1 Making sure you get the right level of help from us Turing House, Archway, Manchester, M15 5RL tel: fax: e:
2 Choosing the right level of support for your dedicated server. We re here to help you when you need technical assistance with your servers. This guide will explain the levels of support available with your dedicated servers, to ensure that you get the right level of cover from Melbourne. Service Level Agreements We re committed to providing excellent service availability, to give customers a predictable level of service from us. These service level agreements are detailed below. All dedicated servers are covered by these Service Level Agreements (SLAs). Power Availability - 100% SLA Melbourne provides a 100% SLA on power. In the unlikely event that we re unable to meet this target, we ll refund a portion of your monthly bill at the rate of 5% for every additional 15 minutes of downtime. Network Connectivity % SLA Melbourne provides a 99.95% uptime SLA on network connectivity. In the unlikely event that we re unable to meet this target, we ll refund a portion of your monthly bill at the rate of 5% for every additional 15 minutes of downtime. Why is our Network SLA different? Most hosting companies guarantee availability of their own network. This means that your server may be uncontactable from the outside world, but because one of their connectivity providers has failed, their SLA doesn t cover it. Our SLA covers your server s availability from the outside world giving you complete peace of mind that we re covering every eventuality. Two or Four Hour Fix on Hardware Failures In the event that your server s critical hardware fails, to the extent that it is not able to perform its critical duties, we will fix the fault or provide an alternative server, within 2 or 4 hours of the fault developing (depending on your service level). In the event that time taken to resolve the hardware failure exceeds 2 or 4 hours, for any individual incident, a service credit will be made. One full day s credit will be given for each hour of downtime beyond the 2 or 4 hours allowable, up to a maximum credit of 100% of the month s service fees. The period hardware is deemed to be out of service commences when the fault is identified and ends when the server s critical services are operational again or when an alternative temporary server has been provided.
3 Server Management Server management means that Melbourne s server management team become an extension of your own support team. We will pro-actively monitor your servers operating system and hardware, notifying you if there are any issues. The Service Level Comparison details the various ways in which our server management offers you additional coverage and pro-active support. Service Level Comparison Whether you need full support or to be left to manage your servers, we offer an appropriate support level: Self-Managed Server Managed Server UltraManaged Server Hardware, Power and Network Support we look after the datacentre environment, you look after your server s software Proactive Management warm fuzzy feeling that someone else is looking after your server Priority Service even warmer fuzzier feeling that we re going the extra mile for you The table on the next page compares the service levels in more detail. What if the standard Management Packages aren t enough for your application? We re able to offer customised service level and management agreements for complex projects. If you feel this is more appropriately suited to your requirements please contact our sales team to obtain a tailored quotation.
4 What if the standard Management Packages aren t enough for your application? We re able to offer customised service level and management agreements for complex projects. If you feel this is more appropriately suited to your requirements please contact our sales team to obtain a tailored quotation. Feature Self-Managed Server Managed Server UltraManaged Server Service Level Agreements Power Availability SLA 100% Network Availability SLA 99.95% Hardware swap-out guarantee Replacement within 4 hours, day or night. Replacement within 4 hours, day or night. Replacement within 2 hours, day or night. Obtaining Support Working hours and telephone Support Out-of-hours emergency support Dedicated, named Account Manager hardware issues only. hardware and emergency operating system issues. Dedicated support Contact Not included Quaterly on-site review with dedicated support contact and Account Manager Responsibility for operating system (OS) management Responsibility for applications on the server Dedicated Service Runbook setup for customer? Hardware Support Not included Customer Customer Not included Melbourne, according to principals set out in the Service Runbook for the customer (see below). Customer, with assistance from Melbourne. Yes, including documentation of emergency contacts and procedures, so that proactive monitoring and maintenance can be performed by Melbourne s technical team. Server hardware failure Free of charge, after notification by customer via emergency ticket. Swap-out within 4 hours. Free of charge, proactively monitored. Swap-out within 4 hours. Free of charge, proactively monitored. Swap-out within 2 hours. Server hardware upgrades Within 3 working days of order (subject to hardware availability). No labour charges for installations. Within 1 working day of order (subject to hardware availability). No labour charges for installations. Within 1 working day of order (subject to hardware availability). Priority Swap-out. No labour charges for installations.
5 Operating System Support Initial operating system installation Initial operating system configuration Not included, up to a maximum of 1 hour., up to a maximum of 2 hours. operating system reinstall Chargeable ( 35) Free of charge, up to once per month. Automated security patching Not included, according to custom schedule set in place. Additional Services Hosted DNS (on our nameservers), unlimited zones 1. Self-managed., unlimited zones 1. Self-managed or Melbourne-managed. Secondary or Primary MX, one domain name., unlimited domain names 1. Server monitoring None included 24/7 monitoring of services (including ping and http requests); engineer notified on failure and will perform corrective action in accordance with your Service Runbook. Proactive fixing Not included On both hardware and operating system faults (proactive OS fixes based on monitoring specified in your Service Runbook ). Threshold monitoring Not included on CPU and disk-space usage, with proactive notifications when thresholds are exceeded. Automated aecurity acans Not included Setup and monitoring of backups Not included Free setup of our managed backup service, UltraVault. Monthly charge for Vault included with unmetered transfer. Backup storage charges apply. Management of firewalling Not included; customer is responsible for setting firewall rules through our UltraFire web interface. Melbourne will consult with customer, recommend firewall rule strategy and implement upon agreement with customer. Customer is also able to amend rules through our UltraFire web interface. Ad-hoc Server Management, for OS, applications and security, as listed in server management expertise section None included. Ad-hoc server management available at 50 per half-hour. 30 minutes of officehours assistance per month. Additional time available at 50 per half-hour. 60 minutes of office-hours assistance per month. Additional time available at 50 per half-hour. 1 fair-usage policy applies. Server Management Expertise Whether you take a Managed Server from us, or you would rather pay for Ad-Hoc Server Management, our managed support team are able to assist with most Windows and Linux server setups.
6 Typical Server Management Tasks Operating system maintenance, troubleshooting and security. Addition/removal of users and groups. File and directory permissions. Application installation, configuration and troubleshooting (support for a selection of popular applications as standard - see below). Code and database performance advice and problem solving. Creation of scripts for backup, housekeeping and miscellaneous tasks. Setting up, managing and advising on DNS, Firewall, VPN and Load balancing (additional charges may apply for hardware devices). Scheduling and performing security audits and penetration testing. 2 Documenting network topology. Consultancy and advice on recommended practice for hosted solutions. Supported Applications Linux: Apache, MySQL, PHP, Perl, Ruby, Ruby On Rails, PostgreSQL, Postfix, Qmail, Exim4, lighttpd, nginx, ProFTPd, vsftpd, Plesk, cpanel. Windows: IIS, MSSQL, MS Access, ASP.Net, Exchange, Apache, PHP, MySQL. This list isn t prescriptive or exhaustive; we have a very experienced support team who have a huge range of skills. If you d like to find out whether we can support your application please call our support team on Scheduling not available for Ad-Hoc management. We re different. In a really over-crowded industry, we feel that what sets Melbourne apart from our competitors, is the fact we care about our customers, we look after our staff, and we provide an incredibly high level of service at an affordable price. Hear it for yourself. We ve commissioned some short videos featuring some of our customers talking about their experiences with Melbourne. Watch them now at To learn more, give us a call on: Turing House, Archway, Manchester, M15 5RL tel: fax: e:
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