Dedicated Servers for Demanding Solutions

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1 Dedicated Servers for Demanding Solutions I Product Description Managed Hosting, Version 1.0-EN, as of January 1, 2011

2 , Version 1.0-EN, as of January 1, 2011 Managed Hosting serverloft offers dedicated servers to their customers that the customers manage themselves. Moreover, customers can choose from a variety of individual management solutions, and book them for their servers as desired. Some of the solutions can be booked as an addition to the main contract; others require closing an extra contract. For each of the managed hosting products a particular description is available. Managed Support A 24/7 hardware support that guarantees the replacement of a defective component within 4 hours is included with every server product. Moreover, customers have the opportunity to book individual support for each server. The product Managed Support provides the customer with direct support by our system administrators in the timeframe from 7 am to midnight CET. They will give advice and help the customer to solve their server problems. No matter if software installations or improvement of the server configuration, any matters can be discussed directly with our specially trained serverloft staff. The monthly package includes up to two work units (15 min each) per server. Additional units can be added anytime over the phone for the price of 39 Euros. The phone hotline for the product Managed Support can be reached using a separate international number with standard rate. Callers are preferentially connected to our system administrators in order to reduce waiting times to a minimum. 2. Range of Technical Support In order to illustrate the possible range of the enhanced technical support that our experienced system administrators will provide, some examples are given below. These and other services may be carried out in exchange of payment for work units: Database Revision of the current database configuration Setup of an individual monitoring and alarm plan that are perfectly attuned to the application and system Optimization of the MySQL database cluster Configuration of a database replication Detailed performance reports to establish a basis for system optimizations Security Security audit of the serverloft systems according to approved best industry practice Revision of open ports regarding existing weaknesses Configuration or setup of firewalls on serverloft servers Periodic inspection of the serverloft system regarding current security issues Evaluation of system protocols with regard to security issues or possible optimization Monitoring Installation and configuration of a 24/7 monitoring within the scope of Managed Monitoring Configuration of an individual alarm plan Definition of thresholds to avoid system overload Setup of a long term monitoring in order to make a trend analysis of system load and behavior of serverloft systems in live mode

3 , Version 1.0-EN, as of January 1, 2011 Storage Discussion of a suitable storage strategy based on the given requirements Setup of monitoring in order to control the available disk space Measuring of the disk I/O of the system to avoid bottlenecks and to analyze the overall performance Configuration of the product Managed Storage NAS on the customer servers 3. Versions The product Managed Support can be booked as an additional option to each server contract and is available in two versions: Product name Monthly fee Included work units Managed Support L 49 0 Managed Support XL 99 2 Managed Monitoring serverloft has its own Network Operations Center (NOC) that is operating day and night and controls the availability of all important components in the data center. Within the scope of our product Managed Monitoring customers may now profit from this facility. After having booked the product Managed Monitoring the customer will find the option in his panel to setup monitoring services. Thus he can configure the monitoring of his server as desired and make individual settings. Moreover, the customer can decide after what period the support and he himself are informed by text message or . Our technical support team analyzes 24/7 the errors on the customer server and fixes them. If this is not possible for some reason, the customer will be contacted under the emergency number that he stated, so that a solution may be found together with our staff. An unlimited number of services can be monitored. Also the complexity of particular service queries is unlimited. The interval for service queries is predefined to five minutes. If the customer carries out maintenance works, he can configure these in the monitoring tool, so that false alarms are avoided. Our staff will analyze all incoming alarms, so that false alarms or known server-independent errors are excluded. If the customer has given his server access data to our staff, the serverloft system administrators will log on to the server and solve the problem. Afterwards the customer will get an with information on the work that was carried out. If no solution can be achieved, the customer will be contacted by phone in order to solve the problem together. Every error that exceeds the included volume will be billed with 25 Euros per error. An error is counted when the monitoring sends a message to the technical support. An error is always related to a particular system. General errors that are produced by serverloft will not be counted or billed. 2. Versions The product Managed Monitoring can be booked as an addition to every server and is available in two versions: Product name Monthly fee Included errors Managed Monitoring L 49 2 Managed Monitoring XL 99 5

4 , Version 1.0-EN, as of January 1, 2011 Managed Private Network Within 24 hours after the Managed Private Network has been ordered, all of the customer s servers are physically interconnected in the data center. During this process, the respective ports on the switch are ready configured for the desired VLAN. Later, it is possible for the customer to modify the VLAN in the panel as needed and with immediate effect. This means that servers can be added or removed without any further delays due to configuration in the data center. All of a customer s servers are connected to the internal network switch with a second network card in order to enable data exchange between all servers independent of the global network. These particular servers are connected in the same VLAN. Additionally, all switches are interconnected, so that all of a customer s servers in one data center have the option of using the same VLAN. You can determine for each server in the serverloft panel if and in which VLAN it should be. In doing so, you can either select a new VLAN or assign the server to an already existing VLAN. Servers can also be removed from a VLAN anytime. All assignments and changes are carried out in real-time. VLANs are always exclusively used by one serverloft customer and never shared between several customers. There may be different server and port speeds within a VLAN. A later upgrade of port speed is always possible, however, and can be carried out in real-time in the panel. For each VLAN every serverloft customer gets a Class C network with 256 private IP addresses. The IP address range is taken from the private network /16. These IP addresses can be allocated as desired. The available IP addresses are shown in the respective panel area, where it is also possible to make notes of what the IPs are used for. 2. VPN Traffic within the private network is free of charge. serverloft gives you five VPN accounts for each VLAN for free. With those accounts you can dial into an internal network with user name and password and access the servers therein. The VPN server is accessed over a completely independent internet connection so that this access is still possible even if the serverloft network should fail. 2. VPN is established over the PPTP protocol, so that the connection can be setup quickly and easily in Windows, and no additional software is needed. In order to avoid misuse, only connections over SSH or RDP are allowed by the firewall. For each VLAN up to five users (VPN accounts) can be setup for free in the serverloft panel. Each user gets a user name and a password for logging into the internal network. Users can be switched active or inactive in the panel, or deleted if no longer used Configuration For the configuration of the VPN account, one IP from the network /16 is given to the user. This IP will then be the client IP on the system from which the user wants to establish the VPN tunnel. An additional route into the internal network has to be established on the client system. Moreover, it is necessary to set a route on the server into the VPN network. It is not necessary, however, to state a gateway.

5 I Product Description Managed Hosting, Version 1.0-EN, as of January 1, 2011 Since this access is only availablee for administration, only the ports 3389 (Remote Desktop) and 22 (SSH) are possible with the VPN. The server you have to connect to is vpn.serverloft.de eu com. The authentication method for the VPN is MSCHAPv Structure Internet VPN Switch Kundenserver The graphic above illustrates thee setup of an internal network. If a serverloft customer wants to access his internal network via VPN, he connects with PPTP over ann upstream thatt is independentt of the private network to one of the VPN terminal points. All VPN IPs are again a situated in a separate VPN VLAN and come from the network /16. The VPN terminal points run in automatic failover, so that if a VPN terminal point fails, the other VPN terminal point will take over. 3. Versionss The product Managed Private Network is available as an additional option for every server and there are three different versions: : Product name Private Network L Private Network XL Private Network XXL Monthly feee 9,00 19,00 49,00 Bandwidth 10 Mbit/s 100 Mbit/s 1000 Mbit/s Address: BSB Service GmbH Daimlerstrasse Huerth Contact: Phone: Fax: Management: Thomas Strohe Bernhard Vogtland Trade Register: HRB 42945, County Court Cologne Sales Tax-ID:

6 , Version 1.0-EN, as of January 1, 2011 Managed Loadbalancing Local The Managed Loadbalancing solution is designed to route the traffic through a redundant infrastructure of load balancers to achieve an optimal load sharing between all servers. The complete management, administration and maintenance are conducted by the customer in his panel. This service includes the hardware, connection to the serverloft network, and any related services. By booking the product Managed Support, the customer can also be assisted by our serverloft support. To configure a load balancing service, a virtual IP (VIP) needs to be set up on the load balancer, which is publicly accessible. All traffic is addressed to this VIP and gets load balanced to the real servers. There are different load balancing methods available; such as round-robin, or least-connection. Furthermore, safe balancing sessions, e.g. using cookies or read the http header, are possible. The hardware load balancers that serverloft uses all come from established manufacturers and are operated with full redundancy. The products of the Managed Loadbalancing Local series are only limited by the number of maximum connections, but not by the maximum number of connected servers. 2. Versions The product Managed Loadbalancing Local requires a separate contract and is available in three versions: Product name Monthly fee Maximum connections Managed Loadbalancing Local L Managed Loadbalancing Local XL Managed Loadbalancing Local XXL

7 , Version 1.0-EN, as of January 1, 2011 Managed Storage NAS 2. Versions Managed Storage NAS allows customers to use a high performance and fail-safe disk space. The entire administration, configuration and operation is performed by serverloft. This service covers the connection to the storage network and all associated services. Access is realized using the NFS procotol. By booking the product Managed Support, the customer can also be assisted by our serverloft support. The connection of the servers to the Managed Storage NAS requires the product Managed Private Network with up to 1 Gbit/s, which can be booked separately for each server. Managed Storage NAS provides an optimum range of price and performance characteristics to provide a customized solution. Managed Storage NAS uses advanced caching capabilities, which significantly increases I/O performance and minimizes the reaction time of the backend disk arrays. The serverloft Managed Storage NAS is a fully redundant Storage Network. Each component is laid out multiply redundant and designed for maximum availability; from the connectivity of the server, including to the NAS infrastructure, to the NFS heads and Raid controllers with multiple hard drives. The allocation of disk space is determined by the included storage quota of the respective product. It is always possible to upgrade to a larger product. The product Managed Storage NAS is an independent contract that is available in three versions: Product name Monthly fee Quota Bandwidth Storage NAS ONStor L 59,00 50 GB 10 Mbit/s Storage NAS ONStor XL 149, GB 20 Mbit/s Storage NAS ONStor XXL 299, GB 100 Mbit/s

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