SOFTWARE

Operating System: Dedicatedhosting4u.com will perform the initial installation and security/kernel patches and/or updates of any supported operating system, at no additional cost. Dedicatedhosting4u.com supported operating systems currently include: Fedora Linux 14+, FreeBSD 5+, Windows® Server 2008/2012, Debian Linux 5+, Ubuntu Linux 10+ & CentOS Linux 5+. Re-installation of any server, for reasons other than hardware failure, will be charged a flat rate of $25.00. Dedicatedhosting4u.com will assist with troubleshooting and repairing basic operating system problems for supported operating systems. Dedicatedhosting4u.com 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 Dedicatedhosting4u.com supported control panel–regardless of operating system selected. Dedicatedhosting4u.com supported control panels currently include CPanel®, Plesk®, WebSitePanel™, & DirectAdmin™. A flat rate of $9.95 is charged for VPS operating system re-installation, however, VPS clientele have the software tool provided in their VPS management panel to complete this themselves at no cost. Co-Location clientele are charged a flat rate of $25.00 per operating system installation or re-installation.

Control Panel: Dedicatedhosting4u.com 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, Dedicatedhosting4u.com 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). Dedicatedhosting4u.com 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. Dedicatedhosting4u.com 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). Dedicatedhosting4u.com, 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). Dedicatedhosting4u.com will install supported control panels purchased through Dedicatedhosting4u.com, at no additional charge, for Co-Location & External Licensing clientele. Re-Installation of control panels purchased through Dedicatedhosting4u.com for Co-Location & External Licensing clientele, for any reason, will be charged a flat rate of $9.95. Support for control panels purchased through Dedicatedhosting4u.com, for Co-Location & External Licensing clientele, will be billed at a rate of $65/hour. Installation of Dedicatedhosting4u.com supported control panel software requires, and will only be performed on, freshly installed operating systems.

Software Updates/Patches and O/S Upgrades: Dedicatedhosting4u.com will assist, upon request, with control panel updates and security patches on any system running a supported operating system and utilizing a Dedicatedhosting4u.com supported control panel. Dedicatedhosting4u.com supported control panels may automatically update, including their installed 3rd party software, and may be user-configureable whether or not to do such. Dedicatedhosting4u.com may assist with control panel updates and security patches of systems running alternative operating systems, or not utilizing a Dedicatedhosting4u.com supported control panel, dealt with on a case by case basis, at a rate of $65/hour. Dedicatedhosting4u.com 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 Dedicatedhosting4u.com will assist, upon request, with control panel updates and security patches on any VPS utilizing a Dedicatedhosting4u.com supported control panel. Dedicatedhosting4u.com may assist with security patches of any VPS not utilizing a Dedicatedhosting4u.com supported control panel, dealt with on a case by case basis, at a rate of $65/hour. Dedicatedhosting4u.com 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 $25.00 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. Dedicatedhosting4u.com 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 Dedicatedhosting4u.com supplied system fails, Dedicatedhosting4u.com 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 Dedicatedhosting4u.com, 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 on the specific product page on the Dedicatedhosting4u.com website and/or via the Dedicatedhosting4u.com online ordering system. 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

Dedicatedhosting4u.com 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 Dedicatedhosting4u.com or control panel supplied backup software enabled, or may purchase a managed backup solution from Dedicatedhosting4u.com.

Hardware Failure: All operating systems, supported and non-supported, as well as software/configurations installed prior by Dedicatedhosting4u.com, will be re-installed at no additional cost to the client, in the case of failed hardware.

If backup storage does not exist, Dedicatedhosting4u.com will re-install the operating system and software/configurations previously installed by Dedicatedhosting4u.com, 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 Dedicatedhosting4u.com or control panel supplied backup software enabled on the backup storage, Dedicatedhosting4u.com will re-install the operating system and software/configurations previously installed by Dedicatedhosting4u.com, 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. Dedicatedhosting4u.com at it’s discretion, may assist with data restoration at a rate of $65/hour.

If a managed backup solution exists, and Dedicatedhosting4u.com or control panel supplied backup software was enabled, Dedicatedhosting4u.com will re-install the operating system and software/configurations previously installed by Dedicatedhosting4u.com, on a new hard drive, and will assist with restoration of the system data, at no additional charge. Dedicatedhosting4u.com always recommends purchasing our optional Remote Backup services.

Dedicatedhosting4u.com 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 Dedicatedhosting4u.com, 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 Dedicatedhosting4u.com will be charged a flat rate of $25.00, 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, Dedicatedhosting4u.com will re-install the operating system and software/configurations previously installed by Dedicatedhosting4u.com, 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 Dedicatedhosting4u.com or control panel supplied backup software enabled on the backup storage, Dedicatedhosting4u.com will re-install the operating system and software/configurations previously installed by Dedicatedhosting4u.com, 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. Dedicatedhosting4u.com at it’s discretion, may assist with data restoration at a rate of $65/hour.

If a managed backup solution exists, and Dedicatedhosting4u.com or control panel supplied backup software was enabled, will re-install the operating system and software/configurations previously installed by Dedicatedhosting4u.com, 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 Dedicatedhosting4u.com Virtual Hosting and VPS clientele, as well as Maximum Admin® Fully Managed clientele, however, Dedicatedhosting4u.com always recommends purchasing additional Remote Backup services as well.

Dedicatedhosting4u.com 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 Dedicatedhosting4u.com will be charged a flat rate of $25.00, 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. Dedicatedhosting4u.com 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). Dedicatedhosting4u.com 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 Dedicatedhosting4u.com 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 Dedicatedhosting4u.com. If Dedicatedhosting4u.com is not performing data recovery, Dedicatedhosting4u.com 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

Dedicatedhosting4u.com 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 Dedicatedhosting4u.com default selection. Monitoring of multiple ports may be available at an additional cost. 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, Dedicatedhosting4u.com will manually attempt to check the status of the server via another protocol. Dedicatedhosting4u.com will automatically reboot systems that fail to respond after a second tested protocol fails. If the second tested protocol responds properly, Dedicatedhosting4u.com will attempt to log into the system to restore/restart service on the initial failed protocol that was being monitored. Dedicatedhosting4u.com does not charge for reboots to any system on the network.

It is the responsibility of the Client to update Dedicatedhosting4u.com any time that the root password is changed on a system, otherwise Dedicatedhosting4u.com will be unable to restore/restart failed monitored protocols automatically, and will not be held liable for failure to do such. It is the responsibility of the Client to keep access by Dedicatedhosting4u.com monitoring system ip addresses available to their system, and not blocked via firewall, and to notify Dedicatedhosting4u.com any time a port is changed on a monitored protocol or if a protocol disabled. Otherwise Dedicatedhosting4u.com 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 Dedicatedhosting4u.com monitoring system, Dedicatedhosting4u.com may at it’s discretion cease monitoring such protocol. In some circumstances, Dedicatedhosting4u.com may override and change the root password to your system, in cases Dedicatedhosting4u.com deems such necessary to correct an urgent issue, or to remedy an AUP/TOS issue.

Internet Connectivity clientele, utilizing Dedicatedhosting4u.com IP Transit or Transport solutions, will be monitored by default via ICMP protocol (PING). It is the responsibility of the Client to maintain power to the Client Premise Equipment (CPE), otherwise Dedicatedhosting4u.com 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 Dedicatedhosting4u.com monitoring system, due to client actions or preferences, Dedicatedhosting4u.com may at it’s discretion cease monitoring such service.

AUP/TOS ISSUES

Dedicatedhosting4u.com 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

Dedicatedhosting4u.com charges a rate of $65/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 Dedicatedhosting4u.com 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 Dedicatedhosting4u.com to proceed with such work.

Phone Support – Dedicatedhosting4u.com provides 24/7/365 phone support to clientele with “Fully Managed” support contracts. Clientele with standard “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 $65/hour. The Sales, Billing, & Customer Service Depts are available via telephone for all clients, during normal scheduled business hours.

Internet Access – Dedicatedhosting4u.com’s® responsibility to IP Transit or Transport 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 Dedicatedhosting4u.com. Abnormal Support provided due to constant client error or misconfiguration of such equipment will be billed at a rate of $65/hour. Dedicatedhosting4u.com will be the sole arbiter as to what constitutes Abnormal Support in such cases. Dedicatedhosting4u.com 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, Dedicatedhosting4u.com may find it necessary to suspend service to clientele, until which time such issue is corrrected. Dedicatedhosting4u.com 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 Dedicatedhosting4u.com for any item/service not explicitly detailed.