Basic Managed Services Policy

Basic Managed Services Policy

SOFTWARE

Operating Systems
Supreme Center Hosting will perform the initial installation, security and kernel patches and/or updates for any supported operating system, at no cost. Operating systems supported by Supreme Center Hosting include CentOS 3+, Fedora 1+, FreeBSD 4+, and Windows Server 2003. Re-installation of any server, for reasons other than hardware failure, will be charged a flat rate of $65.00.

Supreme Center Hosting will assist with troubleshooting and repairing basic operating system problems, may install alternative operating systems, upon client request and on a case by case basis. Support may be limited to alternative operating system setup and configuration for those clients choosing not to utilize a Supreme Center Hosting supported control panel regardless of operating system selected.

Supreme Center Hosting supported control panels currently include CPanel, DirectAdmin and Plesk. A flat rate of $9.95 is charged for VPS operating system re-installation.

Control Panel
Supreme Center Hosting will perform the initial installation and test the control panel software. Supreme Center Hosting will not provide support of control panel or control panel 3rd party software bugs or errors. Supreme Center Hosting is not responsible for non-supported 3rd party software, scripts or ongoing daily administration tasks (ie: setting up new users, email accounts, & domains). Supreme Center Hosting, at it’s discretion, may assist with initial custom setup or configuration of the server, such as setting up new users, email accounts, DNS settings or domains, nor will Supreme Center Hosting perform any software modifications.

Supreme Center Hosting will install supported control panels purchased through Supreme Center Hosting, at no additional charge.

Software Updates/Patches and O/S Upgrades
Supreme Center Hosting will assist, upon request, with control panel updates and security patches on any system running a supported operating system and utilizing a Supreme Center Hosting supported control panel. Supreme Center Hosting supported control panels may automatically update, including their installed 3rd party software, and may be user-configureable whether or not to do such.

Supreme Center Hosting will automatically update and patch Virtual Hosting, VPS backend, and Maximum Admin Fully Managed systems. Supreme Center Hosting will assist, upon request, with control panel updates and security patches on any VPS utilizing a Supreme Center Hosting supported control panel.

Supreme Center Hosting only delivers VPS with supported operating systems installed. Although the operating system of a VPS may not be able to be upgraded, upgrades of operating systems will be dealt with on a case by case basis, and may be subject to a $65.00 fee. If the VPS operating system can not be upgraded, a complete re-installation may be done for $9.95.

HARDWARE

Maintenance and Replacement
If any hardware component on a Supreme Center Hosting supplied system fails, Supreme Center Hosting will replace it free of charge, within reasonable timeframes and all operating systems supported and non-supported, as well as any software or configurations prior by Supreme Center Hosting will be re-installed at no additional cost in the case of failed hardware. For information regarding system restoration beyond the operating system and software or 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 via the Features add-on form. Upgrading hard drives to a different size or type of drive, thus requiring the re-installation of the operating system etc, will be billed at a rate of $65/hour.

DATA RECOVERY/BACKUPS

Supreme Center Hosting always recommends purchasing backup storage with any and all systems/services.

Hardware Failure
If Client has not purchased backup storage, Supreme Center Hosting will re-install the operating system, software or configurations previously installed by Supreme Center Hosting on a new hard drive and will make every attempt to leave, for up to 72 hours after re-installation, the defective drive in place for the customer to retrieve or restore data.

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

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

Supreme Center Hosting cannot guarantee full or partial recovery of data, but will work to restore data from the failed hardware based on defined policy and procedure. Client may purchase the defective drive at reasonable market prices, and a minimal handling fee, and have the drive shipped to them or to a data recovery company of their choice.

Software Failure, Hacked or Compromised Operating Systems
Operating system re-installation by Supreme Center Hosting will be charged a flat rate of $65.00, 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, Supreme Center Hosting will re-install the operating system, software or configurations previously installed by Supreme Center Hosting, on a new hard drive, and attempt to leave, for up to 72 hours after re-installation, the bug-ridden/compromised drive in place for the customer to retrieve/restore data.

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

If a managed backup solution exists, and Supreme Center Hosting or control panel supplied backup software was enabled, will re-install the operating system and software/configurations previously installed by Supreme Center Hosting, 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 Supreme Center Hosting Virtual Hosting and VPS clientele, as well as Maximum Admin Fully Managed clientele, however, Supreme Center Hosting always recommends purchasing additional Remote Backup services as well.

Supreme Center Hosting 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. Supreme Center Hosting will, to the best of it’s ability, supply assistance with connecting to the stored data. Supreme Center Hosting, at it’s discretion and on a case by case basis, may assist with data restoration at a rate of $65/hour

MONITORING

Supreme Center Hosting 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 Supreme Center Hosting 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, Supreme Center Hosting will manually attempt to check the status of the server via another protocol. Supreme Center Hosting will automatically reboot systems that fail to respond after a second tested protocol fails. If the second tested protocol responds properly, Supreme Center Hosting will attempt to log into the system to restore/restart service on the initial failed protocol that was being monitored. Supreme Center Hosting does not charge for reboots to any system on the network.

It is the client’s responsibility to update Supreme Center Hosting any time that the root password is changed on a system, otherwise Supreme Center Hosting 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 Supreme Center Hosting monitoring system ip addresses available to their system, and not blocked via firewall, and to notify Supreme Center Hosting any time a port is changed on a monitored protocol or if a protocol disabled. Otherwise Supreme Center Hosting 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 Supreme Center Hosting monitoring system, Supreme Center Hosting may at it’s discretion cease monitoring such protocol. In some circumstances, Supreme Center Hosting may override and change the root password to your system, in cases Supreme Center Hosting deems such necessary to correct an urgent issue, or to remedy an AUP/TOS issue.

ABNORMAL SUPPORT

Supreme Center Hosting 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 Supreme Center Hosting 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 Supreme Center Hosting to proceed with such work.

Effective January 11, 2012

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