Here is our operating agreement for your account. This is not all inclusive but it gives general guidelines to how things will be handled. Please let me know if you have any questions that are not outlined.
Pricing: $75.00/month per server Services included for per server: 24x7 monitoring 10 hours of support Updates / patches Custom work requests
Support boundaries: Support boundaries will remain at software issues on functionality of the server. Total Server solutions does not do any custom programming work as far as web development or custom programs to be made, we do however do custom scripts such as server backups and data replication via rsync or such. We will help in diagnosing hardware issues but we will not do any hardware repairs. If the issue is software then we will handle that. The datacenter is responsible for all raid configuration and OS reinstalls unless a KVM and Datacenter tech can be provided to assist with installing the OS remotely.
Only 5 hours per server are available for customer requests as the other 5 are allocated for OS and control panel updates.
For us to provide an effective management solution we always want to keep servers at a current OS. For all servers running Linux that are not on Redhat Enterprise Linux or Centos we can do migrations to this operating system seamlessly. The cost of the migration starts at $100.00 per server if you are not already on this. Example would be if you have a fedora server. The migration to the new OS will preserve all data and can be done at an off peak time such as overnight.
Control panel upgrades: These are included in your management. If we need to do upgrades on the control panel it will count against your available management hours. In the instance an OS upgrade is needed to do the control panel upgrade the same pricing would follow as stated above.
Response times: Depending on the issue it may take longer then 10 minutes to resolve the issue but the ticket should always have been started to be worked on within 10 minutes of submission. Servers or services that are reported down by our monitoring applications should be rebooted within 5 minutes of being reported down. This allows us time to login to where we need so we can reboot the server. Our monitoring application polls every 90 seconds.
Support methods: The primary channel of support will be the helpdesk. Issues can either be sent via email to support@totalserversolutions.com or a ticket can be submitted at https://www.my-tss.com/helpdesk/ Both of these ways accomplish the same thing. We have an IRC server setup for customers to chat live with us as we work on there issue. This server is IRC.totalserversolutions.com (SSL port - 6697, Regular port - 6667) and is under SSL if you have an SSL enabled IRC client. When using IRC for support you must first submit a ticket to the helpdesk. Without a ticket into the helpdesk no work will be done, this is how issues are tracked.
Allocated Hour Depletion: If the 5 hours included with the service plan are exceeded TSS will provide an estimate for the additional amount of work required. Once authorization is given we can continue work but until then work will cease once the alloted system administration time has been exceeded.
Reccomendations: Upon request from a client for reccomendations on any type of solution TSS can offer several differnt options depending on many factors if available. TSS reserves the right to require the client to follow through with any reccomendation if deemed necessary; including but not limited to - backup solutions, OS upgrades and Hardware upgrades. Failure to adhear to our reccomendations can result in suspension or cancelation of the service contract. All reccomendations are done in the best intrest of both parties to provide the best service possible.
Thank You, Gary Simat Total Server Solutions