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MANAGED SERVICES DEFINITION & BACKUP POLICY
SOFTWARE
Operating System: Host it Planet™ will perform the initial installation and
security/kernel patches and/or updates of any supported operating system, at no
additional cost. Host it Planet™ supported operating systems currently include:
Fedora™ Linux 1+, FreeBSD™ 4+, Windows™ Server 2003, & CentOS™ Linux 3+.
End-of-life support is still currently being provided for Red Hat™ Linux 8+ and
Windows™ Server 2000. Re-installation of any server, for reasons other than
hardware failure, will be charged a flat rate of $65.00. Host it Planet™ will
assist with troubleshooting and repairing basic operating system problems for
supported operating systems. Host it Planet™ 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 Host it
Planet™ supported control panel--regardless of operating system selected. Host
it Planet™ supported control panels currently include CPanel™, Plesk™, &
DirectAdmin™. 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: Host it Planet™ 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, Host it Planet™
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). Host it Planet™ 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. Host it Planet™ 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). Host
it Planet™, 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). Host it Planet™ will install supported
control panels purchased through Host it Planet™, at no additional charge, for
Co-Location & External Licensing clientele. Re-Installation of control panels
purchased through Host it Planet™ for Co-Location & External Licensing
clientele, for any reason, will be charged a flat rate of $19.95. Support for
control panels purchased through Host it Planet™, for Co-Location & External
Licensing clientele, will be billed at a rate of $75/hour. Installation of Host
it Planet™ supported control panel software requires, and will only be performed
on, freshly installed operating systems.
Software Updates/Patches and O/S Upgrades: Host it Planet™ will assist,
upon request, with control panel updates and security patches on any system
running a supported operating system and utilizing a Host it Planet™ supported
control panel. Host it Planet™ supported control panels may automatically
update, including their installed 3rd party software, and may be
user-configurable whether or not to do such. Host it Planet™ may assist with
control panel updates and security patches of systems running alternative
operating systems, or not utilizing a Host it Planet™ supported control panel,
dealt with on a case by case basis, at a rate of $65/hour. Host it Planet™ will
automatically update and patch Virtual Hosting, VPS backend, and Maximum Admin™
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
Host it Planet™ will assist, upon request, with control panel updates and
security patches on any VPS utilizing a Host it Planet™ supported control panel.
Host it Planet™ may assist with security patches of any VPS not utilizing a Host
it Planet™ supported control panel, dealt with on a case by case basis, at a
rate of $65/hour. Host it Planet™ 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. Host it Planet™ 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 Host it Planet™
supplied system fails, Host it Planet™ 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 Host it Planet™, 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 Add-On/Upgrade 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
$65/hour.
DATA RECOVERY/BACKUPS
Host it Planet™ 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 Host it Planet™ or control panel
supplied backup software enabled, or may purchase a managed backup solution from
Host it Planet™.
Hardware Failure: All operating systems, supported and non-supported, as
well as software/configurations installed prior by Host it Planet™, will be
re-installed at no additional cost to the client, in the case of failed
hardware.
If backup storage does not exist, Host it Planet™ will re-install the operating
system and software/configurations previously installed by Host it Planet™, 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 Host it Planet™ or control panel supplied backup
software enabled on the backup storage, Host it Planet™ will re-install the
operating system and software/configurations previously installed by Host it
Planet™, 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. Host it Planet™, at it's discretion, may assist
with data restoration at a rate of $65/hour.
If a managed backup solution exists, and Host it Planet™ or control panel
supplied backup software was enabled, Host it Planet™ will re-install the
operating system and software/configurations previously installed by Host it
Planet™, 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 Host it Planet™ Virtual Hosting and VPS clientele, as well as Maximum Admin™
Fully Managed clientele, however, Host it Planet™ always recommends purchasing
additional Remote Backup services as well.
Host it Planet™ 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 Host it Planet™, 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 Host it Planet™ 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, in the case of a system suffering software bugs or operating
system compromise.
If backup storage does not exist, Host it Planet™ will re-install the operating
system and software/configurations previously installed by Host it Planet™, 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 Host it Planet™ or control panel supplied backup
software enabled on the backup storage, Host it Planet™ will re-install the
operating system and software/configurations previously installed by Host it
Planet™, 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. Host it Planet™, at it's
discretion, may assist with data restoration at a rate of $65/hour.
If a managed backup solution exists, and Host it Planet™ or control panel
supplied backup software was enabled, will re-install the operating system and
software/configurations previously installed by Host it Planet™, 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 Host it Planet™
Virtual Hosting and VPS clientele, as well as Maximum Admin™ Fully Managed
clientele, however, Host it Planet™ always recommends purchasing additional
Remote Backup services as well.
Host it Planet™ 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 Host it Planet™ will be charged a flat rate of $69.00,
and assistance with software/configurations and/or data recovery will be billed
at a rate of $69/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. Host it Planet™ 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). Host it Planet™, at it's discretion, may
assist with data restoration at a rate of $65/hour, dealt with on a case by case
basis.
Consulting/Networking clientele, utilizing Host it Planet™ Remote Backup
solutions, will be billed at a rate of $65/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 Host it Planet™. If Host it Planet™ is not
performing data recovery, Host it Planet™ 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
Host it Planet™ 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 Host it Planet™ default selection. Monitoring of
multiple ports may be available at an additional cost. Maximum Admin™ 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,
Host it Planet™ will manually attempt to check the status of the server via
another protocol. Host it Planet™ will automatically reboot systems that fail to
respond after a second tested protocol fails. If the second tested protocol
responds properly, Host it Planet™ will attempt to log into the system to
restore/restart service on the initial failed protocol that was being monitored.
Host it Planet™ does not charge for reboots to any system on the network.
It is the client’s responsibility to update Host it Planet™ any time that the
root password is changed on a system, otherwise Host it Planet™ 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 Host it Planet™ monitoring system ip addresses available to their
system, and not blocked via firewall, and to notify Host it Planet™ any time a
port is changed on a monitored protocol or if a protocol disabled. Otherwise
Host it Planet™ 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 Host it Planet™ monitoring system, Host it Planet™ may at it's discretion
cease monitoring such protocol. In some circumstances, Host it Planet™ may
override and change the root password to your system, in cases Host it Planet™
deems such necessary to correct an urgent issue, or to remedy an AUP/TOS issue.
Internet Access clientele, utilizing Host it Planet™ 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 Host it Planet™ 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 Host it
Planet™ monitoring system, due to client actions or preferences, Host it Planet™
may at it's discretion cease monitoring such service.
AUP/TOS ISSUES
Host it Planet™ 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
Host it Planet™ charges a rate of $79/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 Host it Planet™ at it's 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 Host it Planet™ to proceed
with such work.
Phone Support - Host it Planet™ provides 24/7/365 phone support to
clientele with "fully managed" support contracts. Clientele with "basic managed"
support contracts receive phone support for reboots and emergencies ONLY. Phone
support provided to "basic managed" clientele is deemed "Abnormal Support", and
will be billed at a rate of $79/hour. The Sales, Billing, & Customer Service
Depts are available via telephone for all clients, during normal scheduled
business hours.
Internet Access - Host it Planet™ 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 Host it Planet™.
Abnormal Support provided due to constant client error or misconfiguration of
such equipment will be billed at a rate of $65/hour. Host it Planet™ will be the
sole arbiter as to what constitutes Abnormal Support in such cases. Host it
Planet™ is not responsible for client's systems or software utilizing such
services, but may at it's discretion assist with providing Consulting/Networking
services at a rate of $65/hour. In cases of Spam, Spyware, and/or Virus issues,
Host it Planet™ may find it necessary to suspend service to clientele, until
which time such issue is corrected. Host it Planet™ may at it's discretion
assist with providing Consulting/Networking services, to assist with cleanup of
Spam, Spyware, and/or Virus issues, at a rate of $65/hour.
* Contact Host it Planet™ for any item/service not explicitly detailed.
Please read our Term of service Tos and note:
Abide by the
rules in order for us to keep giving you
great service As always.
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