Service Level Agreement (SLA)
(“Advanced Support”) is defined as advanced technical support for dedicated servers. This support can be used for any number of support services and includes server troubleshooting, software configuration, OS configuration, OS reinstalls, and any task that does not fall under the “free support” provided with the server. For various levels of ServerS a particular amount of time is provided.
(Five Hours Per Month)
(“Server Anti-Virus Protection”) is defined as file based anti-virus software that will be installed on the server to protect your server from malicious viruses. Virus definitions will be updated on a regular basis as well as a full scan of the server in question. Customer will be provided alerts to any viruses that are found and quarantined/eradicated, if requested.
(“Hardware Based Firewall Protection”) is defined as the inclusion of a hardware based firewall for protecting your server. Firewalls increase security and, when properly configured, will prevent certain disasters from occurring. With this service our administrators will configure and maintain a firewalled routing perimeter for the server in question. This service is per request at additional pricing.
1.2 Vanix Hosting.com Network
(“Vanix Hosting.com Network”) is defined as the equipment, software, and facilities within the Vanix Hosting. critical network segments, including Vanix Hosting. contracted connectivity services to which the Vanix Hosting. hosting environments are connected and are collectively utilized by Vanix Hosting. to provide dedicated and co-location services. In total we have 20,000mbits of network connectivity for our Servers. We have 2 x 10 Gbps uplinks for our data center. Each Server in our data center is setup on 100 Mbps, fully-switched port on an edge switch. Each edge switch is then in turn plugged into two separate aggregation switches at 1gbit, with failover redundancy allowing either 1gbit link to fail.
1.3 Service Availability
(“Service Availability”) is the total time in a calendar month that the Vanix Hosting.com critical network segments are available through the Internet, provided that Client has established connectivity. Vanix Hosting. takes responsibility for the Service Availability within its immediate routing perimeters, and cannot be held liable for problems directly related to an upstream bandwidth provider. The Vanix Hosting. critical hosting environments will be available to clients free of complete (minor latency notwithstanding) environment-wide outages for 100% of the time in any given month.
1.4 Service Downtime
(“Service Downtime”) is any unplanned interruption in Service Availability during which the Client is unable to access the services as described in preceding section 1.3, provided the interruption is determined to have been caused by a problem in the immediate Vanix Hosting. network segment as confirmed by Vanix Hosting.. Service Downtime is measured as the total length of time of the unplanned interruption (complete network outage) in Service Availability during a calendar month. Vanix Hosting. provides direct support and expertise in any software it directly provides, while any unplanned outages due to third-party software failure are the direct responsibility of the software publisher/third-party provider, not Vanix Hosting.
1.5 Scheduled Service Downtime
(“Scheduled Service Downtime”) is any Vanix Hosting. interruption of Services. Scheduled Service Downtime occurs during a Vanix Hosting. standard server maintenance window, which occurs in conjunction with a 24 hour notice to the Client via electronic communication. Said downtime is coordinated with the Client to the best of Vanix Hosting. abilities as to align the window of maintenance with the Client’s explicit wishes.
1.6 Performance Credit
(“Performance Credit”) occurs when 100% uptime is not met. Vanix Hosting. will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of the customer’s monthly fee). Network downtime is measured from the time a trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.
1.7 Monitoring Service
(“Monitoring Service”) is the service Vanix Hosting. provides in order to analyze availability of TCP/IP based services and applications through its internal monitoring system. To participate in this, Vanix Hosting. must have valid, administrative access to repair the server in the event of a service or operating system failure.
1.8 Billable System Administration
(” Billable System Administration”) is operation, configuration, performance tuning, security configurations, and any interaction with the operating system or software installed on the server in question that is not already provided within the Server Management plan of the server in question.
2 Service Downtime Performance Credit
2.1 In the event of Service Downtime in which monthly Service Availability is less than 100%, Client will receive a Performance Credit as described in section 1.6 of this document.
3 Service Exclusions.
3.1 This SLA does not cover Service Downtime caused by problems in the following:
- Client’s local area network.
- Client-provided Internet connectivity or end-user software.
- Entities inside Client’s internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment.
- Any predetermined Scheduled Service Downtime.
- Any problems beyond the immediate Vanix Hosting. network segment.
- Any interruptions, delays or failures caused by Client or Client’s employees, agents, or subcontractors, such as, but not limited to, the following:
- Inaccurate configuration.
- Non-compliant use of any software installed on the server.
- Client initiated server over-utilization.
- Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits.
- Problems associated with Operating System, Software, or Applications.
3.2 Billable System Administration which applies to any “advanced support” not covered under the given Server Management Services and defined in section 1.8 includes the following.
- Servers have an specified amount of “advanced hours” that are included. In the event these are exceeded billable system administrations will apply, based on approval from client.
- System Administration of the client’s server.
- Software installations performed by Vanix Hosting.
- Virus and Security Scans of the server.
- Configuration of the operating system, services provided on the server.
- Security auditing and resource management & efficiency of the server.
4 Server Hardware for Dedicated Servers
4.1 Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array.
4.2 Hardware Replacement Guarantees and service levels are defined as applying to servers less than 24 months in production and apply to only the Dell PowerEdge line of servers. Two Hour Hardware Replacement is only available to specific Dell Platforms at our Maidenhead Datacenter.
4.3 Hardware Replacement will occur within two hours of the reported problem, Vanix Hosting. will refund 5% of the monthly fee per additional one hours of down time (up to 100% of customer’s monthly fee).
4.4 Restoration is defined as returning the server to its original configuration, as per the date the server first went live on the network. If hardware failure causes corrupted operating system, data files, or damaged service configurations, Vanix Hosting. will restore the system to its original state however possible.
4.5 Hardware Upgradation:- The cost of the hardware peripherals at the time of ordering the server & on subsequent upgrades would be different. A one time setup fee would be applicable in all cases.
4.6 Vanix Hosting. is not responsible for the restoration of data to server. If hardware failure is experienced and subsequent data loss occurs, client is ultimately responsible for data restoration. Vanix Hosting. shall not be liable for loss of data under any circumstances.
4.7 Vanix Hosting. does not take responsibility for the overall security of servers. If servers are compromised in any way, Vanix Hosting. reserves the right to immediately audit the server. Our medium to upper-tier dedicated service plans receive monthly security auditing, per request, as part of our overall Server managed services program but security is the responsibility of the client. Vanix Hosting. reserves the right to cancel service if servers are compromised via the implementation of weak password schemes, elderly backend application content and scripting, or via other blatant disregard to simple security measures. A fee of £30.00 per hour will be incurred in respect to any security related work performed due to any such server being compromised by negligence on the part of the server owner.
4.8 Server Migration:- If a customer wishes to migrate from one dedicated server to another dedicated server, they would have to go through the 30 (thirty) day notice period for the old server also. The old server would have to be cancelled & a new server order would have to be placed. Data migration would commence only after both the formalities have been completed. There would be no charges for migration of data when it has to be done from one server of Vanix Hosting.com’s network to another server within the same network. Customer charges are applicable for data to be moved into Vanix Hosting.com’s servers. Charges would be applicable on a per – case basis.