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DEDICATED SERVERS

Service Level Guide

Hostway’s Dedicated Server technicians are committed to supporting our customers by providing a reliable, high quality service worldwide. We are responsible for online services for over over 75,000 businesses in over 50 countries; delivering constant access to your servers is our top priority.

Basic Guidelines

Hostway technicians have enormous expertise in the support and maintenance of our customer’s servers. We will administer and monitor many background services that enhance the integration and security of our services. In addition, Hostway plans, tests, evaluates and implements the newest versions of operating systems and other supporting software. Hostway administrators are committed to providing a secure, stable computing infrastructure to support of all our customers.

Hardware Maintenance

Before your server is activated, the server will be stress tested. We fully guarantee the highest quality components that go into your server. Should a component fail, we will immediately repair or replace it at no cost to you.

Network

Your server will be hosted within our fully redundant, state-of-the-art network data center in Chicago, IL. Our telco-independent multiple OC3 lines to the Internet backbone ensure the fastest and the most reliable network connectivity. Hostway guarantees a 99.9% uptime.

Software

In operating a server, there are complexities involving customization and integration of various third party software. In these situations our administrators are limited in the assistance they can provide. Depending on your needs, maintaining a dedicated server may require a fair amount of system administration knowledge. But a good systems background is generally enough for anyone to quickly learn the necessary administration skills and may not require Hostway technicians for guidance. For novice to intermediate-level users who require a dedicated server, we recommend our Advantage line that includes full server administration. The table below outlines the level of assistance that Hostway can provide for you.

	Linux	Windows® 2000	Linux Advantage	Windows® 2000 Advantage
Server Troubleshooting (Web Site Problems Not Covered)	$90 to initiate a troubleshooting trouble ticket. Hostway will investigate the server problem that a customer reports. Hostway will identify what the problem is and provide the customer a cost quote in fixing the identified problem.	$90 to initiate a troubleshooting trouble ticket. Hostway will investigate the server problem that a customer reports. Hostway will identify what the problem is and provide the customer a cost quote in fixing the identified problem	Included	Included
Repair/Advanced Sys Admin Svcs	$90 per half-hour in half-hour increments.	$90 per half-hour in half-hour increments.	Included	Included
Third-Party Software Support	None provided by Hostway. Contact third party software provider.	None provided by Hostway. Contact third party software provider.	Not applicable.	Not applicable.
Pre-Installed Software You Modified	None provided	None provided	None provided	None provided
Web Site Problems / Design Issues	None provided	None provided	None provided	None provided
Database Support (Hostway does not debug non-functioning DB scripts.)	None provided	None provided	Included	Included
Backup Service	Not available	Not Available	Included	Included
Server OS Reinstall	$180 per incident	$180 per incident	$180 per incident	$180 per incident
Backup Restoration	Not available	Not available	$180 per incident	$180 per incident
Nameserver Management	The customer is ultimately responsible for managing their own DNS. Hostway recommends DNS management through a third-party provider such as ZoneEdit.com.	The customer is ultimately responsible for managing their own DNS. Hostway recommends DNS management through a third-party provider such as ZoneEdit.com.	Included Your domains will be setup under Hostway nameservers: Primary: ns.siteprotect.com Secondary: ns2.siteprotect.com


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DEDICATED SERVERS