The customer will be responsible for everything within the server environment and the general dayto-day running of the server, such as:

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1 Server Management Packages for VPS and Dedicated Servers Customers Unmanaged Server - FREE This is the entry level option and ideal for customers who are experienced in typical Windows or Linux based system administration tasks (or have their own system administrator or in-house IT team) If this is your first time running a VPS/Dedicated Server, you do need to be confident that you are able to fully manage it. Even with a user friendly control panel (Plesk, CPanel etc.) there are still system administration tasks to be carried out along with optimising your server, diagnosing issues and most importantly - keeping it secure! If you do not have the experience or the recourses to do this, then you should either look at our standard Hosting products instead, or if you do need the power and level of customisation a VPS/Dedicated Server provides, then consider adding a management package to it. Details The Dedicated Server/VPS is unmanaged so the customer will be given a new build, the login details for full root or administrator access and Daily.co.uk will ensure there is a network/power feed to the server, maintain the hardware on the host platform (for VPS) and deal with any individual hardware related faults* (for Dedicated Servers). The customer will be responsible for everything within the server environment and the general dayto-day running of the server, such as: General fault diagnosis and trouble shooting Pro-Actively monitoring and restarting services (e.g. database servers, web servers etc.) Applying security updates and patches Updating Control Panels Customising and optimising the server to increase performance Maintaining backups of files and settings Firewall management General user management for sites, etc. If a customer needs assistance from the Daily.co.uk for any typical tasks such as the above, but does not have a server management package, we can provide a quote for a per incident service from our system administrators.

2 Our Support Teams are still available to customers with unmanaged servers for any accounts/billing queries, queries about adding additional servers or add-ons, confirming any potential network faults and general advice where possible. * If any Dedicated Servers customers want to raise a hardware fault issue, it is important that specific findings are provided when contacting our Support Team such as hardware specific error messages, log file output, SMART disk output, hardware temperature sensor reports etc. If an issue is raised by a customer citing hardware to be at fault, but not providing any supporting evidence and our system administrators subsequently find that it is a general user issue, then a per incident management charge would apply for time/services rendered. Server Management: Technical Support per month or 1500 per year This package provides assistance from our Technical Support and System Administration teams for carrying out general tasks on a customer s VPS or Dedicated Server. Typical Tasks are: Creating new sites/users Installing SSL certificates Updating DNS records or Nameservers Adding/Editing Firewall Rules Upgrading server software (e.g. PHP/ASP) Installing new software (depending on compatibility) Interpreting log file entries or error messages Checking server usage/resources If you need Root or Administrator access, then server management is not for you. If we are taking over management of any tasks requiring this level of access then customers would use their standard Control Panels for basic administration of their sites/ s etc. Server Management is also only available on our standard products and builds, so if you have a bespoke Dedicated Server with a custom set-up, non-standard Operating System/Control Panel then management may not be available. Details Server Management is on a per server basis. If any customers have more than one VPS or Dedicated Server then a Server Management package can only be assigned to one, however multiple packages can be purchased Managed Customers would not have root/administrator access to the server (so would not be able to log in via SSH or RDC or use Plesk Power Panel of WHM). Customers would only access the standard customer level control panels (Plesk Panel or CPanel) for administering sites/users.

3 If customers do have a management request requiring root/administrator access (or assistance with general administration): Customers raise a Server Management request via their MyDaily Control Panel detailing the task they want carried out. This request contains security information and the appropriate disclaimers to allow our teams to proceed with the query Once the management ticket arrives, it will be escalated to the appropriate specialists depending on the nature of the query There is a maximum response/turnaround time to the end of the next working day, with typical queries dealt with same day (however server down issues marked as urgent are dealt with as priority) In addition, our teams will perform monthly checks for any new server/control panel updates and apply these as standard (if requiring downtime or non-standard updates, then we will check with the customer first to arrange a suitable time) Please note that we do not set a hard limit for the amount of requests a customer can raise or cap on time spent carrying out tasks, but instead operate a fair usage policy on Server Management, based on average requests that most users raise in a month (typically this around eight requests a month, but does depend on the nature of the request). In any customers do exceed this then we will contact the customer to discuss requirements. Server Management: Server Monitoring 100 per month or 1000 per year This package is only available to customers who already have our Technical Support Server Management Package This add-on is ideal if you are running business critical services and you need to know if something on your server stops working and needs manually restarting. For example, if your Apache/IIS processes stop (meaning your websites go offline) then our 24/7/365 teams are alerted and we can log in to address this. The monitoring is for actual processes on the server. If any customers need to drill down to aspects of individual web sites or programs monitored, then this package is not for them.

4 Details Our teams will set up alerts on your server for the standard ping check (to make sure your server is online). You can then select up to four other services for us to monitor such as: http (to see if your websites are running) Mail (to make sure you server is still available to process ) Database Servers (to ensure MySQL/SQL are running, which may power your websites) Load (is your server using up all its resources that could be making it unresponsive) If any of these processes have a confirmed failure, our on-call teams are alerted who will log into your VPS/Dedicated Server within a maximum of 30 minutes to get the issue addressed. In the rare event the cause is not able to be resolved due to other faults/issues, this will be escalated and the customer will be kept updated. One-Off Administration Tasks Who are these for? These packages are one-off configuration tasks on a VPS or Dedicated Server, so designed for customers who want assistance setting their server up, but do not require ongoing management Who are these not for? These are one-off tasks, so are not for ongoing management. If a customer requires further work, then a new request would need to be purchased Details: Firewall Management - 25 Our teams will set-up and configure the server firewall based on typical rules/requests supplied by the customer. This service is also used if customers inadvertently firewall themselves out of the server and need our teams to gain entry locally to allow access again Install/Upgrade Supported Software - 50 an hour Our teams will install new (or upgrade existing) software that is standard on the server build, such as PHP, ASP, Mail Server etc. along with any updates to the server control panels Install Third Party Software - 75 an hour Our teams will install any third party software on your server, if compatible.

5 Upon receipt of a request, our teams will conduct an initial investigation to see if the software is compatible, if it can be undertaken (or if the customer needs to contact the software vendors) and an estimated duration so a no obligation quote can be provided Privacy/Security Update - 50 Our teams will change the default ports used for ping, SSH and RDC and create a non-standard user for root/administrator. These changes are often very beneficial to protect from random scans from locations trying to randomly detect and brute force your server Configure Status Monitoring Out teams can configure a monitoring service (such as nagios.org), set to monitor common server processes and show results on a webpage. If additional services (such as SMS notifications) are required, we can quote for this. Per-Incident Support - 75 an hour Any other requests can potentially be undertaken by our teams, including tasks listed in our monthly management packages. The hourly price is a guide price ( ), depending on what level of engineer the request will need to be raised with. Upon receipt of a request, our teams will conduct an initial investigation to see if the request can be undertaken and an estimated duration so a no obligation quote can be provided