Spacerich (Basic/Minimum, Managed) Server Administration Service Policy
SOFTWARE
Operating System: Spacerich will perform the initial installation and security/kernel patches and/or updates of any supported operating system, at no additional cost. Spacerich supported operating systems currently include: Fedora Linux 1+, FreeBSD 4+, Windows Server 2003, & CentOS Linux 3+. End-of-life support is still currently being provided for Red Hat Linux 8+ and Windows Server 2000. Re-installation of any server, for reasons other than hardware failure, will be charged a flat rate of $75.00. Spacerich will assist with troubleshooting and repairing basic operating system problems for supported operating systems. Spacerich 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 Spacerich supported control panel--regardless of operating system selected. Spacerich supported control panels currently include CPanel, Plesk, & DirectAdmin. However, there will be additional charges (apart from $75 USD) for the unsupported operating system reinstallation.
Control Panel: Spacerich 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, Spacerich 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). Spacerich 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. Spacerich 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). Spacerich, 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). Spacerich will install supported control panels purchased through Spacerich, at no additional charge, for Co-Location & External Licensing clientele. Re-Installation of control panels purchased through Spacerich for Co-Location & External Licensing clientele, for any reason, will be charged a flat rate of $19.95. Support for control panels purchased through Spacerich, for Co-Location & External Licensing clientele, will be billed at a rate of $75/hour. Installation of Spacerich supported control panel software requires, and will only be performed on, freshly installed operating systems.
Software Updates/Patches and O/S Upgrades: Spacerich will assist, upon request, with control panel updates and security patches on any system running a supported operating system and utilizing a Spacerich supported control panel. Spacerich supported control panels may automatically update, including their installed 3rd party software, and may be user-configureable whether or not to do such. Spacerich may assist with control panel updates and security patches of systems running alternative operating systems, or not utilizing a Spacerich supported control panel, dealt with on a case by case basis, at a rate of $75/hour. Spacerich 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 Spacerich will assist, upon request, with control panel updates and security patches on any VPS utilizing a Spacerich supported control panel. Spacerich may assist with security patches of any VPS not utilizing a Spacerich supported control panel, dealt with on a case by case basis, at a rate of $75/hour. Spacerich 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 $75.00 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 $19.95. Spacerich 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 $75/hour.
HARDWARE
Maintenance and Replacement: If any hardware component on a Spacerich supplied system fails, Spacerich 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 Spacerich, will be re-installed at no additional cost to the client, in the case of failed hardware.Hardware Upgrades: Information on installation/setup fees and/or monthly fees for hardware upgrades is available via the Features Add-On/Upgrade Form. 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 $75/hour.
DATA RECOVERY/BACKUPS
Spacerich 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 Spacerich or control panel supplied backup software enabled, or may purchase a managed backup solution from Spacerich.Hardware Failure: All operating systems, supported and non-supported, as well as software/configurations installed prior by Spacerich, will be re-installed at no additional cost to the client, in the case of failed hardware. If backup storage does not exist, Spacerich will re-install the operating system and software/configurations previously installed by Spacerich, 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 Spacerich or control panel supplied backup software enabled on the backup storage, Spacerich will re-install the operating system and software/configurations previously installed by Spacerich, 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. Spacerich, at it's discretion, may assist with data restoration at a rate of $75/hour. If a managed backup solution exists, and Spacerich or control panel supplied backup software was enabled, Spacerich will re-install the operating system and software/configurations previously installed by Spacerich, on a new hard drive, and will assist with restoration of the system data, at no additional charge. Spacerich 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 Spacerich, 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 Spacerich will be charged a flat rate of $75.00, and assistance with software/configurations and/or data recovery will be billed at a rate of $75/hour, in the case of a system suffering software bugs or operating system compromise. If backup storage does not exist, Spacerich will re-install the operating system and software/configurations previously installed by Spacerich, 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 Spacerich or control panel supplied backup software enabled on the backup storage, Spacerich will re-install the operating system and software/configurations previously installed by Spacerich, 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. Spacerich™, at it's discretion, may assist with data restoration at a rate of $75/hour. If a managed backup solution exists, and Spacerich or control panel supplied backup software was enabled, will re-install the operating system and software/configurations previously installed by Spacerich, 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 Spacerich Virtual Hosting and VPS clientele, as well as Maximum Admin Fully Managed clientele, however, Spacerich always recommends purchasing additional Remote Backup services as well. Spacerich 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.
Remote Backup clientele are responsible for their own hardware replacement and re-installation of operating system and software/configurations, as well as data recovery. Spacerich 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). Spacerich, at it's discretion, may assist with data restoration at a rate of $75/hour, dealt with on a case by case basis.
Consulting/Networking clientele, utilizing Spacerich Remote Backup solutions, will be billed at a rate of $75/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 Spacerich. If Spacerich is not performing data recovery, Spacerich 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
Spacerich 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 Spacerich default selection. Monitoring of multiple ports may be available at an additional cost. Maximum Admin 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, Spacerich will manually attempt to check the status of the server via another protocol. Spacerich will automatically reboot systems that fail to respond after a second tested protocol fails. If the second tested protocol responds properly, Spacerich will attempt to log into the system to restore/restart service on the initial failed protocol that was being monitored. Spacerich does not charge for reboots to any system on the network. It is the client’s responsibility to update Spacerich any time that the root password is changed on a system, otherwise Spacerich will be unable to restore/restart failed monitored protocols automatically, and will not be held liable for failure to do such. It is the client’s responsibility to keep access by Spacerich monitoring system ip addresses available to their system, and not blocked via firewall, and to notify Spacerich any time a port is changed on a monitored protocol or if a protocol disabled. Otherwise Spacerich 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 Spacerich monitoring system, Spacerich may at it's discretion cease monitoring such protocol. In some circumstances, Spacerich may override and change the root password to your system, in cases Spacerich deems such necessary to correct an urgent issue, or to remedy an AUP/TOS issue.Internet Access clientele, utilizing Spacerich Dedicated and High Speed Wireless solutions, will be monitored by default via ICMP protocol (PING). It is the client’s responsibility to maintain power to the Client Premise Equipment (CPE), otherwise Spacerich 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 Spacerich monitoring system, due to client actions or preferences, Spacerich may at it's discretion cease monitoring such service.
AUP/TOS ISSUES
Spacerichmay 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.EXCESS USAGE
You are allowed to use only what is being alloted and clearly mentioned in the setup mail. Excess usage of IP address than what is ordered will be charged accordingly. This also applies to other system resources.ABNORMAL SUPPORT
Spacerich charges a rate of $75/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 Spacerich 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 Spacerich to proceed with such work.Internet Access - Spacerich's responsibility to Internet Access 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 Spacerich. Abnormal Support provided due to constant client error or misconfiguration of such equipment will be billed at a rate of $75/hour. Spacerich will be the sole arbiter as to what constitutes Abnormal Support in such cases. Spacerich 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 $75/hour. In cases of Spam, Spyware, and/or Virus issues, Spacerich may find it necessary to suspend service to clientele, until which time such issue is corrrected. Spacerich 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 $75/hour. * Contact Spacerich for any item/service not explicitly detailed.
Questions? Write to sales@spacerich.com