Managed Server Service Agreement
1. Contact Person, Client Support:
All offered managed servers include free written as well as telephonic support during stipulated support hours.
In general, client support orders are included in the all-inclusive price of the product. Queries regarding individual problems which take more than 15 minutes’ working time to solve are only handled in exceptional cases. In this case a fee is charged, after consultation with the client, of 21 Euro (including VAT) per quarter hour.
2. Monitoring Services:
HTTP
SMTP
POP3
FTP
MySQL/PostgreSQL
Anti-spam filter
Anti-virus scanning
In addition, the system capacity utilisation, the hard disk volumes and mass mail sending are monitored.
3. System Failures:
Hetzner Online monitors the server 24 hours a day for failures.
Without carefree package: A system failure is handled during business hours. Outside of support hours it is possible to contact the on-call service via the administrations interface konsoleH/Robot with a emergency support query, but this will be charged for. These requests will be billed for at 21 Euro (including 19% VAT) per quarter hour. In the event that it is necessary to drive to the data center, an additional cost to the amount of 119 Euro (including 19% VAT) is applicable. In this case the client will be informed beforehand.
With carefree package: A system failure will always be handled free of charge. In addition it is possible to contact the on-call service via the administrations interface konsoleH/Robot with emergency support requests. This service is free of charge in case of emergency. Hetzner Online reserves the right to deal with requests which are not emergencies during normal business hours.
4. Data Protection:
All managed servers, even without pre-booked daily backup, undergo a local backup which exclusively backs up configuration files. With booked daily backup all data is backed up daily and retained for a maximum of 14 days. On request through a verified support query (query from the client menu) data can be recovered from the backup. Independent access to backup resources is not permitted.
5. Content and Data of Created Accounts:
Changes made by support, such as the deleting, relocation and overriding of content and sensitive information which will be deployed and/or received by clients can only be made if these requests are verified by the administrations interface konsoleH/Robot or in writing as a fax containing the company stamp and a hand-written signature. Work which can be done by clients themselves and is possible to do must also be done by the client.
6. Changes to Configuration Files:
Generally, individual customisation to configuration files is not possible on managed servers. This applies to system settings and the services provided.
- Apache/PHP
An exception to this is PHP configuration (php.ini), which can be edited over the administration interface konsoleH. Settings which exceed the available values and set limits, and settings which are not displayed, are alterable after prior checkup from the system administration. Additional PHP modules other than those offered are not installed. Individual PHP solutions e.g. PHP binaries, are not supported. An overview of installed modules is provided on http://testen.de/info.php (PHP5) as well as http://testen.de/info.php4. In addition, the following are available: Zend Optimizer, eAccelerator and ionCube Loader. Modifications of the document root are not implemented. - IMAP
The number of parallel IMAP connections for IP addresses is limited on the grounds of server stability. It is possible to have this number increased on request, but we are not obliged to do so. On request an SSL certificate for the IMAP connection can be set up. In this case the client is liable for the setup fee and cost of the certificate. - SMTP
The settings which are offered, such as forwards, autoresponder, spam filter, SMS notification, black- and whitelist etc. can be changed by clients. Other individual settings and configuration of the mail system are not permitted. - MySQL
The configuration of the MySQL server can be modified according to the client’s wishes. If values are requested which could affect the stability of the server these must be confirmed by the client on a form. For each database created by clients, three database users are set up with exclusive access to this database. We do not set up a global database user for security reasons.
7. Process Monitoring:
To ensure the security and stability of the managed servers there is a process monitoring system which stops processes with excessive running times and/or RAM exploitation. Exceptions can be made by the system administration. If clients request exceptions which could affect the system stability, this must be confirmed in writing by the client. If the stability of the server or the network is affected, Hetzner Online has the right to correct and/or cancel these exceptions.
8. Installation of Additional Software:
The installation of additional software or libraries is not carried out by support. On request a compiler is made available with which the client can compile the necessary software packages. This is the sole responsibility of the client. There is no right to claim support services in this context.
9. Relocation within the Hetzner Online Server:
Relocation of maximum three accounts, not larger than 2 GB, which contain not more than one database, and which will be transferred within Hetzner Online’s shared/managed server, can be carried out by support.
