| Hardware |
In the event of hardware failure, Eserver will
replace that component free of charge the same day.
Re-installation of OS and control panels (if
applicable) will be provided free of charge.
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| Software |
Eserver will perform initial software installation
and testing for RedHat, Gentoo, Debian, Mandrake,
Slackware (linux) and FreeBSD at no additional cost. Eserver's
managed support only covers RedHat, Debian and Gentoo
Linux. We will trouble shoot software problems for
these three operationg systems at no additional cost.
Unsupported operating systems such as FreeBSD will be
billed at the standard support rate of $65 / hour (in
15 minute incriments). Reinstallation of a server
Operating System for any other reason than a hardware
failure or hacked system will be billed at the
standard support rate.
Control Panels: Eserver provides support for Direct
Admin, cPanel and TF Admin Center free of charge.
Support includes basic cpanel functions including but
not limited to e-mail, dns (bind), ftp, apache, mysql
etc. Eserver does not support third party addons to
any of these control panels.
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| Disaster Recovery / Backups |
Eserver HIGHLY recommends all clients purchase a
backup harddrive, or use our Remote Backup services to
insure in the event of hardware failure all data can
be quickly recovered. In the event of a hardware
failure or hacked server Eserver will reinstall the
server OS and control panel software (if applicable)
at no additional charge the same day.
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| Monitoring |
Eserver will monitor ping and one additional server
port (generally http port 80). In the event of service
failure Eserver will reboot the server with in 10
minutes of the first service failure.
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| General |
All support which does not fall under our managed
service policy will be billed at a standard support
rate of $65 / hour in 15 minute incriments. Examples
of support which does not fall under this policy
include (but not limited to) the following:
1) OS reinstallation for any reason other than
hardware failure or hacked server
2) Third Party Software
3) Non supported OS including FreeBSD
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Web hosting
