Support Policy
Vine Hosting will perform the initial installation and security patches for hosting clients using the WEC Typo3 CMS software, provided they are using the Vine Hosting centralized Typo3 WEC install, at no additional cost. Clients that install their own Typo3 COR are responsible for all software support.
Vine Hosting will automatically update and patch the WEC Common Configuration on Fully Managed Dedicated systems for clients , at it's best discretion. Vine Hosting may assist with non-WEC updates, extensions, and security patches for Managed Dedicated Clients using the WEC Typo3 are dealt with on a case by case basis, at a rate of $85/hour.
Operating System: Vine Hosting will perform the initial installation and security/kernel patches and/or updates of any supported operating system, at no additional cost. Vine Hosting supported operating systems currently include: Fedora™ , Windows™ Server 2003, & 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 $85.00. Vine Hosting will assist with troubleshooting and repairing basic operating system problems for supported operating systems. Vine Hosting 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 Vine Hosting supported control panel--regardless of operating system selected. Vine Hosting supported control panels currently include CPanel™ & Plesk ™. Co-Location clientele are charged a flat rate of $85.00 per operating system installation or re-installation.
Control Panel: Vine Hosting 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, Vine Hosting 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). Vine Hosting 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. Vine Hosting 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). Vine Hosting, 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). Vine Hosting will install supported control panels purchased through Vine Hosting, at no additional charge, for Co-Location & External Licensing clientele. Re-Installation of control panels purchased through Vine Hosting for Co-Location & External Licensing clientele, for any reason, will be charged a flat rate of $39.95. Support for control panels purchased through Vine Hosting, for Co-Location & External Licensing clientele, will be billed at a rate of $85/hour. Installation of Vine Hosting supported control panel software requires, and will only be performed on, freshly installed operating systems.
Software Updates/Patches and O/S Upgrades: Vine Hosting will assist, upon request, with control panel updates and security patches on any system running a supported operating system and utilizing a Vine Hosting supported control panel. Vine Hosting supported control panels may automatically update, including their installed 3rd party software, and may be user-configureable whether or not to do such. Vine Hosting may assist with control panel updates and security patches of systems running alternative operating systems, or not utilizing a Vine Hosting supported control panel, dealt with on a case by case basis, at a rate of $85/hour. Vine Hosting will automatically update and patch Fully Managed systems, at it's best discretion. Vine Hosting 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 $85/hour.
HARDWARE
Maintenance and Replacement: If any hardware component on a Vine Hosting supplied system fails, Vine Hosting will replace it free of charge. All operating systems, supported and non-supported, as well as software/configurations installed prior by Vine Hosting, 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 $85/hour.
DATA RECOVERY/BACKUPS
Vine Hosting 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 Vine Hosting or control panel supplied backup software enabled, or may purchase a managed backup solution from Vine Hosting.
Hardware Failure: All operating systems, supported and non-supported, as well as software/configurations installed prior by Vine Hosting, will be re-installed at no additional cost to the client, in the case of failed hardware.
If backup storage does not exist, Vine Hosting will re-install the operating system and software/configurations previously installed by Vine Hosting, 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 Vine Hosting or control panel supplied backup software enabled on the backup storage, Vine Hosting will re-install the operating system and software/configurations previously installed by Vine Hosting, 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. Vine Hosting, at it's discretion, may assist with data restoration at a rate of $85/hour.
If a managed backup solution exists, and Vine Hosting or control panel supplied backup software was enabled, Vine Hosting will re-install the operating system and software/configurations previously installed by Vine Hosting, 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 Vine Hosting Virtual Hosting as well as Fully Managed clientele, however, Vine Hosting always recommends purchasing additional Remote Backup services as well.
Vine Hosting 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 Vine Hosting, 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.
Software Failure and Hacked/Compromised Operating Systems: Operating system re-installation by Vine Hosting will be charged a flat rate of $85.00, 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, Vine Hosting will re-install the operating system and software/configurations previously installed by Vine Hosting, 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 Vine Hosting or control panel supplied backup software enabled on the backup storage, Vine Hosting will re-install the operating system and software/configurations previously installed by Vine Hosting, 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. Vine Hosting, at it's discretion, may assist with data restoration at a rate of $85/hour.
If a managed backup solution exists, and Vine Hosting or control panel supplied backup software was enabled, will re-install the operating system and software/configurations previously installed by Vine Hosting, 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 Vine Hosting Virtual Hosting as well as Fully Managed clientele, however, Vine Hosting always recommends purchasing additional Remote Backup services as well.
Vine Hosting 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.
Co-Location clientele are responsible for their own hardware replacement and re-installation of operating system and software/configurations. Operating system re-installation by Vine Hosting will be charged a flat rate of $85.00, 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. Vine Hosting 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). Vine Hosting, at it's discretion, may assist with data restoration at a rate of $85/hour, dealt with on a case by case basis.
Consulting/Networking clientele, utilizing Vine Hosting 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 Vine Hosting. If Vine Hosting is not performing data recovery, Vine Hosting 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
Vine Hosting 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 Vine Hosting default selection. Monitoring of multiple ports may be available at an additional cost. If a server fails to respond to a monitored protocol, Vine Hosting will manually attempt to check the status of the server via another protocol. Vine Hosting will automatically reboot systems that fail to respond after a second tested protocol fails. If the second tested protocol responds properly, Vine Hosting will attempt to log into the system to restore/restart service on the initial failed protocol that was being monitored. Vine Hosting does not charge for reboots to any system on the network. Reboots are generally performed within a 5 – 15 minute time frame.
It is the client’s responsibility to update Vine Hosting any time that the root password is changed on a system, otherwise Vine Hosting 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 Vine Hosting monitoring system ip addresses available to their system, and not blocked via firewall, and to notify Vine Hosting any time a port is changed on a monitored protocol or if a protocol disabled. Otherwise Vine Hosting 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 Vine Hosting monitoring system, Vine Hosting may at it's discretion cease monitoring such protocol. In some circumstances, Vine Hosting may override and change the root password to your system, in cases Vine Hosting deems such necessary to correct an urgent issue, or to remedy an AUP/TOS issue.
ABNORMAL SUPPORT
Vine Hosting 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 Vine Hosting 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 Vine Hosting to proceed with such work via the help desk.
Phone Support - Vine Hosting provides 5x8 phone support to clientele with "fully managed" support contracts. Weekend and after hours support is made available at a rate of $85/hr for dedicated and collocation clients. The Sales, Billing, & Customer Service Depts. are available via telephone for all clients, during normal scheduled business hours.
Internet Access – Vine Hosting’s responsibility to Internet Access clientele ends at the point of circuit handoff. This includes Client Premise Equipment (CPE), as well as router/switching hardware if supplied and managed by Vine Hosting. Abnormal Support provided due to constant client error or misconfiguration of such equipment will be billed at a rate of $85/hour. Vine Hosting will be the sole arbiter as to what constitutes Abnormal Support in such cases. Vine Hosting is not responsible for client's systems or software utilizing such services, but may at it's discretion assist with providing Consulting/Networking services at a rate of $85/hour. In cases of Spam, Spyware, and/or Virus issues, Vine Hosting may find it necessary to suspend service to clientele, until which time such issue is corrrected. Vine Hosting may at it's discretion assist with providing Consulting/Networking services, to assist with cleanup of Spam, Spyware, and/or Virus issues, at a rate of $85/hour.
· Contact Vine Hosting for any item/service not explicitly detailed.
