Dedicated Server SLA
We last updated these terms on October 31, 2019
eUKhost LTD. SERVICE AGREEMENT
A. WHEREAS, eUKhost LTD. provides dedicated server(s);
B. WHEREAS, Client desires eUKhost LTD. to provide dedicated server(s);
C. WHEREAS, Client agrees to TOS located on https://eukhost.com/legal/terms-and-conditions
NOW THEREFORE, the parties agree as follows:
eUKhost LTD. SERVICE LEVEL AGREEMENT
This eUKhost LTD. Service Level Agreement ("SLA") applies to all dedicated servers. The Client agrees that eUKhost LTD. internal measurements establish the eligibility for any applicable Performance Credit. In the event that the Client determines that a discrepancy in such measurement exists, Client shall promptly notify eUKhost LTD. and eUKhost LTD. and Client will mutually agree upon the validity and accuracy of the measurement, and upon Client's eligibility for any applicable Performance Credits. eUKhost LTD. may amend this SLA at any time. Updated copies of the SLA will be located at https://eukhost.com/legal/dedicated-server-sla
1. Managed Servers
("Server Port Monitoring") is defined as the dedicated server participation in the monitoring of services via standard TCP/IP ports. Server Port Monitoring is performed every five minutes and a failure is defined immediately after a monitor trips for the first time. In the event of a failure if no communication is made with the Technical Support Department the procedures you have outlined will be performed. It is the responsibility of server owner to define the action to perform (QRR) in the event of a failure. This service includes up to eight Port/Services/Daemons that can be monitored in this fashion.
("Standard Network Based Security") is defined as the overall core network security that eUKhost LTD. provides every customer. This security is provided on the network level and includes secure router configurations, frequent network scans, and overall knowledge of maintaining a secure network. This service does not imply any server-based security, firewalls, DDOS/Attack protection on the server level, or Anti-Virus/Spyware based protection.
("24/7/365 Technical Support") is defined as having direct access to our technical support team 24 hours a Day, 7 Days a Week, 365 Days a year. All support provided is free of charge excluding support which is categorised under 'Advanced Support'(defined below). eUKhost LTD. provides a three-hour or less response time guarantee on all support requests.
("Hard/Soft Manual Reboots in 10 Minutes or less") is defined as your request being processed in 10 minutes or less for server reboot requests. The eUKhost LTD. Support Team prefers the soft/hard reboot system as it preserves overall integrity of hardware and operating systems. The 10-minute turnaround time is defined as the time you place the request until the power or reboot command is issued. In some cases additional time is required by operating system software to perform necessary functions on the server. Best effort is made to expedite server reboots as quickly as possible.
("Host Based IDS") is defined as Intrusion Detection Systems that are used to sniff out network packets giving you a good understanding of what is really happening on a server. IDS have the capability of distinguishing different types of network traffic on the same port number. IDS have the ability to drop malicious packets that may cause your network harm. Customers using Windows 2003/2008 will be provided with an installed copy of Black ICE Defender for additional cost and customers using Linux will be provided with PortSentry and/or APF/BFD.
("Auto O/S updates and patches") is defined as automatic operating system updates and patches as part of our routine procedures. This will be a part of a continuous maintenance period of updates that take place on a regular basis. As new kernels, security patches, service packs, and hot fixes are released the servers will be updated automatically. Notification of updates is provided when they occur, and prior-notifications are dispatched whenever applicable.
("Online Bandwidth Monitoring Tool") is defined as the real-time RTG graphs provided for you to review bandwidth usage. eUKhost LTD. charges bandwidth on a per GB basis, while bandwidth utilization data is provided via http://watch.eukhost.com. It is necessary to signup on this particular link in order to avail this service. It is your responsibility to view and make account adjustments when necessary. In the event that over utilization
("Resource Monitoring") is defined as the addition of the dedicated server to our application based monitoring system. The monitoring application will monitor the overall disk space, processor utilization, and memory usage with notification when thresholds are exceeded. This service is customized on a per server basis and requires the submission of a "Monitoring Configuration/Procedure" template.
("On-Demand Server Health Check ") is defined as a customer initiated request to review the overall health of the server. This can and may include review of memory usage, processor usage, disk space, and general configuration of the server. Server Health Checks allow a seasoned engineer to review the overall health of the server and provides you with a professional evaluation and recommendations (if any) for improving your server’s health & efficiency.
("Advanced Support") is defined as advanced technical support for dedicated servers. This support can be used for any number of support services and includes server troubleshooting, software configuration, OS configuration, OS reinstalls, and any task that does not fall under the "free support" provided with the server. For various levels of ServerS a particular amount of time is provided. (Five Hours Per Month)
("Server Anti-Virus Protection") is defined as file based anti-virus software that will be installed on the server to protect your server from malicious viruses. Virus definitions will be updated on a regular basis as well as a full scan of the server in question. Customer will be provided alerts to any viruses that are found and quarantined/eradicated, if requested.
("Hardware Based Firewall Protection") is defined as the inclusion of a hardware based firewall for protecting your server. Firewalls increase security and, when properly configured, will prevent certain disasters from occurring. With this service our administrators will configure and maintain a firewalled routing perimeter for the server in question. This service is per request at additional pricing.
1.2. eUKhost.com Network ("eUKhost.com Network") is defined as the equipment, software, and facilities within the eUKhost LTD. critical network segments, including eUKhost LTD. contracted connectivity services to which the eUKhost LTD. hosting environments are connected and are collectively utilized by eUKhost LTD. to provide dedicated and co-location services. In total we have 20,000mbits of network connectivity for our Servers. We have 2 x 10 Gbps uplinks for our data center. Each Server in our data center is setup on 100 Mbps, fully-switched port on an edge switch. Each edge switch is then in turn plugged into two separate aggregation switches at 1gbit, with failover redundancy allowing either 1gbit link to fail.
1.3. Service Availability ("Service Availability") is the total time in a calendar month that the EUKhost.com critical network segments are available through the Internet, provided that Client has established connectivity. eUKhost LTD. takes responsibility for the Service Availability within its immediate routing perimeters, and cannot be held liable for problems directly related to an upstream bandwidth provider. The eUKhost LTD. critical hosting environments will be available to clients free of complete (minor latency notwithstanding) environment-wide outages for 100% of the time in any given month.
1.4. Service Downtime ("Service Downtime") is any unplanned interruption in Service Availability during which the Client is unable to access the services as described in preceding section 1.3, provided the interruption is determined to have been caused by a problem in the immediate eUKhost LTD. network segment as confirmed by eUKhost LTD.. Service Downtime is measured as the total length of time of the unplanned interruption (complete network outage) in Service Availability during a calendar month. eUKhost LTD. provides direct support and expertise in any software it directly provides, while any unplanned outages due to third-party software failure are the direct responsibility of the software publisher/third-party provider, not eUKhost LTD.
1.5. Scheduled Service Downtime ("Scheduled Service Downtime") is any eUKhost LTD. interruption of Services. Scheduled Service Downtime occurs during a eUKhost LTD. standard server maintenance window, which occurs in conjunction with a 24 hour notice to the Client via electronic communication. Said downtime is coordinated with the Client to the best of eUKhost LTD. abilities as to align the window of maintenance with the Client's explicit wishes.
1.6. Performance Credit ("Performance Credit") occurs when 99.99% uptime is not met. eUKhost LTD. will credit the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of the customer's monthly fee). Network downtime is measured from the time a trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.
A performance credit shall not be payable unless you request it within 40 days of the end of the calendar month in respect of which the Uptime Service Level was not met. The maximum Service Credit allowable in a given month is limited to the total monthly Fee payable for that month.
1.7 Monitoring Service ("Monitoring Service") is the service eUKhost LTD. provides in order to analyze availability of TCP/IP based services and applications through its internal monitoring system. To participate in this, eUKhost LTD. must have valid, administrative access to repair the server in the event of a service or operating system failure.
1.8 Billable System Administration (" Billable System Administration") is operation, configuration, performance tuning, security configurations, and any interaction with the operating system or software installed on the server in question that is not already provided within the Server Management plan of the server in question.
2. Service Downtime Performance Credit
2.1. In the event of Service Downtime in which monthly Service Availability is less than 99.99%, Client will receive a Performance Credit as described in section 1.6 of this document.
3. Service Exclusions
3.0.1 This SLA does not cover Service Downtime caused by problems in the following:
- Client's local area network.
- Client-provided Internet connectivity or end-user software.
- Entities inside Client's internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment.
- Any predetermined Scheduled Service Downtime.
- Any problems beyond the immediate eUKhost LTD. network segment.
- Downtime or interruption to service as a result of a DoS or DDoS Attack, SYN, Port Flood, SQL Injection or similar.
Any interruptions, delays or failures caused by Client or Client's employees, agents, or subcontractors, such as, but not limited to, the following:
- Inaccurate configuration.
- Non-compliant use of any software installed on the server.
- Client initiated server over-utilization.
- Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits.
- Problems associated with Operating System, Software, or Applications.
3.0.2 Billable System Administration which applies to any "advanced support" not covered under the given Server Management Services and defined in section 1.8 includes the following. Servers have an specified amount of "advanced hours" that are included. In the event these are exceeded billable system administrations will apply, based on approval from client.
- System Administration of the client's server.
- Software installations performed by eUKhost LTD.
- Virus and Security Scans of the server.
- Configuration of the operating system, services provided on the server.
- Security auditing and resource management & efficiency of the server.
4. Server Hardware for Dedicated Servers
4.01 Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array.
4.0.2 Hardware Replacement Guarantees and service levels are defined as applying to servers less than 24 months in production and apply to only the Dell PowerEdge line of servers. Two Hour Hardware Replacement is only available to specific Dell Platforms at our Maidenhead Datacenter.
4.0.3 Hardware Replacement will occur within two hours of the reported problem, eUKhost LTD. will refund 5% of the monthly fee per additional one hours of down time (up to 100% of customer's monthly fee).
4.04 Restoration is defined as returning the server to its original configuration, as per the date the server first went live on the network. If hardware failure causes corrupted operating system, data files, or damaged service configurations, eUKhost LTD. will restore the system to its original state however possible.
4.0.5 Hardware Upgradation:- The cost of the hardware peripherals at the time of ordering the server & on subsequent upgrades would be different. A one time setup fee would be applicable in all cases.
4.06 eUKhost LTD. is not responsible for the restoration of data to server. If hardware failure is experienced and subsequent data loss occurs, client is ultimately responsible for data restoration. eUKhost LTD. shall not be liable for loss of data under any circumstances.
4.07 eUKhost LTD. does not take responsibility for the overall security of servers. If servers are compromised in any way, eUKhost LTD. reserves the right to immediately audit the server. Our medium to upper-tier dedicated service plans receive monthly security auditing, per request, as part of our overall Server managed services program but security is the responsibility of the client. eUKhost LTD. reserves the right to cancel service if servers are compromised via the implementation of weak password schemes, elderly backend application content and scripting, or via other blatant disregard to simple security measures. A fee of £30.00 per hour will be incurred in respect to any security related work performed due to any such server being compromised by negligence on the part of the server owner.
4.0.8 Server Migration:- If a customer wishes to migrate from one dedicated server to another dedicated server, they would have to go through the 30 (thirty) day notice period for the old server also. The old server would have to be cancelled & a new server order would have to be placed. Data migration would commence only after both the formalities have been completed. There would be no charges for migration of data when it has to be done from one server of eUkhost.com's network to another server within the same network. Customer charges are applicable for data to be moved into eUKhost.com's servers. Charges would be applicable on a per - case basis.
This Agreement and all attachments or Exhibits supersede any and all other agreements, either oral or in writing, between the parties with respect to the matters stated herein, and this Agreement contains all of the covenants and agreements between the parties with respect thereto. This Agreement may be amended or modified only in writing, and shall be effective only after affixation of both parties' signatures.
By signing this agreement you are activating your account on a Month-to-Month basis. Term Service Plan are available by contracts provided by [email protected]
Term Service Plan. You may be eligible for a fixed length Dedicated Server/Co-Location Service Plan ("Term Service Plan") or for a month-to-month Service Plan ("Non-Term Service Plan"). Except as permitted by the Agreement, you must maintain service with us on your Term Service Plan for the minimum term of 1 Year associated with that Term Service Plan. To execute this option please contact [email protected]
Your Service Plan sets out the charges for Services and is your Service Plan until that Service Plan is changed, you switch to a different Service Plan, or your Services terminate.
Termination. Termination Of Service Plan. EXCEPT AS PERMITTED BY THE AGREEMENT, IF YOU TERMINATE YOUR TERM SERVICE PLAN BEFORE THE END OF THE TERM, OR IF WE TERMINATE SERVICES FOR VIOLATIONS OF THIS CONTRACT BEFORE THE END OF THE TERM, YOU WILL BE REQUIRED TO PAY THE EARLY TERMINATION FEE of 50% of the remaining contract. After the expiration of the term, the Terms relating to Non-Term Service Plans apply.
Termination. Non-Term Service Plan. If you are on a Non-Term Service Plan, you may terminate Services at any time by giving us notice.
Client agrees that the order placed online is accurate that all services requested from eUKhost LTD. are contained within this agreement.