Service Level Agreement

Laste Updated: 18/03/2020

Powerful Box VPS Hosting SLA

Powerful Box Dedicated Servers SLA

Powerful Box Shared Hosting SLA


Powerful Box VPS Hosting SLA

Powerful Box are responsible for managing and pro-actively monitoring the following:

Data centre facility including power and cooling

Network infrastructure and connectivity insofar as under the control of Powerful Box

VPS Hypervisor including overall resource usage

Physical serve the VPS is located upon (also known as a Node)


VPS Standard management

All VPS include our standard level 1 management package which consists of the

Pro-active monitoring of the running status of the VPS operating system

Powerful Box will monitor the running status of the VPS operating system. In the event the operating system is in a stopped state, pro-active action will then take place to return the VPS to an active state.


Pro-active monitoring of the network connectivity to the VPS

Powerful Box will monitor the connectivity of the VPS in the form of regular pings (ICMP packets) In the event of 100% packet loss, an Powerful Box engineer will be assigned to pro-actively investigate.


Reactive 24x7x365 technical support for all pre-installed software

Powerful Box shall provide reactive 24/7/356 technical support for all pre-installed software when configured under an Powerful Box approved configuration.


Software installation and software upgrade/downgrade service

You may request installation of additional software, alternative versions of pre-installed software or upgrades/downgrades to existing software.

Some software may cause compatibility issues, instability issues, pose a security risk or have a significantly increased management requirement. Therefore, it is at Powerful Box sole discretion as to whether to accept an installation request or not.


Critical software patches

For OS and pre-installed software, Powerful Box will enable automatic installation of critical patches where possible, It is at the sole discretion of Powerful Box as to what is considered a critical patch.

Windows based servers will be provided with Windows Update turned on and configured to download and install critical updates. You may at your own discretion modify the time of day updates are installed; you can disable windows updates at your own discretion.

Servers installed with a control panel will have the control panel configured to install security updates by default; you may at your own discretion choose to turn updates off. By turning updates off.

For SLA purposes, a VPS that requires rebooting due to patching will be considered to be down due to maintenance and this will not considered as an outage.


Backups

All Powerful Box VPS Hosting packages come with weekly snapshot backups and can be restored anytime via your client area.

However Powerful Box is not responsible for any data lose and not limited to hardware failure, data corruption, virus infection, malware, hacking or human error.


Root/Administrator access

All VPS are provided with root level access on Linux and Administrator level access on Windows. This provides unrestricted access to the VPS and as a result performing tasks as the root or administrator user may have severe implications in regards to the VPS security and stability.

Powerful Box strongly recommends where possible you use the provided control panel or make use of Powerful Box VPS management service for VPS administration.

By logging on with root or administrator privileges you accept the following conditions:

Powerful Box are not responsible for any loss of data, damage, outages or instability resulting from changes made while logged in.

Changes made while logged in may not be supported under the Powerful Box management agreement and any configuration changes that cannot be supported will render the server self -managed.

Powerful Box advise that you consult technical support if you have any doubts whether a change will be supported under the management agreement.

It is your responsibility to ensure the password is kept secure and is not shared with untrusted parties.

You are responsible for any changes made by any employees or third parties you have given access to the server.


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Powerful Box DEDICATED SERVERS Hosting SLA

All DEDICATED SERVERS include our standard level 1 management package which consists of the

Pro-active monitoring of the running status of the DEDICATED SERVERS operating system

Powerful Box will monitor the running status of the DEDICATED SERVERS operating system. In the event the operating system is in a stopped state, pro-active action will then take place to return the DEDICATED SERVERS to an active state.


Pro-active monitoring of the network connectivity to the DEDICATED SERVERS

Powerful Box will monitor the connectivity of the DEDICATED SERVERS in the form of regular pings (ICMP packets) In the event of 100% packet loss, an Powerful Box engineer will be assigned to pro-actively investigate.


Reactive 24x7x365 technical support for all pre-installed software

Powerful Box shall provide reactive 24/7/356 technical support for all pre-installed software when configured under an Powerful Box approved configuration.


Software installation and software upgrade/downgrade service

You may request installation of additional software, alternative versions of pre-installed software or upgrades/downgrades to existing software.

Some software may cause compatibility issues, instability issues, pose a security risk or have a significantly increased management requirement. Therefore, it is at Powerful Box sole discretion as to whether to accept an installation request or not.


Critical software patches

For OS and pre-installed software, Powerful Box will enable automatic installation of critical patches where possible, It is at the sole discretion of Powerful Box as to what is considered a critical patch.

Windows based servers will be provided with Windows Update turned on and configured to download and install critical updates. You may at your own discretion modify the time of day updates are installed; you can disable windows updates at your own discretion.

Servers installed with a control panel will have the control panel configured to install security updates by default; you may at your own discretion choose to turn updates off. By turning updates off.

For SLA purposes, a DEDICATED SERVERS that requires rebooting due to patching will be considered to be down due to maintenance and this will not considered as an outage.


Dedicated Server Hardware

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.

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. Four Hour Hardware Replacement is available.

Hardware Replacement will occur within Four hours of the reported problem, Powerful Box. will refund 5% of the monthly fee per additional one hours of down time (up to 100% of customer's monthly fee).

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, Powerful Box will restore the system to its original state however possible.

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.

Powerful Box 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. Powerful Box shall not be liable for loss of data under any circumstances.

Powerful Box does not take responsibility for the overall security of servers. If servers are compromised in any way, Powerful Box 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. Powerful Box 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.

Backups

Powerful Box is not responsible for any data on your dedicated server unless you have brought a backup solution from us..


Root/Administrator access

All DEDICATED SERVERS are provided with root level access on Linux and Administrator level access on Windows. This provides unrestricted access to the DEDICATED SERVERS and as a result performing tasks as the root or administrator user may have severe implications in regards to the DEDICATED SERVERS security and stability.

Powerful Box strongly recommends where possible you use the provided control panel or make use of Powerful Box DEDICATED SERVERS management service for DEDICATED SERVERS administration.

By logging on with root or administrator privileges you accept the following conditions:

Powerful Box are not responsible for any loss of data, damage, outages or instability resulting from changes made while logged in.

Changes made while logged in may not be supported under the Powerful Box management agreement and any configuration changes that cannot be supported will render the server self -managed.

Powerful Box advise that you consult technical support if you have any doubts whether a change will be supported under the management agreement.

It is your responsibility to ensure the password is kept secure and is not shared with untrusted parties.

You are responsible for any changes made by any employees or third parties you have given access to the server.

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