Bigstep Server Management Service Details

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1 Bigstep Server Management Service Details Release date: Intro This document provides a reference point for customers regarding the set of services that this covers and more importantly what it does not cover. Table of Contents Troubleshooting versus non-emergency changes/consultancy 3 Plans 3 Scope of activities 4 Enable/Disable Server Management 4 Enterprise Application Stack Support 5 Backup 5 Unsupported Activities 5 Unsupported 5 Security 6 Client s Server Access 6 Release Management Tools 6 Dedicated Admin List of activities 6 Operating Systems Support 8 1

2 Virtualization Support 8 Linux 9 Databases (Linux) 9 Web Servers (Linux) 9 Web DataBase Administration tools 10 Programming Languages (scripts) (Linux) 10 Mail Servers (Linux) 11 Anti-Spam and Anti-Virus (Linux) 11 FTP Server (Linux) 11 Load Balancing (cluster) (Linux) 12 Other software (Linux) 12 Version Control (Linux) 13 Microsoft Windows 13 Databases (Windows) 13 Web Servers (Windows) 13 Programming Languages (Windows) 15 Statistics for web servers (Windows) 15 Mail Servers (Windows) 15 Anti-Virus & Anti-Spam (Windows) 16 FTP Server (Windows) 16 Other (Windows) 16 2

3 Troubleshooting versus non-emergency changes/consultancy There is an important distinction to be made between troubleshooting and non-emergency changes or consultancy services. With the Server management service we offer you peace of mind. Your s will be solved regardless of when they will occur. Our job is to maintain your system so that it does not fail. If it fails, we fix it regardless of how many hours of work this will imply. Each service like Dedicated Servers, Virtual Dedicated Servers (VDS) or cloud will have an SLA contract that we must also satisfy. We believe that 24/7 troubleshooting is essential to achieving that level of SLA. This requires skilled dedicated personnel to be available on call at any time, hence the name of the service. Any other change, of the server, OS, app or pure consultancy is regarded as non-emergency intervention and is subject to a fee depending on the time spent by our personnel. Plans Level 1 Technical Support Availability 24/7/365 Emergency Intervention Time 0h 5m 0s 24/7/365 Monitoring & Alerting Included Scope of work Outside the boundary of the server/vm Cost Free Server/vm-hour Standard Server Management Availability 24/7/365 Emergency Intervention Time Troubleshooting incidents 0h 10m 0s Unlimited 24/7/365 Monitoring & Alerting Included Non-emergency changes/consultancy 2h 0m 0s services included Scope of work Outside the boundary of the client s application Cost (per server(vm)-hour/month) 0.14/ Extra non-emergency changes/consultancy services 39 /30 minutes Enterprise Server Management 3

4 Availability 24/7/365 Emergency Intervention Time Troubleshooting incidents 0h 10m 0s Unlimited 24/7/365 Monitoring & Alerting Included Non-emergency changes/consultancy 10h 0m 0s services included Scope of work Complex enterprise application stack support Cost (per server[vm]-hour/month) 0.69/ Extra non-emergency changes/consultancy services 39 /30 minutes Scope of activities 1. The Level 1 support team will handle all issues not crossing the OS boundary. They will not log into the OS for any operation. 2. The Server Management Team will handle all issues up to the client s application boundary. The purpose of the Server Management Team is to manage the OS and keep the client s application within the parameters specified by the client, if possible. 3. The client s application, his files content, operations, architecture, queries and overall application behavior is the client s own responsibility. Enable/Disable Server Management Team Because managing a server involves understating the client s application, or preparing the server to run the client s application, which can take a long time and a lot of effort, the Server Management service cannot be disabled. 4

5 Enterprise application stack support Enterprise customers often have requirements which are more complex in terms of application entities that need to work together, as well as in terms of specific details such as limits or specific kernel modules. These applications are supported to the extent that we are able to understand the client s infrastructure. This can take time and it is possible that not every request can be implemented. The client must take the time to work with our Server Management team in order for both parties to understand the technology stack and the specific requirements. Backup Backup is a different service than Server Management. It is provided only if the user has acquired a specific backup package. Consult our website [www.bigstep.com] for more information. The following activities are covered through our R1Soft backup solution: Scheduling backups Restoration of one or more files from a backup Complete server restoration from a backup Possibility to backup an external server with the R1Soft Solution. We cannot provide support regarding the installation and of the R1Soft agent on the external server. Unsupported Activities As previously mentioned, the range of responsibility after the application boundary is the client s sole responsibility. This range includes: Debugging programming issues for PHP, Java, Perl or any other programming language Solving non-server issues Architectural issues Script performance issues Also we do not: Compile kernels from source Update operating systems to major versions Unsupported If a specific software is not listed then it is considered unsupported. We can manage unsupported software as well but it usually requires some research 5

6 time and the subsequent management is done with no warranty. If there are s related to the unsupported software, the SLA is not considered to be breached. Security Server and installed services are under the responsibility of the customer. We do not do periodic security s due to the instability this might cause. We do offer a security audit and we can fix the issues but only upon request and are under the same working hours conditions depending on the client s package. The clients should periodically ask for this security audit. Client s Server Access The clients are not allowed to remotely connect to the root/administrator account of a managed server. Custom accounts with limited temporary access can be arranged if required. Release management tools We do not currently support release management or continuous integration tools such as Capistrano, Chef or Puppet, but we can help you choose a method of release that would satisfy the requirements. Clients are encouraged to use a versioning system for any intermediate release system so that releases can be easily reverted. We recommend the simple BlueGreenDeployment 1 pattern. Server Management - List of activities There are four major activity types that we can do for a customer: Installation and default Configuration The and category includes the basic installation of the operating system or software. The basic (default) is also implemented. 1 6

7 By default, software installation is supported only through the standard mechanism of the operating system (yum for CentOS, apt-get for Debian etc.) or via the Control Panel. When a Control Panel is installed, the software installation must be done via the standard mechanism of the Control Panel. Any additional of the operating system or software is classified as an advanced. For example, updating the rules of a Firewall, installing SSL certificates etc. The category includes the monitoring of a via the log files, the search for causes of server overloading, restarting a service, an emergency investigation in case of failure etc. Regarding the installation, the software is supported via the standard mechanism of the operating system or the Control Panel. When the Control Panel is installed, the software must be done via the standard mechanism at the Control Panel. In addition, some activities may be included in more than one category at a time. For example: The migration of a standard server or site: Default Installation or Configuration, Configuration Performance Tuning and Server Optimization. Configuration, Verification and optimization of server's security. Configuration, If the client doesn t know which software he needs to manage, a free evaluation can be made in order to see if we can manage the specific setup. Note: All activities are restricted to the application boundary. No intervention is made onto the code itself under any circumstance unless it is a basic setting in a file. Architectural design is supposed to be done prior to the administration of a site. Nevertheless, we offer counseling within the hours provided if a setup needs to be improved, but only if debugging and is supported for the entire stack of technologies involved. If the application or operating system is not listed, then it is considered unsupported. 7

8 Operating Systems Support Below you will find a list of supported items for dedicated server customers who have opted for our administration packages. The operating systems and software not included in this list should be considered as unsupported. OS Default installation and CentOS/Redhat Ubuntu Debian Windows 2003 Windows 2008 R2 FreeBSD cpanel/whm Parallels Plesk for Linux Parallels Plesk for windows Note: Only minor versions are considered for upgrades. Major version upgrades are considered migrations. Virtualization Support We support the following virtualization platforms, both as standalone servers via the client tools as well as aggregated into private cloud platforms. Hypervisor Default installation and ESX(i) Xen KVM Hyper-V OpenStack 8

9 Linux Databases (Linux) DB Linux Default installation and MySQL PostgreSQL The following s, given as an example, are covered by MySQL: Connection s Privilege Management Replication to a second server database The following s are not covered: Database Optimization Web Servers (Linux) Web Servers (Linux) Default installation and Apache Apache - mod yes yes no yes _bandwidth Apache mod_cgi yes yes no yes Apache mod_mono yes no no yes Apache - mod_perl yes yes no yes Apache mod_ssl Apache mod_suphp Apache - yes no no yes mod_unique_id Apache -.htaccess Apache - SSI 9

10 Apache - suexec Apache - CGI Wrap yes no no yes Apache - MPM Apache - Virtual Host Apache - Tomcat Lighthttpd Web DataBase Administration tools Web DB Admin tools Default installation and Debugging and Comments phpmyadmin yes yes yes no included with cpanel phppgadmin yes no yes no included with cpanel Programming Languages (scripts) (Linux) Programming languages Linux Default installation and Java (JDK) yes no no yes Perl yes no no yes Perl -CPAN PHP PHP- Curl yes no no yes PHP- curl SSL yes no no yes PHP - EAccelerator yes no no yes PHP - ffmpeg PHP - gd yes no no yes PHP- PECL(PEAR) yes no no yes PHP - suhosin yes no no yes PHP - other yes no no yes modules Python yes no no yes Python - modules yes no no yes Ruby (ruby on yes no no yes rails, using mongrel).net (in Mono) yes no no yes 10

11 Mail servers (Linux) Mail Servers Default installation and Exim Postfix Qmail Sendmail Currier-imap Dovecot Imapd Vpopmail Mailman Anti-spam and Anti-virus (Linux) Web mail interfaces and Atmail * Horde IMP* Squirrel Mail Roundcube * The following s, given as an example, are covered: Receiving and sending messages service to send messages generated via a web form installed on the same server Standard Configuration to receive mail (e.g. Microsoft Outlook, Thunderbird) FTP Server (Linux) Ftp server and ProFTPd PureFTPd vsftpd 11

12 Load Balancing (Cluster) (Linux) Load Balancing (Cluster) (Linux) Default installation and Debugging and Comments LVS no yes yes no LVS is outdated and we do not support new installations of it, only existing ones HAproxy Apache (with mod_rewrite) Keepalive DRPD Nginx Other software (Linux) Other software (Linux) and SSH rsync BIND IPTables CSF Firewall NFS Samba yes no no yes Memcached yes yes no yes Redis yes no no yes The following s, given as an example, are covered: Access on command line to the server via SSH Firewall Configurations (IPTables, CSF Firewall) or blocking of IP addresses via the hosts.deny file Domain Names and DNS (A, CNAME, MX, records etc.) 12

13 Version Control (Linux) Version Control and Subversion Git Perforce Microsoft Windows Databases (Windows) Databases and Comments Microsoft SQL Server 2005 Microsoft SQL Server 2008 R2 MySQL Only for a Control Panel ODBC Connector yes no yes yes Web Servers (Windows) Web Server and Comments IIS V. 6, 7, 7.5 IIS - Virtual Hosts IIS - URL Rewrite IIS - Administration Pack IIS - Logging 13

14 IIS - Application Request Routing IIS - Application Warm-Up IIS -AspHTTP IIS - AspImage IIS - AspSmartUpload IIS - ASPupload IIS - Bit Rate Throttling IIS - CDO IIS - Database Manager IIS - Dynamic IP Restrictions IIS - FastCGI IIS - FreeASPupload IIS - FTP Publishing Service IIS- IXSSO IIS - Jet 4.0 IIS - JMail.Net IIS - Live Smooth Streaming IIS - Smooth Streaming IIS - Manager for Remote Administration IIS - MDAC IIS - SEO toolkit IIS -UrlScan IIS - w3jmail IIS - Web Playlists IIS- WebDAV Extension IIS - Windows PowerShell Snap- In Apache 14

15 Apache -FastCGI Apache - Tomcat Programming Languages (Windows) Programming Languages (scripts) and ActivePerl yes no yes yes ActivePerl - yes no yes no modules ASP or ASP.NET yes no yes yes CGI yes no yes yes Java (via JDK) yes no no yes Perl yes no yes yes PHP Python yes no no yes Statistics for Web Servers (Windows) Statistics for webservers and AWStats yes no yes yes Webalizer yes no yes yes Mail Servers (Windows) Mail Servers and IIS Mail Mail Enable 15

16 Anti-Virus & Anti-Spam (Windows) Antivirus Antispam and Parallels Premium Antivirus Kaspersky AV ClamWin yes yes no yes Spam Assassin Horde IMP MailEnable Web Client FTP Server (Windows) FTP Servers and FileZilla IIS FTP Other (Windows) Other and Microsoft DNS Windows Firewall with Security BIND DNS stunnel Active Directory 16

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