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Managed Services Definitions
SOFTWARE
Operating System: FSIWebs™ will perform the initial installation and
security/kernel patches and/or updates of any supported operating
system, at no additional cost. FSIWebs™ supported operating systems
currently include: Fedora™ Core, Windows™ Server 2003, & CentOS™
Linux. End-of-life support is still currently being provided for
Windows™ Server 2000. Re-installation of any server, for reasons other
than hardware failure on a dedicated server, will be charged a flat rate of $125.00. FSIWebs™
will assist with troubleshooting and repairing basic operating system
problems for supported operating systems. FSIWebs™ 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 FSIWebs™ supported control
panel--regardless of operating system selected. FSIWebs™ supported
control panels currently include CPanel™, Plesk™, & Ensim™. Co-Location
clients are charged a flat rate of $125.00 per operating system
installation or re-installation.
Control Panel: FSIWebs™ 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,
FSIWebs™ 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).
FSIWebs™ 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. FSIWebs 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). FSIWebs™, 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). Installation of FSIWebs™
supported control panel software requires, and will only be performed
on, freshly installed operating systems.
Software Updates/Patches and O/S Upgrades: FSIWebs™ will assist, upon
request, with control panel updates and security patches on any system
running a supported operating system and utilizing a FSIWebs™ supported
control panel at a rate of $125/hour. FSIWebs™ supported control panels
may automatically update, including their installed 3rd party software,
and may be user-configurable whether or not to do such. FSIWebs™ may
assist with control panel updates and security patches of systems
running alternative operating systems, or not utilizing a FSIWebs™
supported control panel, dealt with on a case by case basis, at a rate
of $125/hour. FSIWebs™ will automatically update and patch Virtual
Hosting, Fully Managed systems, at it's best discretion. Upgrades of
operating systems will be dealt with on a case by case basis, and may or
may not be subject to a flat $125.00 fee, dependant on complexity of the
upgrade, and basis for such. FSIWebs™ may assist with control panel
updates and security patches for Co-Location & External Licensing
clients, dealt with on a case by case basis, at a rate of $125/hour.
HARDWARE
Maintenance and Replacement: If any hardware component on a FSIWebs™
supplied system fails, FSIWebs™ 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 FSIWebs™, 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: Upgrading hardware or 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 $125/hour.
DATA RECOVERY/BACKUPS
FSIWebs™ 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 FSIWebs™
or control panel supplied backup software enabled, or may purchase a
managed backup solution from FSIWebs™.
Hardware Failure: All operating systems, supported and non-supported, as
well as software/configurations installed prior by FSIWebs™ on FSIWebs™
owned hardware, will be
re-installed at no additional cost to the client, in the case of failed
hardware.
If backup storage does not exist, FSIWebs™ will re-install the operating
system and software/configurations previously installed by FSIWebs™, 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 FSIWebs™ or control panel supplied backup
software enabled on the backup storage, FSIWebs™ will re-install the
operating system and software/configurations previously installed by
FSIWebs™, 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. FSIWebs™, at it's
discretion, may assist with data restoration at a rate of $125/hour.
FSIWebs™ 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 FSIWebs™, 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 FSIWebs™ will be charged a flat rate of
$125.00, and assistance with software/configurations and/or data
recovery will be billed at a rate of $125/hour, in the case of a system
suffering software bugs or operating system compromise.
If backup storage does not exist, FSIWebs™ will re-install the operating
system and software/configurations previously installed by FSIWebs™, 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 FSIWebs™ or control panel supplied backup
software enabled on the backup storage, FSIWebs™ will re-install the
operating system and software/configurations previously installed by
FSIWebs™, 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.
FSIWebs™, at it's discretion, may assist with data restoration at a rate
of $125/hour.
FSIWebs™ 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 clients are responsible for their own hardware replacement
and re-installation of operating system and software/configurations.
Operating system re-installation by FSIWebs™ will be charged a flat rate
of $125.00, and assistance with software/configurations and/or data
recovery will be billed at a rate of $125/hour.
Non-Emergency SUPPORT
FSIWebs™ charges a rate of $125/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 FSIWebs™ at it's
discretion, and dealt with on a case by case basis. Clients will be
informed of such charges in advance, and be required to give
authorization to FSIWebs™ to proceed with such work. This includes but
is not limited to rebooting of any hardware.
Phone Support - FSIWebs™ provides phone support to clients with managed
services support contracts. Clients without managed services support
contracts receive phone support for reboots and emergencies ONLY. Phone
support provided to unmanaged clients is deemed "Non-Emergency Support",
and will be billed at a rate of $125/hour. The Sales, Billing, &
Customer Service Departments are available via telephone for all clients,
during normal scheduled business hours.
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