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| 1.1 |
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Service Description |
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This
STANDARD service provides for the provisioning
of a secure environment, Internet connection and
resilient power for a customer's dedicated server
(i.e. Convergenic Linux Server and Convergenic
Windows Server) provided by Convergenic for the
term of the 12 month contract, and is renewed
upon subscription renewal. It includes network
monitoring and diagnostic action to confirm that
the server is responding to basic reflect tests.
This Standard Service Level Agreement (SSLA) is
applicable per server and sets out the levels
of technical support available in the event of
network unavailability and the limits of Convergenic
' s and the customer's own responsibilities as
regards the service. |
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| 1.2 |
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Security
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Customers
are not granted access to Convergenic's data centres
as part of this agreement. |
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| 1.3 |
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Backups
and recovery |
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This
service is not currently available on the Convergenic
Dedicated Server product range. |
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| 1.4 |
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Responsibilities
of Convergenic ¹ |
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Convergenic
will |
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Provide
a dedicated server configured to Convergenic's
"initial server build". |
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Provide a 100Mbps
network connection to the customer server
(Pipe). |
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Provide power (UPS)
to the customer's server. |
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Confirm that the
server responds to a reflect test ( Ping
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Maintain 99.99% Network
availability. |
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Maintain the customer
server in an appropriate environment as
defined in this document. |
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Provide DNS (Domain
Name Server) management for Domains registered
with Convergenic and on Convergenic's Name
Servers, at no additional charge ², during
the contract period: |
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Adding/removing domain names |
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Modifying zone
records |
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Managing DNS
configuration |
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Providing secondary
DNS (if requested) |
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| 1.5 |
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Responsibilities
of the customer |
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It
is the customer's responsibility to operate and
manage any dedicated server allocated to them,
to ensure the integrity and security of their
server Convergenic is not responsible for ensuring
the integrity and security of customer's servers.
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The
customer's responsibilities include but are not
limited to: |
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Carrying
out any configuration or customisation work
after the "initial server build". |
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Installing and maintaining
applications - ensuring applications are
appropriately and correctly installed, configured
and maintained including the interfaces
to the operating system. |
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Maintaining Operating
System Software at appropriate levels including
the application of available software patches
and updates ³ |
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Ensuring licenses
are held for all software on the server.
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Ensuring all non-essential
ports are closed for security purposes and
the provision of all necessary measures
to protect the server from possible hacking.
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Abiding by the terms
of use described in Convergenic's standard
terms and conditions: Terms
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Ensuring the security
of Convergenic network by changing passwords.
The customer should not disclose their username
and password to any third party, except
as required to provide support. |
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Check the URL listed
below in item 1.7 for notices of planned
downtime and scheduled maintenance on a
regular basis. |
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| 1.6 |
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Service
Credits4 |
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Should
the network become unavailable for more than 0.01%
of the time in any full calendar month, Convergenic
will issue the customer a credit against future
service subscription fees or equivalent charges
upon receipt of a written claim within 30 days
of the initial outage, whereby the total outage
period shall be the period from the outage incident
start time to the outage incident end time. The
credit is a sum equal to the amount of Service
Subscription Fee pro-rated for the period of the
Total Outage Time less the pro-rated sum for the
first 0.01% of the given calendar month. |
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| 1.7 |
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Removal
from Network |
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Convergenic
reserves the right to remove any customer server
from the network should Convergenic determine,
at its absolute discretion, that a server has
been compromised or in any way used inappropriately.
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Events
which may trigger such actions include,
but are not limited to: |
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Server
known to be involved in a DDoS (Distributed
Denial of Service Attack). |
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Server found to be
probing ports for vulnerabilities on other
servers. |
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Server is involved
in any form of illegal activity. |
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Server has been compromised
(Cracked/Hacked). |
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Server is causing
network disruption however caused. |
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Customer does not
comply with Convergenic's terms and conditions.
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| 1.8 |
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Planned
and emergency downtime |
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Convergenic
reserves the right to close down customer systems
with no notice should emergency maintenance become
necessary. For planned downtime, Convergenic will
post notices customers need to be aware of on
www.Convergenic.co.uk/maintenance/. |
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Planned
downtime is carried out rarely and only when absolutely
necessary. It is not expected that these planned
downtimes would exceed 8hrs per month. |
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| 2.0 |
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Activity/KPI
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| Installation
of server |
Instant installation upon ordering |
| Network
Uptime |
99.99%
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| Network
Availability |
The availability (determined by "ping tests")
of the network infrastructure provided between
the customer's server and the internet exchange.
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| 3.0 |
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Glossary
of terms |
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| Backup
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The activity of copying files so that they
will be preserved in case of equipment failure
or other catastrophe. |
| Crack
|
To
break into a computer system |
| DDoS
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A
distributed denial-of-service (DDoS) attack
is one in which a multitude of compromised
systems attack a single target, thereby
causing denial of service for users of the
targeted system. |
| DNS
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The
domain name system (DNS) is the way that
Internet domain names are located and translated
into Internet Protocol addresses. |
| Hack
|
To
modify a program/server, often in an unauthorised
manner, by changing the code itself. |
| Initial
server build |
Server
Operating System configured and set up with
the latest available patches and/or service
packs from the manufacturer. Additionally,
installation and configuration of any specific
third party software requested by the customer
and agreed by Convergenic upon initial order
placement. |
| Internet
Protocol (IP) |
The
method or protocol by which data is sent
from one computer to another on the internet.
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| KPI
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Key
Performance Indicator |
| Mbps
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Megabits
per second |
| Network
|
The
network infrastructure provided between
the customer's server and the internet exchange.
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| Ping
(echo test) |
A
basic Internet program that lets you verify
that a particular IP address exists and
can accept requests. |
| Pipe
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Provision
of un-contended network and Internet connectivity.
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| Power
|
Provision
of uninterruptible power supply. |
| UPS
|
Uninterruptible
power supply. |
| Reboot
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Power
recycling of the server. |
| Contract
Period |
The
12 month period for which the Convergenic
Server product is supplied by Convergenic,
and the Service Level Agreement applies.
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