Managed Definition
- SOFTWARE
Operating System: RBz World will perform the initial installation and
test of any supported operating system, at no additional cost. RBz World
supported operating systems currently include: Red Hat™ Linux
7+, FreeBSD™ 4+, Mandrake™ Linux 7+, Windows™ 2000
Server, & Windows™ Server 2003. RBz World will install and
test, with customer permission, any and all operating system security
and functionality patches, upon customer request, for RBz World supported
operating systems. Re-installation of any server, for reasons other
than hardware failure or hacked/compromised software, will be billed
at a rate of $85/hour. RBz World will assist with troubleshooting and
repairing basic operating system problems for supported operating systems.
This includes basic advice on functionality and use of the supported
operating systems. Support may be limited in regards to custom operating
system configurations, for those clients choosing not to utilize CPanel™
(…or operating systems that do not support CPanel™), for
configurations that CPanel™ would have pre-installed/pre-configured,
if the client would have chosen to install CPanel™.
CPanel™: RBz World will perform the initial installation and test
of the CPanel™ software for any server ordered with such. If a
managed server includes CPanel™, RBz World will support, free
of charge, CPanel™ related problems and issues. This includes,
but is not limited to, support of basic CPanel™ functions (i.e.:
adding/removing accounts, DNS functions, backup management, etc…)
and limited support of CPanel™-installed 3rd party software (i.e.:
proftpd, pureftpd, mailman, agora). RBz World will not provide support
regarding CPanel™, or any of its’ 3rd party software inclusions,
regarding issues of software bugs or failure, and such issues should
be brought to the attention of the software vendors directly for support.
HARDWARE
Maintenance and Replacement: If any hardware component on a RBz World
supplied server fails, we 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 installed prior by
RBz World, 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, please see the section in
the document entitled “Data Recovery/Backups”.
Hardware Upgrades: Information on installation/setup fees and/or monthly
fees for hardware upgrades can be obtained from our sales department.
Upgrading hard drives to a different size or type of drive, requiring
the transfer of data and/or operating system and software re-installation,
will be billed at a rate of $85/hour.
DATA RECOVERY/BACKUPS
Hardware Failure: RBz World always recommends purchasing a backup drive/service
with any and all servers. All operating systems, supported and non-supported,
as well as software installed prior by RBz World, will be re-installed
at no additional cost to the client, in the case of failed hardware.
If a backup drive exists, and the client was performing their own backups
without RBz World or CPanel™ supplied backup software enabled
on the backup drive, RBz World will re-install the operating system
and software previously installed by RBz World, 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. If a backup drive exists,
and RBz World or CPanel™ supplied backup software was enabled
on the backup drive, RBz World will re-install the operating system
and software previously installed by RBz World, on a new hard drive,
and will assist with restoration of the CPanel™ and/or user data.
RBz World 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. If a backup drive does not exist in the
server, RBz World will re-install the operating system and software
previously installed by RBz World, on a new hard drive, and attempts
to leave the defective drive in place for the customer to retrieve/restore
data.
Software Failure and Hacked/Compromised Operating Systems: RBz World
always recommends purchasing a backup drive/service with any and all
servers. All operating systems, supported and non-supported, as well
as software installed prior by RBz World, will be re-installed at no
additional cost to the client, in the case of a server suffering software
bugs or operating system compromise. If a backup drive exists, and the
client was performing their own backups without RBz World or CPanel™
supplied backup software enabled on the backup drive, RBz World will
re-install the operating system and software previously installed by
RBz World, 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. If a backup drive exists, and RBz World or CPanel™ supplied
backup software was enabled on the backup drive, RBz World will re-install
the operating system and software previously installed by RBz World,
on a new hard drive, and will assist with restoration of the CPanel™
and/or user data. RBz World cannot guarantee full or even partial recovery
of data from a bug-ridden/compromised drive, but will work to the limit
of their abilities to restore data from the bug-ridden/compromised system.
If a backup drive does not exist in the server, RBz World will re-install
the operating system and software previously installed by RBz World,
on a new hard drive, and attempts to leave the bug-ridden/compromised
drive in place for the customer to retrieve/restore data.
GENERAL
The following services are not included in RBz World managed support,
however, are available as “Abnormal Support” billed at a
rate of $85/hour:
1. Non-supported operating system installation/configuration/troubleshooting.
2. Operating system reinstallation, for reasons other than failed hardware
or hacked/compromised software.
3. Custom software installation: RBz World may, at their discretion,
assist with custom 3rd party software installation; however, the software
will not be supported past installation.
4. Upgrading hard drives to a different size or type of drive, requiring
the transfer of data and/or operating system and software re-installation.
5. Any and all work performed for non-managed and/or co-location clients.
* Contact RBz World for any item/service not explicitly detailed.
