Managed Services Definition & Backup Policy

SOFTWARE

Operating System: Glisten Communication will perform the initial installation and security/kernel patches and/or updates of any supported operating system, at no additional cost. Glisten Communication supported operating systems currently include: Fedora Linux 14+, FreeBSD 5+, Windows® Server 2008/2012, Debian Linux 5+, Ubuntu Linux 10+ & CentOS Linux 5+. Re-installation of any server, for reasons other than hardware failure, will be charged a flat rate of $25.00. Glisten Communication will assist with troubleshooting and repairing basic operating system problems for supported operating systems. Glisten Communication may install alternative operating systems, upon client request, which is dealt with on a case by case basis. Support may be limited in regards to alternative operating system setup/configuration, and/or for those clients choosing not to utilize a Glisten Communication supported control panel--regardless of operating system selected. Glisten Communication supported control panels currently include CPanel®, Plesk®, WebSitePanel™, & DirectAdmin™. A flat rate of $9.95 is charged for VPS operating system re-installation, however, VPS clientele have the software tool provided in their VPS management panel to complete this themselves at no cost. Co-Location clientele are charged a flat rate of $25.00 per operating system installation or re-installation.

Control Panel: Glisten Communication will perform the initial installation and test of the supported control panel software for any server ordered with such. If a managed server includes supported control panel software, Glisten Communication will support, to the best of it's ability, control panel related problems and issues. This includes, but is not limited to, support of basic control panel functions (ie: adding/removing accounts, dns functions, password changes, etc?) and limited support of control panel installed 3rd party software (ie: proftpd, pureftpd, mailman, agora). Glisten Communication will not provide support of the control panel software, or any of its? 3rd party software inclusions, regarding issues of software bugs or errors, and such issues should be brought to the attention of the software vendors directly for support. BurstNET is not responsible for web development, non-supported 3rd party software and/or scripts (ie: compatibility, installation, maintenance), and/or ongoing daily administration tasks (ie: setting up new users, email accounts, & domains). Glisten Communication, at it's discretion, may assist with initial custom setup/configuration of the server (ie: setting up new users, email accounts, & domains, and/or software modifications). Glisten Communication will install supported control panels purchased through Glisten Communication, at no additional charge, for Co-Location & External Licensing clientele. Re-Installation of control panels purchased through Glisten Communication for Co-Location & External Licensing clientele, for any reason, will be charged a flat rate of $9.95. Support for control panels purchased through Glisten Communication, for Co-Location & External Licensing clientele, will be billed at a rate of $65/hour. Installation of Glisten Communication supported control panel software requires, and will only be performed on, freshly installed operating systems.

Software Updates/Patches and O/S Upgrades: Glisten Communication will assist, upon request, with control panel updates and security patches on any system running a supported operating system and utilizing a Glisten Communication supported control panel. Glisten Communication supported control panels may automatically update, including their installed 3rd party software, and may be user-configureable whether or not to do such. Glisten Communication may assist with control panel updates and security patches of systems running alternative operating systems, or not utilizing a Glisten Communication supported control panel, dealt with on a case by case basis, at a rate of $65/hour. Glisten Communication will automatically update and patch Virtual Hosting, VPS backend, and Maximum Admin® Fully Managed systems, at it's best discretion. Individual VPS behave and are treated as regular systems in regards to control panel updates and patches, and Glisten Communication will assist, upon request, with control panel updates and security patches on any VPS utilizing a Glisten Communication supported control panel. Glisten Communication may assist with security patches of any VPS not utilizing a Glisten Communication supported control panel, dealt with on a case by case basis, at a rate of $65/hour. Glisten Communication only delivers VPS with supported operating systems installed. Upgrades of operating systems will be dealt with on a case by case basis, and may or may not be subject to a flat $25.00 fee, dependant on complexity of the upgrade, and basis for such. The operating system of a VPS may not be able to be upgraded, and may require a complete re-installation, which may be done for a flat rate of $9.95. Glisten Communication may assist with control panel updates and security patches for Co-Location & External Licensing clientele, dealt with on a case by case basis, at a rate of $65/hour.

HARDWARE

Maintenance and Replacement: If any hardware component on a Glisten Communication supplied system fails, Glisten Communication will replace it free of charge, within timeframes specified in the Service Level Agreement (SLA). All operating systems, supported and non-supported, as well as software/configurations installed prior by Glisten Communication, will be re-installed at no additional cost to the client, in the case of failed hardware. For information regarding system restoration beyond the operating system and software/configurations, please see the section in this document entitled Data Recovery/Backups.

Hardware Upgrades: Information on installation/setup fees and/or monthly fees for hardware upgrades is available on the specific product page on the Glisten Communication website and/or via the Glisten Communication online ordering system. Upgrading hard drives to a different size or type of drive, requiring the re-installation of the operating system and software/configurations, and the transfer of data from the old system/drive(s), will be billed at a rate of $65/hour.

DATA RECOVERY/BACKUPS

Glisten Communication always recommends purchasing backup storage/service with any and all systems/services. Clients may purchase backup drives and/or backup storage and perform their own backups--with or without Glisten Communication or control panel supplied backup software enabled, or may purchase a managed backup solution from Glisten Communication.

Hardware Failure: All operating systems, supported and non-supported, as well as software/configurations installed prior by Glisten Communication, will be re-installed at no additional cost to the client, in the case of failed hardware.

If backup storage does not exist, Glisten Communication will re-install the operating system and software/configurations previously installed by Glisten Communication, on a new hard drive, and attempt to leave the defective drive in place for the customer to retrieve/restore data--for up to 72 hours after re-installation.

If a backup storage exists, and the client was performing their own backups--with or without Glisten Communication or control panel supplied backup software enabled on the backup storage, Glisten Communication will re-install the operating system and software/configurations previously installed by Glisten Communication, on a new hard drive, and attempt to leave the backup drive and/or defective drive in place for the customer to retrieve/restore data--for up to 72 hours after re-installation. Glisten Communication at it's discretion, may assist with data restoration at a rate of $65/hour.

If a managed backup solution exists, and Glisten Communication or control panel supplied backup software was enabled, Glisten Communication will re-install the operating system and software/configurations previously installed by Glisten Communication, on a new hard drive, and will assist with restoration of the system data, at no additional charge. Glisten Communication always recommends purchasing our optional Remote Backup services.

Glisten Communication cannot guarantee full, or even partial, recovery of data from a failed drive, but will work to the limit of their abilities to restore data from the failed hardware, based on defined policy and procedure. Client may purchase a defective drive from Glisten Communication, at reasonable market prices, and have the drive shipped to them, or to a data recovery company, at their expense with a minimal handling fee.

Software Failure and Hacked/Compromised Operating Systems: Operating system re-installation by Glisten Communication will be charged a flat rate of $25.00, and assistance with software/configurations and/or data recovery will be billed at a rate of $65/hour, in the case of a system suffering software bugs or operating system compromise.

If backup storage does not exist, Glisten Communication will re-install the operating system and software/configurations previously installed by Glisten Communication, on a new hard drive, and attempt to leave the bug-ridden/compromised drive in place for the customer to retrieve/restore data--for up to 72 hours after re-installation.

If a backup storage exists, and the client was performing their own backups--with or without Glisten Communication or control panel supplied backup software enabled on the backup storage, Glisten Communication will re-install the operating system and software/configurations previously installed by Glisten Communication, on a new hard drive, and attempt to leave the backup drive and/or bug-ridden/compromised drive in place for the customer to retrieve/restore data--for up to 72 hours after re-installation. Glisten Communication at it's discretion, may assist with data restoration at a rate of $65/hour.

If a managed backup solution exists, and Glisten Communication or control panel supplied backup software was enabled, will re-install the operating system and software/configurations previously installed by Glisten Communication, on a new hard drive, and will assist with restoration of the system data, at no additional charge. Managed backup solutions exist automatically for all Glisten Communication Virtual Hosting and VPS clientele, as well as Maximum Admin® Fully Managed clientele, however, Glisten Communication always recommends purchasing additional Remote Backup services as well.

Glisten Communication cannot guarantee full, or even partial, recovery of data from a bug-ridden/compromised system, but will work to the limit of their abilities to restore data, based on defined policy and procedure.

Co-Location clientele are responsible for their own hardware replacement and re-installation of operating system and software/configurations. Operating system re-installation by Glisten Communication will be charged a flat rate of $25.00, and assistance with software/configurations and/or data recovery will be billed at a rate of $65/hour.

Remote Backup clientele are responsible for their own hardware replacement and re-installation of operating system and software/configurations, as well as data recovery. Glisten Communication will supply assistance with connecting to the stored data, to the best of it's ability. Support may be available directly from backup software vendors for their product(s). Glisten Communication at it's discretion, may assist with data restoration at a rate of $65/hour, dealt with on a case by case basis.

Consulting/Networking clientele, utilizing Glisten Communication Remote Backup solutions, will be billed at a rate of $65/hour for hardware replacement work, operating system re-installation, and assistance with software/configurations and/or data recovery. Support may be limited for software/configurations not originally installed/provided by Glisten Communication. If Glisten Communication is not performing data recovery, Glisten Communication will supply assistance with connecting to the stored data, to the best of it's ability. Support may be available directly from backup software vendors for their product(s), or the original vendor/installer of your other software/configurations.

MONITORING

Glisten Communication will monitor a single protocol on each system, to verify that the system is operational. The default protocol that is monitored is HTTP (Port 80), however, on systems that do not respond to such, monitoring is performed via another protocol. Available monitoring protocols are HTTP, SMTP, FTP, SSH, and ICMP(PING). The customer may request that a specific protocol and port is monitored, rather than the Glisten Communication default selection. Monitoring of multiple ports may be available at an additional cost. Fully Managed systems are monitored on multiple protocols, including custom protocols, and may be user-defined. If a server fails to respond to a monitored protocol, Glisten Communication will manually attempt to check the status of the server via another protocol. Glisten Communication will automatically reboot systems that fail to respond after a second tested protocol fails. If the second tested protocol responds properly, Glisten Communication will attempt to log into the system to restore/restart service on the initial failed protocol that was being monitored. Glisten Communication does not charge for reboots to any system on the network.

It is the responsibility of the Client to update Glisten Communication any time that the root password is changed on a system, otherwise Glisten Communication will be unable to restore/restart failed monitored protocols automatically, and will not be held liable for failure to do such. It is the responsibility of the Client to keep access by Glisten Communication monitoring system ip addresses available to their system, and not blocked via firewall, and to notify Glisten Communication any time a port is changed on a monitored protocol or if a protocol disabled. Otherwise Glisten Communication will be unable to provide monitoring services, and will not be held liable for failure to do such. If a protocol is consistently unavailable to the Glisten Communication monitoring system, Glisten Communication may at it's discretion cease monitoring such protocol. In some circumstances, Glisten Communication may override and change the root password to your system, in cases Glisten Communication deems such necessary to correct an urgent issue, or to remedy an AUP/TOS issue.

Internet Connectivity clientele, utilizing Glisten Communication IP Transit or Transport solutions, will be monitored by default via ICMP protocol (PING). It is the responsibility of the Client to maintain power to the Client Premise Equipment (CPE), otherwise Glisten Communication will be unable to monitor and/or restore/restart services reporting errors, and will not be held liable for failure to do such. If Client Premise Equipment (CPE) is consistently unavailable to the Glisten Communication monitoring system, due to client actions or preferences, Glisten Communication may at it's discretion cease monitoring such service.

AUP/TOS ISSUES

Glisten Communication may charge for dealing with AUP/TOS issues, and/or administration work required to prevent such from occuring again in the future. For details on such charges, please review the AUP/TOS policy.

ABNORMAL SUPPORT

Glisten Communication charges a rate of $65/hour for support and/or administration work not included or specified by the terms of this management policy. Support and/or administration work not included or specified by the terms of this management policy, will be performed by Glisten Communication at it's discretion, and dealt with on a case by case basis. Clientele will be informed of such charges in advance, and be required to give authorization to Glisten Communication to proceed with such work.

Phone Support - Glisten Communication provides 24/7/365 phone support to clientele with "Fully Managed" support contracts. Clientele with standard "Basic Managed" support contracts receive phone support for reboots and emergencies ONLY. Phone support provided to "Basic Managed" clientele is deemed "Abnormal Support", and will be billed at a rate of $65/hour. The Sales, Billing, & Customer Service Depts are available via telephone for all clients, during normal scheduled business hours.

Internet Access - BurstNET's® responsibility to IP Transit or Transport clientele ends at the point of circuit handoff. This includes Client Premise Equipment (CPE), as well as router/switching hardware if supplied and managed by Glisten Communication. Abnormal Support provided due to constant client error or misconfiguration of such equipment will be billed at a rate of $65/hour. Glisten Communication will be the sole arbiter as to what constitutes Abnormal Support in such cases. Glisten Communication is not responsible for client's systems or software utilizing such services, but may at it's discretion assist with providing Consulting/Networking services at a rate of $65/hour. In cases of Spam, Spyware, and/or Virus issues, Glisten Communication may find it necessary to suspend service to clientele, until which time such issue is corrrected. Glisten Communication may at it's discretion assist with providing Consulting/Networking services, to assist with cleanup of Spam, Spyware, and/or Virus issues, at a rate of $65/hour.

* Contact Glisten Communication for any item/service not explicitly detailed.

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