Operating System: ProVista Technologies(PVT) or a contracted party will perform the initial installation and security/kernel patches and/or updates of any supported operating system, at no additional cost. PVT 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 $65.00. PVT will assist with troubleshooting and repairing basic operating system problems for supported operating systems. PVT 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 PVT supported control panel--regardless of operating system selected. PVT supported control panels currently include CPanel™, Plesk™, & DirectAdmin™.

Control Panel: PVT 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, PVT 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 (i.e.: adding/removing accounts, dns functions, password changes, etc…) and limited support of control panel installed 3rd party software (i.e.: proftpd, pureftpd, mailman, agora). PVT 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. PVT is not responsible for web development, non-supported 3rd party software and/or scripts (i.e.: compatibility, installation, maintenance), and/or ongoing daily administration tasks (i.e.: setting up new users, email accounts, & domains). PVT, at it's discretion, may assist with initial custom setup/configuration of the server (i.e.: setting up new users, email accounts, & domains, and/or software modifications). Installation of PVT supported control panel software requires, and will only be performed on, freshly installed operating systems.

Software Updates/Patches and O/S Upgrades: PVT will assist, upon request, with control panel updates and security patches on any system running a supported operating system and utilizing a PVT supported control panel. PVT supported control panels may automatically update, including their installed 3rd party software, and may be user-configureable whether or not to do such. PVT may assist with control panel updates and security patches of systems running alternative operating systems, or not utilizing a PVT supported control panel, dealt with on a case by case basis, at a rate of $65/hour. PVT will automatically update and patch Fully Managed systems, at it's best discretion. Upgrades of operating systems will be dealt with on a case by case basis, and may or may not be subject to a flat $65.00 fee, dependent on complexity of the upgrade, and basis for such.

HARDWARE

Maintenance and Replacement: If any hardware component on a PVT supplied system fails, PVT 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 PVT, 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 via the Dedicated Services page. 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

PVT 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 PVT or control panel supplied backup software enabled, or may purchase a managed backup solution from PVT.

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

If backup storage does not exist, PVT will re-install the operating system and software/configurations previously installed by PVT, 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 PVT or control panel supplied backup software enabled on the backup storage, PVT will re-install the operating system and software/configurations previously installed by PVT, 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. PVT, at it's discretion, may assist with data restoration at a rate of $65/hour.

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

PVT 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 PVT, 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 PVT 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, PVT will re-install the operating system and software/configurations previously installed by PVT, 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 PVT or control panel supplied backup software enabled on the backup storage, PVT will re-install the operating system and software/configurations previously installed by PVT, 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. PVT, at it's discretion, may assist with data restoration at a rate of $65/hour.

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

PVT 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.

MONITORING

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

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

AUP/TOS ISSUES

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

ABNORMAL SUPPORT

PVT 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 PVT 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 PVT to proceed with such work.

Phone Support - PVT provides 24/7/365 phone support to clientele with "fully managed" support contracts through a third party. Clientele with "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.

* Contact ProVista Technologies for any item/service not explicitly detailed.