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Managed Services Defenition & Backup Policy
SOFTWARE
Operating System: Cenvo Hosting will perform the initial installation
and test of any supported operating system, at no additional cost. Cenvo
Hosting supported operating systems currently include: Red HatT Linux 7+,
FreeBSDT 4+, MandrakeT Linux 7+, WindowsT 2000 Server, & WindowsT Server
2003. Cenvo Hosting will install and test, with customer permission, any
and all operating system security and functionality patches, upon customer
request, for Cenvo Hosting 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. Cenvo Hosting 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 CPanelT (.or operating systems that do not support CPanelT), for
configurations that CPanelT would have pre-installed/pre-configured, if the
client would have chosen to install CPanelT.
CPanelT: Cenvo Hosting will perform the initial installation and test of
the CPanelT software for any server ordered with such. If a managed server
includes CPanelT, Cenvo Hosting will support, free of charge, CPanelT
related problems and issues. This includes, but is not limited to, support of
basic CPanelT functions (ie: adding/removing accounts, dns functions, backup
management, etc.) and limited support of CPanelT-installed 3rd party software
(ie: proftpd, pureftpd, mailman, agora). Cenvo Hosting will not provide
support regarding CPanelT, 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 Cenvo Hosting
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 Cenvo
Hosting, 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: 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: Cenvo Hosting 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 Cenvo Hosting, 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 Cenvo Hosting or CPanelT supplied backup software enabled on
the backup drive, Cenvo Hosting will re-install the operating system and
software previously installed by Cenvo Hosting, 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 Cenvo
Hosting or CPanelT supplied backup software was enabled on the backup
drive, Cenvo Hosting will re-install the operating system and software
previously installed by Cenvo Hosting, on a new hard drive, and will assist
with restoration of the CPanelT and/or user data. Cenvo Hosting 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, Cenvo Hosting will
re-install the operating system and software previously installed by Cenvo
Hosting, 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: Cenvo Hosting
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 Cenvo Hosting, 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 Cenvo Hosting or CPanelT supplied backup software enabled
on the backup drive, Cenvo Hosting will re-install the operating system
and software previously installed by Cenvo Hosting, 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 Cenvo Hosting or CPanelT supplied backup software was enabled on the
backup drive, Cenvo Hosting will re-install the operating system and
software previously installed by Cenvo Hosting, on a new hard drive, and will
assist with restoration of the CPanelT and/or user data. Cenvo Hosting
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, Cenvo Hosting will re-install the operating system
and software previously installed by Cenvo Hosting, 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: Cenvo Hosting 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 Cenvo Hosting default selection. Monitoring of multiple ports may be
available at an additional cost. If a server fails to respond to the monitored
port, Cenvo Hosting will attempt to check the status of the server via
another port. Cenvo Hosting will automatically reboot servers that fail to
respond after a second tested port fails. If the second tested port responds
properly, Cenvo Hosting 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 Cenvo Hosting any time that the
root password is changed on a server, otherwise Cenvo Hosting 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 Cenvo Hosting 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: Cenvo
Hosting 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 Cenvo HostingT for any item/service not explicitly detailed.
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