Server Management & Monitoring Quick Guide

2 Server Management & Monitoring - Overview Service Positioning Maximize the reliability and performance of your servers and business applications without adding IT staff. Refocus your IT staff onto more strategic initiatives. EarthLink provides advanced server management and monitoring tools, and our engineers can perform a majority of the system administrator and server management functions that customers might otherwise have to provide themselves. In addition to managing our own EarthLink Cloud servers, we can proactively manage and monitor Customers HP, Dell and other Windows servers at non-earthlink locations. And our technical teams and security experts are poised to handle any issues that might occur not matter what time of day or what day of the year to minimize any impact on your business. Product Description Ability to managed customer s on-premises servers providing four (4) levels of Service - Bronze Support for (EarthLink Cloud Hosting Customers Only) includes: 24/7 NOC Support Proactive Management - EarthLink Infrastructure Silver Support adds: Incident Management Server Set-up including OS installation and FTP accounts Monitor Alert Server Hardware availability alert only Gold (Formerly Basic ) adds: Proactive incident management, remediation and root cause analysis Advanced Monitoring of Server Hardware, Disk, CPU, Memory and Operating System OS Patching Platinum (Formerly Standard ) adds: Proactive Support of Customer-provided Hardware Optional Support of Approved 3 rd Party Software (e.g. SQL, IIS, etc.)

3 Benefits Predictable OPEX: Avoid hiring and training IT staff to manage/monitor servers. Improve application reliability and performance: o EarthLink rapidly identifies and corrects network issues o Keep your business running without interruptions o Better customer experience o Keep employees productive MyLink portal provides real-time visibility of server status Metrics and reports available to improve planning process Redeploy your IT staff to focus them on strategic, business-building initiatives Availability by Server Type Server Type Bronze Silver Gold Platinum EarthLink vcloud Virtual Servers EarthLink Dedicated Server Option Included Optional Optional Optional Included Optional Optional Optional EarthLink Private Cloud Server N/A Included N/A N/A Customer-Owned Servers at Client/3 rd Party Data Centers EarthLink Cloud Disaster Recovery (Replication Server) N/A Included Optional Optional N/A N/A N/A Included Included = Service Level is included/required Optional = Service Level is available for an additional charge N/A = Service Level is not available for that server type

4 Key Features Features Bronze EarthLink vcloud Servers Only Silver Formerly Monitor Only Gold Formerly Basic Platinum Formerly Standard 24x7 Staffed Network Operations Center (NOC) Support EarthLink EarthLink EarthLink EarthLink NOC Incident Management -Receive, Log, Classify & Track - (Reactive) Customer EarthLink EarthLink EarthLink Proactive Incident Management, Remediation & Root Cause Analysis Customer Customer EarthLink EarthLink Proactive Management - EarthLink Infrastructure EarthLink EarthLink EarthLink EarthLink Monitor & Manage Server Set-up including OS installation EarthLink EarthLink EarthLink EarthLink Monitor and Alert - Server Availability Customer EarthLink EarthLink EarthLink Advanced Monitoring and Alerts Customer Customer EarthLink EarthLink Proactive Management of Server and/or OS, includes patching 1 Customer Customer EarthLink EarthLink Asset Tracking (Dashboard via mylink varies by service) EarthLink EarthLink EarthLink EarthLink Private Network Setup EarthLink EarthLink EarthLink EarthLink DNS and IP Addressing/Management Customer EarthLink EarthLink EarthLink NTFS & Shared folder & file permission management Customer Customer EarthLink EarthLink Additional Services PHP Setup, Configuration, and Module Installation Customer Customer EarthLink EarthLink Active Directory Support Customer Customer EarthLink EarthLink Configuration Management Customer Customer Customer EarthLink Proactive Management Customer Server Hardware Customer Customer Customer EarthLink Anti-Virus and Anti-Malware Customer Customer EarthLink Install 3 rd Party Software 1 Customer Customer EarthLink EarthLink EarthLink Monitor and Manage - 3 rd Party Software (includes install and patching 1 ) 1-Subject to availability as shown in the EarthLink Guide to Supported Systems and Software Customer Customer Customer EarthLink

5 Target Market Businesses with three or more on-premises servers running Windows (HP, Dell or IBM) Businesses that have small IT staffs Businesses that desire more IT staff attention to strategic, business-building projects Businesses that have geographically diverse server locations Businesses that have challenges supporting servers 24x7 Businesses where IT is not a core competency Businesses that would experience significant issues or financial loss if their applications were to go down Businesses that are considering moving all or some of their servers to the cloud in near or long-term, and need a combination of public and private-facing cloud environments Customer Profile Potential Buyers Chief Information Officer (CIO) VP/Director of Information Technology VP/Director of Strategic IT Management Chief Technology Officer (CTO) Potential Influencers Chief Executive Officer (CEO) Chief Financial Officer (CFO) VP/Director of Finance Chief Revenue Officer (CRO) Chief Marketing Officer (CMO) Chief Operational Officer (COO) VP/Director of Operations VP/Director of Retail Operations VP/Director of Supply Chain (Sourcing) VP/Director of Investments and Special Operations

6 Probing Questions 1. How do you provide routine monitoring and maintenance for the on-premises servers supporting your business applications? 2. Do you have business applications that are critical to your business and need to be running 24/7? 3. How do you monitor servers and applications on a 24/7 basis during off-hours, weekends and holidays? 4. Do you have servers in multiple locations? Do you have IT staff in all of those locations to support those servers? 5. How do you deal with servers that crash? Are you able to immediately recognize those events and are you able to resolve those issues as quickly as you would like? 6. Do you know how much time your IT staff spends on routine server monitoring and maintenance? 7. Does your IT staff have enough time to work on business building projects? 8. Are you considering moving any servers to the cloud? Have you considered how you will manage on-premises and cloud servers in a cohesive way? No limit on devices included No limit on Services included