Support Policy


SOFTWARE

ColocateUSA will perform the initial installation and security patches for hosting clients in the Cpanel control panel software.

ColocateUSA will automatically update and patch the Common Configuration on Fully Managed Dedicated Cpanel and Plesk systems for clients , at it's best discretion. ColocateUSA may assist with other non Common Configurations for updates, extensions, and security patches for non-Managed and Managed Dedicated Clients and are dealt with on a case by case basis, at a rate of $85/hour.

Operating System: ColocateUSA will perform the initial installation and security //kernel patches and/or updates of any supported operating system, at no additional cost. ColocateUSA supported operating systems currently include: Red Hat Enterprise™ , Windows™ Server 2003, Windows™ Server 2008, Windows™ Server 2008 R2, Debian, Ubuntu, Fedora & CentOS™. End-of-life support is still currently being provided for Windows™ Server 2000. Re-installation of any server, for reasons other than hardware failure, will be charged a flat rate of $30.00. ColocateUSA will assist with troubleshooting and repairing basic operating system problems for supported operating systems. ColocateUSA 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 ColocateUSA supported control panel - regardless of operating system selected. ColocateUSA supported control panels currently include CPanel™ & Plesk ™. Co-Location clientele are charged a flat rate of $30.00 per operating system installation or re-installation.

Control Panel: ColocateUSA 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, ColocateUSA 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). ColocateUSA 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. ColocateUSA 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). ColocateUSA, 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). ColocateUSA will install supported control panels purchased through ColocateUSA, at no additional charge, for Co-Location & External Licensing clientele. Re-Installation of control panels purchased through ColocateUSA for Co-Location & External Licensing clientele, for any reason, will be charged a flat rate of $25. Support for control panels purchased through ColocateUSA, for Co-Location & External Licensing clientele, will be billed at a rate of $85/hour. Installation of ColocateUSA supported control panel software requires, and will only be performed on, freshly installed operating systems.

Software Updates/Patches and O/S Upgrades: ColocateUSA will assist, upon request, with control panel updates and security patches on any system running a supported operating system and utilizing a ColocateUSA supported control panel. ColocateUSA supported control panels may automatically update, including their installed 3rd party software, and may be user-configurable whether or not to do such. ColocateUSA may assist with control panel updates and security patches of systems running alternative operating systems, or not utilizing a ColocateUSA supported control panel, dealt with on a case by case basis, at a rate of $45/hour. ColocateUSA will automatically update and patch Fully Managed systems, at it's best discretion. ColocateUSA 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 $45/hour.

HARDWARE

Maintenance and Replacement: If any hardware component on a ColocateUSA supplied system fails, ColocateUSA will replace it free of charge. All operating systems, supported and non-supported, as well as software/configurations installed prior by ColocateUSA, 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: 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 $45/hour.

DATA RECOVERY/BACKUPS

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

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

If backup storage does not exist, ColocateUSA will re-install the operating system and software/configurations previously installed by ColocateUSA, 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 ColocateUSA or control panel supplied backup software enabled on the backup storage, ColocateUSA will re-install the operating system and software/configurations previously installed by ColocateUSA, 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. ColocateUSA, at it's discretion, may assist with data restoration at a rate of $85/hour.

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

ColocateUSA 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 ColocateUSA, 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. We also provide standard and premium data restoration services. For more information please visit our web site.

Software Failure and Hacked/Compromised Operating Systems: Operating system re-installation by ColocateUSA will be charged a flat rate of $45.00, and assistance with software / configurations and / or data recovery will be billed at a rate of $85/hour, in the case of a system suffering software bugs or operating system compromise.

If backup storage does not exist, ColocateUSA will re-install the operating system and software / configurations previously installed by ColocateUSA, 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 ColocateUSA or control panel supplied backup software enabled on the backup storage, ColocateUSA will re-install the operating system and software/configurations previously installed by ColocateUSA, 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. ColocateUSA, at it's discretion, may assist with data restoration at a rate of $85/hour.

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

ColocateUSA 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. We also provide standard and premium data restoration services. For more information please visit our web site.

Co-Location clientele are responsible for their own hardware replacement and re-installation of operating system and software / configurations. Operating system re-installation by ColocateUSA will be charged a flat rate of $45.00, and assistance with software / configurations and/or data recovery will be billed at a rate of $85/hour.

Remote Backup clientele are responsible for their own hardware replacement and re-installation of operating system and software / configurations, as well as data recovery. ColocateUSA 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). ColocateUSA, at it's discretion, may assist with data restoration at a rate of $85/hour, dealt with on a case by case basis. We also provide a remote data backup service. More details can be found on our web site.

Consulting / Networking clientele, utilizing ColocateUSA Remote Backup solutions, will be billed at a rate of $85/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 ColocateUSA. If ColocateUSA is not performing data recovery, ColocateUSA 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

ColocateUSA 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 ColocateUSA default selection. Monitoring of multiple ports may be available at an additional cost. If a server fails to respond to a monitored protocol, ColocateUSA will manually attempt to check the status of the server via another protocol. ColocateUSA will automatically reboot systems that fail to respond after a second tested protocol fails. If the second tested protocol responds properly, ColocateUSA will attempt to log into the system to restore/restart service on the initial failed protocol that was being monitored. ColocateUSA does not charge for reboots to any system on the network. A Reboot can take anywhere from 15 to 45 minutes depending on many factors of each individual servers configuration.

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

ABNORMAL SUPPORT

ColocateUSA charges a rate of $85/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 ColocateUSA 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 ColocateUSA to proceed with such work via the help desk.


Contact ColocateUSA for any item / service not explicitly detailed.