1 Virtual Private Servers Application Form Guide Internode Pty Ltd ACN: Grenfell St Adelaide SA 5000 PH: (08) FAX: (08) Internode VPS Application Form Guide v 1.0 page 1 of 14
2 Table of Contents Introduction 3 Definition of a Virtual Private Server 3 Internode Virtual Private Servers 3 Virtual Servers and Virtual Data Centres 3 Virtual Data Centre 3 Internet Virtual Data Centre 3 IBC Virtual Data Centre 4 Virtual Data Centre Name 4 Virtual Data Centre Managed Firewall Service 4 Virtual Private Server 4 Internal Server Name 5 Server Connectivity 5 RAM and CPU 5 Disk Space 5 Usage 5 Operating Systems 5 Applications 6 Management and Managed Services 8 Server Management 8 Operating System Layer 9 Application Layer 10 Managed Services 10 Backup Service 11 Internode VPS Application Form Guide v 1.0 page 2 of 14
3 Introduction Introduction Definition of a Virtual Private Server A virtual private server (VPS, also referred to as Virtual Dedicated Server or VDS) is a method of dividing underlying hardware server resources into virtual servers, where resources can be allocated in a way that does not directly reflect the underlying hardware. Each virtual server can run its own full-fledged operating system, applications and each virtual server is an independent environment that can be independently rebooted, stopped, or started. Internode Virtual Private Servers Internode Virtual Private Servers provide a cost-effective and scalable option for customers requiring dedicated server solutions. It delivers the superior bandwidth and high availability benefits of data centre hosting; combined with the flexibility and security of a dedicated device. Key issues of redundancy, firewalling, monitoring, and management of both hardware and operating systems are all addressed as part of this comprehensive solution set. The entire Virtual Private Server infrastructure is located and managed in Australia. This means that there is great connectivity to Australian networks and customers with much faster response times, as traffic does not have to come from (typically) across the Pacific. The platform features IBM hardware with redundant power supplies, fans and dual path fibre channel controllers. Each is connected to fast (15K) SAN storage in RAID configurations with hot Spares. The Storage Area Network features redundant SAN controllers, power supplies and fibre channel switching. The majority of hardware is hosted at the world class Sydney GlobalSwitch Data Centre. This high-end hardware platform operates under VMWare vsphere, delivering powerful virtualisation and automatic host recovery capabilities. The Networking is performed by a state of the art Gigabit Cisco Network capable of IPv6 support. Internode VPS Application Form Guide v 1.0 page 3 of 14
4 Virtual Servers and Virtual Data Centres Every Virtual Private Server exists within a Virtual Data Centre: One Virtual Private Server, it is the sole occupant of one Virtual Data Centre. Multiple Virtual Private Servers, can all reside within one Virtual Data Centre. Virtual Data Centre The analogy is that a Virtual Data Centre is like a physical rack in a data centre. It is possible within the rack to have a single server or several; here servers are Virtual Private Servers. It is also possible to add more servers at a later date if required. Each of the servers within the rack can communicate with each other via unmetered private LAN. Internode offers two styles of Virtual Data Centre: Internet Virtual Data Centre IBC Virtual Data Centre. Internet Virtual Data Centre An Internet Virtual Data Centre (VDC) has the Internet delivered via one connection or interface, and similar to a physical rack it is recommended that this be connected to a firewall. Should a managed firewall option be chosen, the Internet feed is filtered though it offering protection to the entire Virtual Data Centre. Internet Virtual Data Centre s cannot be directly attached to an IBC, and will only be accessible via the Internet. It is important when planning a VDC to calculate any future required number of public IP address, if the intent is to have several VPS in a VDC now or in the future. It is extremely difficult to add more IP addresses once the VDC has been established requiring professional services, and a small outage. Note that when specifying a Virtual Private Server each server will have an Internet usage plan. During provisioning, this quota will be added to the total usage from all other VPS within this VDC and added to the usage available or the Virtual Data Centre. IBC Virtual Data Centre IBC Virtual Data Centres have an IBC service delivered to them as one interface. All servers within this Virtual Data Centre are then accessible via the IBC. If Internet access is required to a VPS that connects via an IBC Virtual Data Centre, the Internet must be connected via the IBC network. Typically this is a 100 Mbps connection directly to the IBC core. IP addressing is not as important with an IBC VDC as these will be private IP numbers and a /24 range is allocated, delivering approximately 250 usable addresses. If you are interested in more information about IBC s with a VPS, please contact the Internode Business Sales Team, your Account manager, or call 13 NODE ( ). Virtual Data Centre Name Ordering a VDC requires it to be named. This is used for administration purposes and when ordering further or future servers that are to be added to the VDC. Remember, all VPS within a single VDC can communicate with each other via a private network with no traffic usage charges. There is no limit to the number of VDC s you can have, so if you wish to have multiple independent VPS then you can create a new VDC for each. There s no additional cost in doing this. It is important to understand though if this is the case, then the only way for VPS s to communicate with each other is via the Internet or via the IBC connections. Internode VPS Application Form Guide v 1.0 page 4 of 14
5 Virtual Data Centre Managed Firewall Service It is highly recommended that if you are going to connect you VPS to the Internet also obtain a firewall service for your VDC. Remembering that IBC VDC s do not have direct access to the Internet except through their IBC, so a Managed Firewall service is not required. Managed Firewall services have predefined rule sets that are applied, along with management services that are enabled by default based on the type of operating system chosen. The management services enabled by default are port 3389 terminal Services for Windows Operating Systems and port 21 SSH for Unix Operating Systems. There are three Managed Firewall service offerings: Shared Firewall Service The shared firewall service is provided from a high availability firewall cluster configured to operate in a multi-tenanted environment without compromising on security. It offers a transparent routed service but does not offer either VPN Client or IPSec VPN. Up to two predefined rule sets can be selected, these are more about the functionality of the services within the VDC. Dedicated Firewall Service A firewall dedicated to the VDC offering either NAT or Transparent routed services and includes both VPN Client and IPSec VPN capabilities. Ensure that you supply your firewall rule set requirement with your application form. High Availability Firewall Service Offers the same as a dedicated firewall, also includes an OSPF/HSRP redundant Uplink. If managed server option (Level 2 and above) is being provided for any VPS then the following rule sets are automatically applied, which allow Internode engineers access to various service to provide the management: TCP 3389 Terminal Services Various Backup Service UDP 161 SMNP TCP 21 SSH UDP 623 IPMI Ensure that you supply your firewall rule set requirement with your application form. Note: IBC VDC s and servers only have Private connectivity, so please ensure that the IBC VPS Application Form is being used - please contact the Internode Business Sales Team, your Account manager, or call 13 NODE ( ). Internode VPS Application Form Guide v 1.0 page 5 of 14
6 Virtual Private Server The specifications that you configure your server to become dedicated resources allocated to your server, unlike many other VPS offerings where the resources can be shared. This means that if you select 1 CPU core with 1 Gbyte of RAM you get full allocation of the memory and CPU cycles. Internal Server Name This is the Internal Name (commonly known as the host name) that is allocated to the server during the build phase. If nothing is chosen then the default will be local, however most will wish to have Internal names that mean something like database_server. This does not affect the DNS name of the server. An IP address of the server will be supplied that can be used for DNS entries, once the server is built. Server Connectivity When a VDC has Internet connectivity it is possible to have a VPS with Public Connectivity only, Public and Private connectivity, or Private Only connectivity. Note that private in this context is only visible to the equivalent of a private LAN within the VDC, it is not related to IBC. If Private Only is selected then ensure that there is a method to access the server with either another server in the VDC, or with a firewall option capable of offering VPN connectivity. Some Examples: Public Only A webserver that is delivering HTML to the Internet and/or an FTP server that Internet users can copy files onto. Public and Private Best for webservers that use information from a database Private Only Server to generate webpages for delivery to the Internet. Private Only Database servers containing information (some of which might be confidential), and is used by a web server to generate web pages. IBC VDC s and servers only have Private connectivity, ensure that the IBC VPS Application Form is being used - please contact the Internode Business Sales Team, your Account manager, or call 13 NODE ( ). RAM and CPU There is a direct relationship between RAM and the number of CPU cores. The more CPU cores required, the more RAM is included. The more RAM required the more CPU cores are included. Disk Space This is the equivalent to the size of the hard-drive that the server will have access to. Although it is virtualised, distributed across SAN s and not a physical hard drive per user, it is much easier to think of it a physical harddrive. Once a server uses all the available storage, then just like a real hard-drive it is full. When defining the correct storage size remember the operating system. It is strongly recommended that the minimum storage for any Windows OS is 50 GB. Usage Depending on the server connectivity type there are two different types of usage plans available: Internet (Connectivity selections Public Only, Public and Private) Internet connected servers will require an Internet Usage plan, there are many options available ranging from 25 GB up to 1,000 GB. To avoid any excess usage charges ensure that the right plan is selected. It is also important to note Internet usage is measured in both directions (ie total of uploads plus downloads). When an Internet plan is selected for a VPS, that amount of quota is added to the total available quota for the VDC in which the VPS resides. For example if there is a single existing VPS in the VDC with a 50 GB quota, and another VPS with a 75 GB quota is added to the VDC, then effectively the VDC has a 125 GB quota shared across both VPS. Private (Connectivity selection Private Only) Private connected servers will require an Unlimited Private Usage plan, with no excess charges or other limitations on traffic used. This is the only plan available with the IBC VPS Application Form. No direct Internet access is possible with an Unlimited Private Usage plan. Usage information for both connectivity types will be available via your myvps.internode.on.net online portal. Internode VPS Application Form Guide v 1.0 page 6 of 14
7 Operating Systems All servers require an operating system at some point and VPS servers are no different. The operating system provides the functionality of a computer that administrators require, it also allows for the ability of remote management via either SSH or Remote Desktop. There are many operating systems that are available with varying software licenses and management capabilities as displayed in the table below: Operating System License Type Optional Management Windows Server 2003 Web Edition PL Y Windows Server 2003 Standard Edition PL Y Windows Server 2003 Standard Edition SAL SAL Y Windows Server 2003 Data Centre Edition PL Y Windows Web Server 2008 PL Y Windows Server 2008 Standard Edition PL Y Windows Server 2008 Standard Edition SAL SAL Y Windows Server 2008 Data Centre Edition PL Y Small Business Server 2011 Standard SAL SAL Y Small Business Server 2011 Premium SAL SAL Y Windows Server Enterprise PL Y Windows Server Enterprise - SAL SAL Y Red Hat Enterprise Edition PL Y CentOS Linux Operating System GPL Y Ubuntu Linux Operating System GPL N Debian Linux Operating System GPL N The operating systems are available as either 32 or 64 bit with the exception of Windows Server 2003 Web Edition that is only available in 32-bit mode. There are also many different license types depending on the operating system supplier and type of use; a simple overview of the licenses follows: PL: License permits the use of non-authenticated services such as public web application with a database SAL: Required for authenticated services including; Remote Desktop, File and Print, Exchange or Sharepoint. This license is on a per user basis. GPL: GNU General Public License. Note that for Microsoft Operating Systems the Microsoft End User License Agreement terms apply and pricing is subject to change. Microsoft updates License pricing annually (January). It is always important to independently research your requirements and ensure that you are selecting the correct product for your needs. Internode VPS Application Form Guide v 1.0 page 7 of 14
8 Applications In general servers will require more than just an operating system, there will be application requirements as well. Internode can assist here with the installation and optional management of select applications. Each operating system has different capabilities, which can affect the types of applications that can be run. Below is a table that defines combinations of applications for a given operating system that Internode can install on a VPS and optionally manage. This does not restrict custom applications be loaded on a VPS. Note when custom applications are being loaded on the VPS, Internode will not be able to offer Level 3 - Complete Management. Example: You want a Windows Server bit with IIS6, ASP.NET 2.0, ASP.NET 3.0 and SQL Server 2005 Workgroup. This is possible for Internode to Install and optionally offer Complete Management as defined in the first row of the table. Operating System Windows Server 2003 SP2 (Any Edition) Windows Server bit Windows Server 2008 (Any Edition) Windows Server bit (Standard Edition) Small Business Server 2011 (Standard Edition) Minimum 5 users/devices Maximum 75 users/devices Small Business Server 2011 (Premium Edition) Minimum 5 users/devices Maximum 75 users/devices CentOS Linux Distribution x-bit Red Hat Enterprise Edition x-bit Application Builds License Type Optional Management IIS 6 + ASP.NET 2.0, 3.0 PL Y SQL Server 2005 Standard PL Y SQL Server 2005 Workgroup PL Y Sharepoint Server 2007* SAL Y Remote Desktop ( 2 users (SAL s) included for administrative use )* SAL N Microsoft Office SAL Y Microsoft Visio SAL Y All of above mentioned Applications Exchange Server 2007* SAL Y Active Directory* SAL Y All of above mentioned Applications IIS 7 + ASP.NET 2.0, 3.0 PL Y SQL Server 2008 Web PL Y SQL Server 2008 Standard PL Y SQL Server 2008 Workgroup PL Y All of above mentioned Applications Exchange Server 2010* SAL Y Sharepoint Server 2010* SAL Y Includes: Exchange Server 2010 (SP1) Sharepoint Foundation 2010 Windows Server 2008 Standard (R2) Webhosting via IIS All features of Small Business Server Standard SQL Server 2008 (R2) Ability to install Office 2010 Remote Desktop ( 2 users (SAL s) included for administrative use ) LAMP GPL Y Hadoop GPL Y LAMP GPL Y Hadoop GPL Y Ubuntu x-bit LAMP GPL N Debian x-bit LAMP GPL N * Requires Windows SAL licensed Operating System Similar to operating systems, there are many different license types depending on application supplier and type of use; a simple overview of the licenses follows: PL: License permits the use of non-authenticated services such as public web application with a database SAL: Required where authenticated products such as Exchange or Sharepoint are utilised. This license is on a per user basis. GPL: GNU General Public License. Also note that you will need to select all the appropriate software licenses from the Application Form. It is always important to independently research your requirements and ensure that you are selecting the correct product for your needs. Internode VPS Application Form Guide v 1.0 page 8 of 14 SAL SAL Y Y
9 Selecting Exchange Version (if required) There are several different styles of Microsoft s Exchange available, the following table is offered for assistance and as a quick guide. Basic Standard Standard Plus Enterprise Enterprise Plus Personal Mail Folders Personal Contacts Global Address List Personal Domain All features from Basic Shared Folders Shared Calendars Shared Contacts All features from Standard Outlook/Entourage All features from Standard Unified Messaging Compliance Management All features from Enterprise Outlook/Entourage Personal Tasks Shared Tasks Exchange 2007 Anti-Spam Personal Calendar Public Folders Forefront AV Group Scheduling EHS AV/AS Mobile Device Access MAPI Enabled It is always important to independently research your requirements and ensure that you are selecting the correct product for your needs. agement and Managed Services Server Management There are three levels of management that are available and all Virtual Private Servers receive Level 1 Basic management. Depending on your requirements Internode also offer Operating System Management (Level 2) or even a Complete Management solution (Level 3). It is also worth noting that the management levels are accumulative, that is if you opt for Level 3 you also get Level 1 and 2. Level 1 Basic Management (Included) This is included with every server and ensures that the server is functional from the equivalent of a hardware level. All other functions including administration, operating system patching, and application patching are your responsibility. This should be thought of as Internode has built the server and handed the controls to you. Level 2 Operating System Management This level of management offers shared administration rights on the server. Internode is responsible for the patching and monitoring of the operating system; all other management tasks are the responsibility of your system administrator. Included, as part of this management offering is Basic Server Monitoring. Level 3 Complete Management This is the ultimate management level, including operating system and supported application management. Internode retains full administration control over the server and software. For example if a new user account is required a request would be made to Internode. Included, as part of this management is Change Management, Antivirus Software and Updates, Application Patching, 1-hour adhoc professional services per month, and Advanced Server Monitoring. Supported applications include Active Directory, Exchange Server 2007/2010, LAMP Services, and Sharepoint Server 2007/2010 (excluding custom configurations). The following offers a summary of offerings for each of the three management levels. Internode VPS Application Form Guide v 1.0 page 9 of 14
10 Server Management Inclusions Virtualisation Layer Operating System Layer OS License Standard OS Installation OS Patch Deployment OS Support & Recovery Root cause analysis and rectification Service Level 1 Level 2 Level 3 Customer Customer Customer Anti\-virus License and Installation Customer Customer Anti\-virus Update Deployment Customer Customer Application Layer Application Installation* Customer Customer Application Patching Customer Customer Change Management* Customer Customer Application and Database depth monitoring and reporting Customer Customer End User/Customer administrative access Ultra Serve administrative access Managed Services 1-hour of included System Administration Services per month Basic Monitoring Service Option Advanced Monitoring Service Option Option Basic Managed Backup Service Advanced Managed Backup Service Option Option Option * Internode provides these services on a reasonable use basis limited to 1 hours of included works per month, Internode will advise the customer in advance if this is exceeded and if ADHOC System Administration will be chargeable. Internode VPS Application Form Guide v 1.0 page 10 of 14
11 Operating System Layer OS License Supply of requested Operating System license for the use on the service. These licenses are generally provided under a Service Provider style arrangement where licenses are paid for monthly rather than once off, allowing for upgrades and flexibility to incrementally pay for licensing as needed. Standard OS Installation Installation of the base operating system onto the server provided. The operating system will be installed using best practices to ensure that maximum performance, stability and security is delivered. OS Patch Deployment Internode operates a patch management plan to regularly install operating system vendor patch and security fixes. The installation of patches occurs within a regular scheduled maintenance window. OS Support & Recovery Internode will provide support in situations where there has been an issue with the operating system template or operating system configuration. Internode may charge professional services fees for such services. Root cause analysis and rectification Internode will conduct root cause analysis on faults to determine the underlying reason of problems or incidents. Root cause analysis is completed after an incident is resolved. We will recommend and put into place corrective actions to prevent that problem from re-occurring. Anti-virus License and Installation Depending on the OS e.g., Linux, Windows 2003, Windows 2008, etc, we will on request install a market leading anti-virus software package on the server to provide protection against viruses, trojans and other file or system based exploits. Anti-virus Update Deployment The anti-virus service will be configured to automatically update its database with new virus and exploit definitions from the anti-virus vendor. This is generally configured on a weekly basis to reduce the impact on system performance. You will incur a small volume of network traffic for these updates. Internode VPS Application Form Guide v 1.0 page 11 of 14
12 Application Layer Application Installation Internode will provide installation services for applications listed on the supported application sheet. Where advised in advance, Internode may charge professional services for such services. Application Patching Internode will provide patching for Supported application builds on monthly basis, only critical or important patches for the installed version (major release version) of the software are installed. Change Management All requests for changes to the operating system and installed applications will be recorded for the purposes of change management. Application and Database Depth Monitoring and Reporting (Advanced Monitoring) On occasions it is important to see exactly how and application or database is behaving on a VPS. If detailed metrics for the application hosting VPS required then Internode can supply this information on request. End User administrative access You are granted administrative (or root access) to the operating system; and will be responsible for the operating system configuration and application installations. Internode administrative access Internode requires administrative or root access to the operating system to perform management services. When access is permitted to both you and Internode then management of the server is shared. Internodes responsibility will be limited to issues caused by the patching and monitoring of the operating system only. Managed Services System Administration Services Internode provides these services on a reasonable use basis limited to 1 hour of included works per month, Internode will advise you in advance if this is exceeded and if ADHOC System Administration will be chargeable. Server Monitoring The monitoring service provides a simple, automated method to ensure that servers and applications are checked to ensure availability. The monitoring service tests the requested services from a local server within the data centre. It will not alert when external Internet or carrier issues arise. There are two levels of Server Monitoring: Basic Monitoring This features monitoring of basic services such as (PING, HTTP, HTTPS, SMTP) every 5 minutes. Should any one of these services fail three times, an notification will be sent to one contact. Advanced Monitoring This features monitoring of up to 10 services every 5 minutes. Should any one of these services fail three times, an notification will be sent to two contacts, and an SMS notification will be sent to one contact. When Advanced Monitoring is selected then a choice of up to ten services from the following two tables can be chosen, be sure to document your choices in the Additional Information section of the Application form. Internode VPS Application Form Guide v 1.0 page 12 of 14
13 Advanced Monitoring: Port Check Advance Description Protocol Type Notes HTTP TCP:80 TCP Service Check Monitors web server service availability HTTPS TCP:443 TCP Service Check Monitors secure web server service availability Ping ICMP TCP Service Check Checks network connectivity FTP TCP:21 TCP Service Check Monitors file transfer protocol (FTP) server availability SMTP TCP:25 TCP Service Check Monitors outbound mail server availability POP3 TCP:110 TCP Service Check Monitors pop3 mail service availability IMAP TCP:143 TCP Service Check Monitors Imap mail service availability DNS TCP/UDP:53 TCP Service Check Monitors domain name resolution server (DNS) availability MSSQL TCP:2433 TCP Service Check Monitors the Microsoft SQL Server availability MySQL TCP:3306 TCP Service Check Monitors mysql database server availability Secure Shell TCP:22 TCP Service Check Monitors availability of secure file transfer or secure shell (remote administration protocol RDP TCP:3389 TCP Service Check Monitors the availability of Microsoft Remote Desktop Service Advanced Monitoring: Other Checks Description Protocol Type Notes HTTP Content HTTP HTTP Text Search HTTPS Content HTTP HTTPS Text Search This searches for a text string within the html of a specified URL to measure success This searches for a text string within the html of a specified URL to measure success Service Status SNMP OS Check Checks to ensure the status of a system service is "running" Low Disk Space SNMP OS Check Checks all mounted partitions and notifies if disk utilisation drops below 5 High CPU Load SNMP OS Check Checks for high system processing load High Mem Load SNMP OS Check Checks for high system memory utilisation Internode VPS Application Form Guide v 1.0 page 13 of 14
14 Backup Service If using the VPS solution where the data is of value then planning for the worse is always a good idea. Backing up is a great way to ensure that should things go wrong the server and its data can be back up and running in the shortest time possible. Every VPS server has included a daily backup, which occurs between 1 and 5 am. This included service has a 1-day retention policy and allows for either file level or full server restores. Further options for Backup Services are: 7-Day retention policy 30-Day retention policy Simply write in the size of the Storage Space that you selected for your sever in to the Managed Backup section. The formula will allow you to calculate the monthly charge for this service. Please note, restorations are charged at ADHOC Professional Services rates unless the fault is caused by Internode. Description of the back up service File level restores File level restores provide the ability to restore selected files and folders within the virtual machine from a restore point. This process can take a number of hours to complete depending on the size of the virtual machine. Files can be restored directly their original location, be restored to a separate folder within the virtual server, or alternatively can be made available by FTP or ed to you directly in a compressed zip format. Full image restores Point in time snapshots are made of the server when completing the backup, this provides the ability to restore a virtual machine from a restore point (the time the backup was made) replacing the failed or corrupt existing machine. This method provides a fast way to restore services as it preserves all operating system configuration, application configuration and data. Retention Policy Retention policy means that we will keep snapshots or versions of the VM in various states for the retention period. Example if you were on a 7 day retention, and deleted a file 6 days ago, there s hope for you that we can restore from the 7th backup file, even though you deleted it 6 days ago and it s missing from the current image. The backup system actually only backs up the actual data on each VM, not the whitespace of the whole partition, so immediately your backups are smaller than the whole storage volume. For future backups, only changes and file system movements are counted towards the backup. Internode VPS Application Form Guide v 1.0 page 14 of 14
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