Dedicated Server Service Level Agreement
This Some Logic, Inc. Service Level Agreement ("SLA") applies to all dedicated servers. The Client agrees that Some Logic, Inc's internal measurements establish the eligibility for any applicable Performance Credit. In the event that the Client determines that a discrepancy in such measurement exists, Client shall promptly notify Some Logic, Inc. and Some Logic, Inc. and Client will mutually agree upon the validity and accuracy of the measurement, and upon Client's eligibility for any applicable Performance Credits
This SLA may be amended at any time by Some Logic, Inc. Updated copies of the SLA will be located http://www.completehostingsolutions.com/dedicated-servers/sla.php
1. Definitions
1.1 DEFCON 3
("Server Port Monitoring") is defined as the dedicated server participation in the monitoring of services via standard TCP/IP ports. Server Port Monitoring is performed every 3 minutes and a failure is defined as 3 consecutive failures (9 minutes). In the event of a failure if no communication is made with the Technical Support Department the procedures you have outlined will be performed. It the responsibility of server owner to define the action to perform in the event of a failure.This service includes up to 4 Port/Services/Daemons that can be monitored
("Standard Network Based Security") is defined as the overall core network security that Some Logic, Inc. provided every customer. This security is provided on the network level and includes secure router configurations, frequent network scans, and overall knowledge of maintaining a secure network.This service does not imply any server based security, firewalls, DDOS/Attack protection on the server level, or Anti-Virus based protection.24/7/365 Technical Support
("Technical Support") is provided via toll free number, ticket system, and e-mail.All support provided is free of charge pending the server task that is being requested takes less than 10 Minutes.All requests that take greater than 10 minutes are considered a portion of your pre-paid support or charged at $37.50 per 30 minutes.All billable tasks performed require prior approval from client with proper authentication.
("Hard/Soft Manual Reboots in 20 Minutes or less") is defined as your request being processed in 20 minutes or less for server reboot requests.The Some Logic, Inc. Support team prefers the soft/hard reboot system as it preserves overall integrity of hardware and operating systems.The 20 minute turnaround time is defined as the time you place the request until the power or reboot command is issued. In some cases additional time is required by operating system software to perform necessary functions on the server. Best effort is made to make server reboots as quick as possible
("Host Based IDS") is defined as Intrusion Detection Systems that are used to sniff out network packets giving you a good understanding of what is really happening on a server. IDS have the capability of distinguishing different types of network traffic on the same port number. IDS have the ability to drop malicious packets that may cause your network harm. Customers using Linux will be provided with port sentry
("Auto O/S updates and patches") is defined as automatic operating system updates and patches as part of our routine procedures.This will be a part of a schedules update that takes place on a regular basis.As new kernels, security patches, service packs, and hot fixes are released the servers will be updated automatically. Notification of updates are provided when they occur
("Resource Monitoring") is defined as the addition of the dedicated server to our NAGIOS (www.nagios.org) based monitoring system. NAGIOS will monitor the overall disk space, processor utilization, and memory usage with notification when thresholds are exceeded.This service is customized on a per server basis and requires the submission of a "Monitoring Configuration/Procedure" template
("On-Demand Vulnerability Assessments") is a customer initiated request for an in depth security audit of a server.These assessments include deep scans, intrusion detection, reviews of logs files, root check kits, and utilize the a set of tools developed by our level 3 Administrators. Upon completion customer will receive a report, along with suggestion on how to increase security on the server.
("Systems Administrative Service") is defined as advanced technical support for dedicated servers. This support can be used for any number of support and includes server troubleshooting, software configuration, OS configuration, OS reinstalls, and any task that does not fall under the "free support" provided with the server.For various levels of DEFCONS an allotted amount of time is provided. (1 Hour Per Month)
("On-Demand Server Health Check") is defined as a customer initiated request to review the overall health of the server.This can and may include review of memory usage, processor usage, disk space, and general configuration of the server.Server Health Checks allow a Level 3 Administrator to review the overall health of the machine and provide you an opinion, procedures, and overview of the server
("Shared root/administrator access to server") is defined as you maintaining root/administrator access on the server.To participate in this level of DEFON it is required that we maintain on file root/administer access.
1.2 DEFCON 2
("Server Port Monitoring") is defined as the dedicated server participation in the monitoring of services via standard TCP/IP ports. Server Port Monitoring is performed every 3 minutes and a failure is defined as 3 consecutive failures (9 minutes). In the event of a failure if no communication is made with the Technical Support Department the procedures you have outlined will be performed. It the responsibility of server owner to define the action to perform in the event of a failure.This service include up to 6 Port/Services/Daemons that can be monitored.
("Standard Network Based Security") is defined as the overall core network security that Some Logic, Inc. provided every customer. This security is provided on the network level and includes secure router configurations, frequent network scans, and overall knowledge of maintaining a secure network.This service does not imply any server based security, firewalls, DDOS/Attack protection on the server level, or Anti-Virus based protection.
("Technical Support") is provided via toll free number, ticket system, and e-mail.All support provided is free of charge pending the server task that is being requested takes less than 10 Minutes.All requests that take greater than 10 minutes are considered a portion of your pre-paid support or charged at $37.50 per 30 minutes.All billable tasks performed require prior approval from client with proper authentication.
("Hard/Soft Manual Reboots in 20 Minutes or less") is defined as your request being processed in 20 minutes or less for server reboot requests.The Some Logic, Inc. Support team prefers the soft/hard reboot system as it preserves overall integrity of hardware and operating systems.The 20 minute turnaround time is defined as the time you place the request until the power or reboot command is issued. In some cases additional time is required by operating system software to perform necessary functions on the server. Best effort is made to make server reboots as quick as possible.
("Host Based IDS") is defined as Intrusion Detection Systems that are used to sniff out network packets giving you a good understanding of what is really happening on a server. IDS have the capability of distinguishing different types of network traffic on the same port number. IDS have the ability to drop malicious packets that may cause your network harm. Customers using Linux will be provided with port sentry.
("Auto O/S updates and patches") is defined as automatic operating system updates and patches as part of our routine procedures.This will be a part of a schedules update that takes place on a regular basis.As new kernels, security patches, service packs, and hot fixes are released the servers will be updated automatically. Notification of updates are provided when they occur
("Resource Monitoring") is defined as the addition of the dedicated server to our NAGIOS (www.nagios.org) based monitoring system. NAGIOS will monitor the overall disk space, processor utilization, and memory usage with notification when thresholds are exceeded.This service is customized on a per server basis and requires the submission of a "Monitoring Configuration/Procedure" template
("On-Demand Server Health Check") is defined as a customer initiated request to review the overall health of the server. This can and may include review of memory usage, processor usage, disk space, and general configuration of the server.Server Health Checks allow a Level 3 Administrator to review the overall health of the machine and provide you an opinion, procedures, and overview of the server
("On-Demand Security Audit") is defined as a customer initiated request of a Security Audit on the server.Security Audits are comprised of standard tools and basic security scans to review and look for abnormalities on the server.This service does not include the repair, but can include OS patches and upgrades it is determined this will correct or enhance the security on the server
("Systems Administrative Service") is defined as advanced technical support for dedicated servers. This support can be used for any number of support and includes server troubleshooting, software configuration, OS configuration, OS reinstalls, and any task that does not fall under the "free support" provided with the server.For various levels of DEFCONS an allotted amount of time is provided. (3 Hours Per Month)
("Server Anti-virus Protection") is defined as file based anti-virus software that will be installed on the server to protect your server from malicious viruses.Virus definitions will be updated on a monthly basis as well as a full scan of the server will take place. Customer will be provided alerts to any viruses that are found and quarantined
("O/S Hardening Services") is defined as customer initiated request to secure the server with patches, permission tweaks, application scans, and review of log files.A level 3 system administrator will spend time reviewing the configuration of the operating system, applying best practice procedures, and making sure the server is secured to highest degree
("Shared root/administrator access to server") is defined as you maintaining root/administrator access on the server.To participate in this level of DEFON it is required that we maintain on file root/administer access.
1.3 DEFCON 1
("Server Port Monitoring") is defined as the dedicated server participation in the monitoring of services via standard TCP/IP ports. Server Port Monitoring is performed every 3 minutes and a failure is defined as 3 consecutive failures (9 minutes). In the event of a failure if no communication is made with the Technical Support Department the procedures you have outlined will be performed. It the responsibility of server owner to define the action to perform in the event of a failure.This service include up to 8 Port/Services/Daemons that can be monitored
("Standard Network Based Security") is defined as the overall core network security that FastServers.Net provided every customer. This security is provided on the network level and includes secure router configurations, frequent network scans, and overall knowledge of maintaining a secure network.This service does not imply any server based security, firewalls, DDOS/Attack protection on the server level, or Anti-Virus based protection.
("Technical Support") is provided via toll free number, ticket system, and e-mail.All support provided is free of charge pending the server task that is being requested takes less than 10 Minutes.All requests that take greater than 10 minutes are considered a portion of your pre-paid support or charged at $37.50 per 30 minutes.All billable tasks performed require prior approval from client with proper authentication.
("Hard/Soft Manual Reboots in 10 Minutes or less") is defined as your request being processed in 20 minutes or less for server reboot requests.The Some Logic, Inc. Support team prefers the soft/hard reboot system as it preserves overall integrity of hardware and operating systems.The 20 minute turnaround time is defined as the time you place the request until the power or reboot command is issued. In some cases additional time is required by operating system software to perform necessary functions on the server. Best effort is made to make server reboots as quick as possible.
("Host Based IDS") is defined as Intrusion Detection Systems that are used to sniff out network packets giving you a good understanding of what is really happening on a server. IDS have the capability of distinguishing different types of network traffic on the same port number. IDS have the ability to drop malicious packets that may cause your network harm. Customers using Linux will be provided with port sentry.
("Auto O/S updates and patches") is defined as automatic operating system updates and patches as part of our routine procedures.This will be a part of a schedules update that takes place on a regular basis.As new kernels, security patches, service packs, and hot fixes are released the servers will be updated automatically. Notification of updates are provided when they occur.
("Resource Monitoring") is defined as the addition of the dedicated server to our NAGIOS (www.nagios.org) based monitoring system. NAGIOS will monitor the overall disk space, processor utilization, and memory usage with notification when thresholds are exceeded.This service is customized on a per server basis and requires the submission of a "Monitoring Configuration/Procedure" template.
("On-Demand Server Health Check") is defined as a customer initiated request to review the overall health of the server.This can and may include review of memory usage, processor usage, disk space, and general configuration of the server.Server Health Checks allow a Level 3 Administrator to review the overall health of the machine and provide you an opinion, procedures, and overview of the server.
("On-Demand Security Audit") is defined as a customer initiated request of a Security Audit on the server.Security Audits are comprised of standard tools and basic security scans to review and look for abnormalities on the server.This service does not include the repair, but can include OS patches and upgrades it is determined this will correct or enhance the security on the server.
("Systems Administrative Service") is defined as advanced technical support for dedicated servers. This support can be used for any number of support and includes server troubleshooting, software configuration, OS configuration, OS reinstalls, and any task that does not fall under the "free support" provided with the server.For various levels of DEFCONS an allotted amount of time is provided. (5 Hours Per Month).
("Server Anti-virus Protection") is defined as file based anti-virus software that will be installed on the server to protect your server from malicious viruses.Virus definitions will be updated on a monthly basis as well as a full scan of the server will take place. Customer will be provided alerts to any viruses that are found and quarantined.
("O/S Hardening Services") is defined as customer initiated request to secure the server with patches, permission tweaks, application scans, and review of log files.A level 3 system administrator will spend time reviewing the configuration of the operating system, applying best practice procedures, and making sure the server is secured to highest degree.
("No root/administrator access to server") is defined as not having direct root/admin access to the server.In some cases you may be provided with a 2nd level (Reseller) login for creation of accounts.All Administrator level duties will be carried out by the Some Logic, Inc. Support Staff.
("Hardware Based Firewall Protection") is defined as the inclusion of a hardware based firewall for protecting your server.Firewall increase security and properly configured will prevent disaster from occurring. With this service our administrators will configure and maintain the hardware based firewall.
1.2. Some Logic, Inc. Network is defined as the equipment, software, and facilities within the contracted ISP network segment services to which the Some Logic, Inc. servers are connected and collectively utilized by Some Logic, Inc to provide dedicated services
1.3. Service Availability is the total time in a calendar month that the Some Logic, Inc. is available through the Internet, provided that Client has established connectivity. Some Logic, Inc. takes responsibility for the Service Availability within its immediate network segment, and cannot be held liable for problems directly related to an upstream bandwidth provider. TheSome Logic, Inc. Network will be available to clients free of Network Outages for 99.9% of the time.
1.4. Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the services as described in preceding section 1.3, provided the interruption is determined to have been caused by a problem in the immediate Some Logic, Inc. network segment as confirmed by Some Logic, Inc. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. Some Logic, Inc. provides direct support and expertise in any software it directly provides, while any unplanned outages due to third-party software failure are the direct responsibility of the software publisher and not of Some Logic, Inc.
1.5. Scheduled Service Downtime is any Some Logic, Inc. interruption of Managed Services. Scheduled Service Downtime occurs during a Some Logic, Inc. standard server maintenance window, which occurs in conjunction with a 24 hour notice to the Client via electronic communication. Said downtime is coordinated with the Client to the best of Some Logic, Inc's abilities as to align the window of maintenance with the Client's explicit wishes.
1.6. Performance Credit occurs when 99.9% uptime is not met. Some Logic, Inc. will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of the customer's monthly fee). Network downtime is measured from the time a trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.
1.7 Monitoring Service is the service Some Logic, Inc. provides in order to analyze availability of TCP/IP based services and applications through its internal monitoring system. To participate in this, Some Logic, Inc. must have valid administrative access to repair the server in the event of a service or operating system failure.
1.8 Billable System Administration is operation, configuration, performance tuning, security configurations, and any interaction with the operating system or software installed on the server in question that is not already provided within the service plan of the server in question. Support provided to the client that requires Some Logic, Inc. to login to the server can normally be considered Billable System Administration. Fees for said services are billed out at a $37.50.00 minimum charge with hourly rates of $75.
2. Service Downtime Performance Credit
2.1. In the event of Service Downtime in which monthly Service Availability is less than 99.9%, Client will receive a Performance Credit as described in section 1.6 of this document.
3. Service Exclusions
3.1. This SLA does not cover Service Downtime caused by problems in the following:
3,1.1. Client's local area network
3.1.2. Client-provided Internet connectivity or end-user software
3.1.3. Entities inside Client's internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment
4. Service Downtime Exclusions
4.1. The following are excluded from the monthly calculation of Service Availability
4.1.1. Any utilized Scheduled Service Downtime
4.1.2. Any problems beyond the immediate Some Logic, Inc. network segment
4.1.3. Any interruptions, delays or failures caused by Client or Client's employees, agents, or subcontractors, such as, but not limited to, the following:
4.1.3.1. Inaccurate configuration
4.1.3.2. Non-compliant use of any software installed on the server
4.1.3.3. Client initiated server over-utilization
4.1.3.4. Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits
5. Billable System Administration which is defined in section 1.8 includes the following
5.0.1 System Administration of the client's server
5.0.2 Software installations performed by Some Logic, Inc.
5.0.3 Virus and Security Scans of the server
5.0.4 Configuration of the operating system, services provided on the server, and custom software installed on the server
5.0.5 Security auditing and resource management of the server
5.0.6 Patches, upgrades, and service pack installations
6. Server Hardware for Fully Managed, Semi-Managed, and Unmanaged Servers
6.01 Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array
6.0.2 Hardware replacement will occur within 24 hours of the reported problem, Some Logic, Inc. will refund 25% of the monthly fee per additional 24 hours of down time (up to 100% of customer's monthly fee)
6.03 Restoration is defined as returning the server to its original configuration, as per the date the server first went live on the network. If hardware failure causes corrupted operating system, data files, or damaged service configurations, Some Logic, Inc. will restore the system to original state
6.04 Some Logic, Inc. is not responsible for the restoration of data to server. If hardware failure is experienced and subsequent data loss occurs, client is ultimately responsible for data restoration. Some Logic, Inc. shall not be liable for loss of data under any circumstance
6.05 Some Logic, Inc. does not take responsibility for the overall security of servers. If servers are compromised in any way, FastServers.Net reserves the right to immediately audit the server. Our medium to upper-tier dedicated service plans receive monthly security auditing as part of the overall Personal System Administrator's program but security is the responsibility of the client. FastServers.Net reserves the right to cancel service if servers are compromised via the implementation of weak password schemes or via other blatant disregard to simple security measures. A fee of $75 per hour will be incurred in respect to any security related work performed due to any such server being compromised.
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