Web Drive Limited TERMS AND CONDITIONS FOR THE SUPPLY OF SERVER HOSTING

Transcription

1 Web Drive Limited TERMS AND CONDITIONS FOR THE SUPPLY OF SERVER HOSTING Application of Terms Agreement to these terms requires agreement to Web Drive s Standard Terms & Conditions located online at the following URL. Please download a copy of these terms for your future reference: 1. Server Hosting 1.1. Cloud Service Description The Cloud is an Infrastructure As A Service offering from Web Drive including; virtualized guest servers, storage, backups, firewall and bandwidth available on demand. Web Drive is not responsible for management of guest servers Support a. Web Drive provides support for the Cloud by phone and during business hours. b. After Hours Support is available for the cloud, fees will be payable where Web Drive s Services are not at fault see section 3 for Service Level a The Cloud will be available 99.95% of any calendar month. b A deployment cluster will be available 99.5% per calendar quarter c Availability is determined by Web Drive monitoring. d Service Credits. Credits will be issued at 5% of the affected monthly fees for every hour after the first complete hour of outage outside of the SLA, 1.2. Managed Enterprise Cloud Service Description Managed Enterprise Cloud is a Infrastructure As A Service offering built following Enterprise guidelines for production platforms. It includes; virtualized

2 guest servers, storage and bandwidth. It is combined with a management service which includes; daily Snapshot backup, OS and Standard Software Patching, 24 x 7 Monitoring and response Support a. Web Drive provides support for the Enterprise Cloud by phone and b. Web Drive provides support for the Operating System, Standard Software and any licenses provided by Web Drive. c. Web Drive will carry out small work requests on the server taking no more than 15 minutes d. After Hours Support is available for the Enterprise Cloud, fees will be payable where Web Drive s Services are not at fault see section 4 for Service Level a. The guest server will be available 99.99% of any calendar month. b. Web Drive will provide consistent server performance; no guest server will impact others. c. Service Credits. Credits will be issued at 5% of the affected monthly fees d. The outage is measured from when a Web Drive technician verifies the 1.3. Dedicated Server Service Description Physical server as specified in the commercial terms. The server will be connected to the Internet at 100Mbit per second. Web Drive owns the hardware, is responsible for management of the hardware and replacement of faulty components Support a. Web Drive provides support for Dedicated Servers by phone and b. After Hours Support is available for Dedicated Servers, fees will be payable where Web Drive s Services are not at fault see section 3 for Service Level a. The dedicated server will be available 99.5% in any calendar quarter.

3 b. Service Credits. Credits will be issued at 5% of the affected monthly fees c. The outage is measured from when a Web Drive technician verifies the 1.4. Enterprise Dedicated Server Service Description Enterprise Dedicated Servers are physical servers as specified in the commercial terms. The server will be connected to the internet at 1Gbit per second via dual redundant paths. The server will have redundant power supplies connected to redundant power feeds. Web Drive owns the hardware, is responsible for management of the hardware and replacement of faulty components Support a. Web Drive provides support for Enterprise Dedicated Servers by phone and b. After Hours Support is available for Enterprise Dedicated Servers, fees will be payable where Web Drive s Services are not at fault see section 4 for Service Level a. The Enterprise dedicated server will be available 99.8% in any calendar month. b. Service Credits. Credits will be issued at 5% of the affected monthly fees c. The outage is measured from when a Web Drive technician verifies the 1.5. Dedicated Server Management Service Description Dedicated Server management is OS and Standard Software Patching, 24 x 7 Monitoring and response, business hours support and emergency support of the operating system and standard software Support a. Web Drive provides support for Dedicated Servers by phone and

4 b. Web Drive provides support for the Operating System, Standard Software and any licenses provided by Web Drive. c. Web Drive will carry out work requests on the server taking no more than 15 minutes d. After Hours Support is available for the Dedicated Servers, fees will be payable where Web Drive s Services are not at fault see section 3 for 2. Other Services 2.1. Network Firewall A shared redundant pair of network firewalls. The network firewall will block all traffic in or out of the server/s except where the TCP or UDP port has been specifically allowed. The firewall does not protect against attacks on ports that have been allowed One rule change is included per month. Rule changes will be carried out within 2 business days of the request being submitted Dedicated Firewall Appliance A firewall virtual appliance dedicated to the customer. The functionality of the appliance will change from time to time as specified by the supplier The appliance security updates will be kept up to date by Web Drive Web Drive carry out the initial configuration of the firewall based on the requirements as specified by the customer. It is the customer s responsibility to inform Web Drive if their requirements change and to request the necessary updates to the firewall One change per month is included in the costs, further changes will be carried out as per Web Drive s standard fees CDN The Content Delivery Network is a network of proxy servers around the world caching website and other content. Web Drive is responsible for managing the CDN and ensuring users fetch content from their nearest point of presence on the network File Guardian Offsite Backup File Guardian is and agent based backup service. Files are backed up according to the configuration in the agent. Files are replicated offsite once every 24 hours Back-up storage allocations are per the subscription Licenses Web Drive will provide software licenses to the customer as part of it s services.

5 Licenses provided by Web Drive are to used only on Web Drive server offerings and may not be used on any other servers, copied or otherwise used outside of Web Drive The customer must ensure that they are aware of all relevant license conditions as specified by the vendor Microsoft license conditions are details here <link> 2.6. Colocation Web Drive will house customer devices in their datacenter Unless specified otherwise the client shall receive 1 network port and 1 power connection per device One visit is included per calendar quarter, additional visits will be charged VPN The Virtual Private Network (VPN) Service is a client based secure access service that encrypts traffic between the client and their servers in Web Drive. 3. Support Hours and Fees 3.1. Business hours support is provided from 8:30am until 5:30pm, Monday through Friday, excluding public holidays Web Drive support is accessible 24/7/365 by phone or creating an emergency support ticket from our control panel Business hours labor where applicable is charged in 15 minute blocks at the following hourly rates: L1 Technical Helpdesk - $50 per hour L2 Systems Administrator $100 per hour L3 Engineer $200 per hour Emergency Callout Fee minimum $75 covering first 30 minutes for unmanaged services 3.4. After Hours Support Fees, minimum 30 minutes charged in 15 minute blocks there after: L2 Systems Administrator $200 per hour L3 Engineer $300 per hour