Our Server Support. Looking after your servers giving you peace of mind. Document Version Revision Date Feb 2015

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1 Our Server Support Looking after your servers giving you peace of mind. Document Version Revision Date Feb 2015 Telephone Sales and Accounts Technical Support Web Fax Registered office 3rd Floor, Paul Street, London, EC2A 4JU Registered in England and Wales Company Number VAT Number

2 Choosing the right level of support for your server. We re here to look after your servers, so you can focus on growing your business. This guide will explain the levels of support available with your cloud and 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. For your peace of mind, we provide clear service level agreements (SLAs). These SLAs apply to all servers and help you understand what to expect from us. Power Availability - 100% SLA We provide a 100% SLA on power. This means that 100% of the time, your server will be connected to power. We ve put in place a multi- layer power plan to make sure we meet this commitment. In the extremely 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 We provide a 99.95% uptime SLA on network connectivity. This means that 99.95% of the time, your server will be reachable from the outside world and not just from within our datacentres. Most hosting companies guarantee availability of just their own network. Our SLA covers more than that: our reliable network uses multiple providers to automatically provide alternative routes in the event of congestion or turbulence. 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. Hardware Failures Fixed in 1 Hour In the unlikely event that your managed 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 1 hour of the fault developing (or 2 hours after we ve been notified for self-managed servers). In the event that time taken to resolve the hardware failure exceeds 1 or 2 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 1 or 2 hours allowable, up to a maximum credit of 100% of the month s service fees.

3 Server Management Want peace of mind and expert support for your servers? Choose UltraManaged, and we ll become part of your team - constantly watching your servers and taking action to keep them online even before you notice there s a problem. We ll always keep you informed if there are any issues. If your business is servers and you want fine-grained control over every detailed aspect of the operation, then choose self-managed. We ll leave you to get on with it :-) Service Level Comparison Whether you need managed or are capable of managing your own servers, we offer an appropriate support level: Self-Managed Server UltraManaged Server Hardware, Power and Network Support we protect your server in our secure datacentre against fire, flood and theft. we keep it powered and connected to our reliable network 24/7 and we support the hardware Proactive Management peace of mind that we re monitoring your server 24/7 and proactively responding if things go wrong, day or night. Operating System Support we look after your operating system so you don t have to - keeping it up-to-date and secure against latest threats Help with your Applications we ll help you with the applications running on your server The table on the next page compares the service levels in more detail. What if your requirements are something more bespoke? 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 bespoke quotation.

4 FEATURE SELF-MANAGED SERVER ULTRAMANAGED SERVER Service Level Agreements Power Availability SLA 100% Network Availability SLA 99.95% Hardware swap-out guarantee Obtaining Support 24/7 support by phone or helpdesk ticket through our support site Dedicated, named Account Manager Who s responsible for what? Replacement within 2 hours, day or night. Included for all customers. Included for all customers. Replacement within 1 hour, day or night. Responsibility for operating system (OS) management Customer Melbourne Responsibility for applications on the server Customer Customer, with assistance from Melbourne Dedicated Service Runbook setup for customer? Not included Yes, including documentation of emergency contacts and procedures, so that proactive monitoring and maintenance can be performed by Melbourne s support team. Hardware Support Monitoring of server hardware failures Hardware swap-out guarantee Server hardware upgrades Operating System Support Customer responsible. Reactive investigation by Melbourne after notification via helpdesk ticket or phone call. Replacement within 2 hours, day or night. Within 2 working days of order (subject to stock availability). Proactive monitoring, notification and swap-out by Melbourne. Replacement within 1 hour, day or night Within 1 working day of order (subject to stock availability). Initial operating system Installation Free of charge. Free of charge. Initial operating system configuration and migration assistance Not included. Assistance can be provided at standard ad hoc management rates. Included, up to a maximum of 1 hour. We ll either migrate your application(s) or help you to migrate them. Additional time charged at 40 per half hour. Operating system reinstall 35 charge. Free of Charge 1 Automated security patching of operating system Additional Services Not included. Patches can be applied on request at standard ad hoc management rates Included, according to custom schedule defined in runbook. DNS hosting on our nameservers Included, unlimited zones 1. Self-managed. Included, unlimited zones 1. Self-managed or Melbournemanaged.

5 Monitoring of your server Not included 24/7 monitoring of services (including ping, http, smtp etc requests). We re instantly notified of an alert and will perform corrective action in accordance with your Service Runbook. Proactive response to server Issues Not included We ll respond to both hardware and operating system faults which result in your server becoming unresponsive. Monitoring your server s health Not included Included on CPU, memory and disk space usage, with proactive notifications when critical thresholds are exceeded (e.g. free disk space is below 5%) Ultra Vault tm Disaster Recovery and off-site Managed Backup 4 UltraFire tm Enterprise-class Firewall Ad hoc server management, for OS, applications and security, as listed below. No backup or disaster recovery included. Monthly charge for UltraVault tm license. Customer responsible for setup, ongoing management and restore. Melbourne can set backups at E100 and perform restorations at 250 (per job). Included. Customer is responsible for setting firewall rules through our UltraFire tm web interface. None included. Ad hoc server management available at 50 per half-hour (office hours 2 ) or 100 (out of hours 3 ). Free setup of our disaster recovery and managed backup service, UltraVault tm. Melbourne charge for UltraVault tm license included. Melbourne manage entire process. Included. 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 tm web interface. Included: 30 minutes of assistance per month during office hours 2. Additional ad hoc time available at 40 per half-hour (office hours 2 ) or 80 per halfhour (out of hours 3 ) Office hours 2 assistance can be contracted monthly at 30 per half-hour. 1 fair usage policy applies. 2 Monday Friday :00 (excluding bank holidays). 3 All other times. 4 Backup storage charges apply. Phone us: us: [email protected]. Web: Copyright 2015 Melbourne Server Hosting ltd. Registered Office: Lovell House, Archway, Manchester, M15 5RN