installed by AABox, 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 AABox or control panel supplied backup software enabled on the backup storage, AABox will re-install the operating system and software/configurations previously installed by AABox, 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. AABox, at it's discretion, may assist with data restoration at a rate of $65/hour.

If a managed backup solution exists, and AABox or control panel supplied backup software was enabled, AABox will re-install the operating system and software/configurations previously installed by AABox, 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 AABox Virtual Hosting and VPS clientele, as well as Maximum Adminâ„¢ Fully Managed clientele, however, AABox always recommends purchasing additional Remote Backup services as well.

AABox 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 AABox, 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 AABox will be charged a flat rate of $70.00, and assistance with software/configurations and/or data recovery will be billed at a rate of $70/hour, in the case of a system suffering software bugs or operating system compromise.

If backup storage does not exist, AABox will re-install the operating system and software/configurations previously installed by AABox, 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 AABox or control panel supplied backup software enabled on the backup storage, AABox will re-install the operating system and software/configurations previously installed by AABox, 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. AABox, at it's discretion, may assist with data restoration at a rate of $70/hour.

If a managed backup solution exists, and AABox or control panel supplied backup software was enabled, will re-install the operating system and software/configurations previously installed by AABox, 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 AABox Virtual Hosting and VPS clientele, as well as Maximum Adminâ„¢ Fully Managed clientele, however, AABox always recommends purchasing additional Remote Backup services as well.

AABox 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 AABox will be charged a flat rate of $65.00, and assistance with software/configurations and/or data recovery will be billed at a rate of $65/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. AABox 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). AABox, at it's discretion, may assist with data restoration at a rate of $70/hour, dealt with on a case by case basis.

Consulting/Networking clientele, utilizing AABox Remote Backup solutions, will be billed at a rate of $70/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 AABox. If AABox is not performing data recovery, AABox 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

AABox 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 AABox default selection. Monitoring of multiple ports may be available at an additional cost. Maximum Adminâ„¢ Fully Managed systems are monitored on multiple protocols, including custom protocols, and may be user-defined. If a server fails to respond to a monitored protocol, AABox will manually attempt to check the status of the server via another protocol. AABox will automatically reboot systems that fail to respond after a second tested protocol fails. If the second tested protocol responds properly, AABox will attempt to log into the system to restore/restart service on the initial failed protocol that was being monitored. AABox does not charge for reboots to any system on the network.

It is the client’s responsibility to update AABox any time that the root password is changed on a system, otherwise AABox 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 AABox monitoring system ip addresses available to their system, and not blocked via firewall, and to notify AABox any time a port is changed on a monitored protocol or if a protocol disabled. Otherwise AABox 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 AABox monitoring system, AABox may at it's discretion cease monitoring such protocol. In some circumstances, AABox may override and change the root password to your system, in cases AABox deems such necessary to correct an urgent issue, or to remedy an AUP/TOS issue.

Internet Access clientele, utilizing AABox Dedicated and High Speed Wireless solutions, will be monitored by default via ICMP protocol (PING). It is the client’s responsibility to maintain power to the Client Premise Equipment (CPE), otherwise AABox will be unable to monitor and/or restore/restart services reporting errors, and will not be held liable for failure to do such. If Client Premise Equipment (CPE) is consistently unavailable to the AABox monitoring system, due to client actions or preferences, AABox may at it's discretion cease monitoring such service.

AUP/TOS ISSUES

AABox may charge for dealing with AUP/TOS issues, and/or administration work required to prevent such from occuring again in the future. For details on such charges, please review the AUP/TOS policy.

ABNORMAL SUPPORT

AABox charges a rate of $70/hour for support and/or administration work not included or specified by the terms of this management policy, including repairing osCMax installations damaged by the customer/end user. Support and/or administration work not included or specified by the terms of this management policy, will be performed by AABox at it's discretion, and dealt with on a case by case basis and billed at $70/hour. Clientele will be informed of such charges in advance, and be required to give authorization to AABox to proceed with such work.

* Contact AABox for any item/service not explicitly detailed.

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