UnifiedNet MANAGED SERVICES DEFINITION & BACKUP POLICY

Environment:

Operating System: UnifiedNet; will perform the initial installation and test of any supported operating system, at no additional cost. UnifiedNet; supported operating systems currently include: Red Hat™ Linux 7+, FreeBSD™ 4+, Mandrake™ Linux 7+, Windows™ 2000 Server, & Windows™ Server 2003. UnifiedNet; will install and test, with customer permission, any and all operating system security and functionality patches, upon customer request, for UnifiedNet; supported operating systems. Re-installation of any server, for reasons other than hardware failure or hacked/compromised software, will be billed at a rate of $65/hour. UnifiedNet; will assist with troubleshooting and repairing basic operating system problems for supported operating systems. This includes basic advice on functionality and use of the supported operating systems. Support may be limited in regards to custom operating system configurations, for those clients choosing not to utilize CPanel™ (…or operating systems that do not support CPanel™), for configurations that CPanel™ would have pre-installed/pre-configured, if the client would have chosen to install CPanel™. CPanel™: UnifiedNet; will perform the initial installation and test of the CPanel™ software for any server ordered with such. If a managed server includes CPanel™, UnifiedNet; will support, free of charge, CPanel™ related problems and issues. This includes, but is not limited to, support of basic CPanel™ functions (ie: adding/removing accounts, dns functions, backup management, etc…) and limited support of CPanel™-installed 3rd party software (ie: proftpd, pureftpd, mailman, agora). UnifiedNet; will not provide support regarding CPanel™, or any of its’ 3rd party software inclusions, regarding issues of software bugs or failure, and such issues should be brought to the attention of the software vendors directly for support.

Hardware

Maintenance and Replacement: If any hardware component on a UnifiedNet; supplied server fails, we will replace it free of charge, within timeframes specified in the Service Level Agreement (SLA). All operating systems, supported and non-supported, as well as software installed prior by UnifiedNet;, 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, please see the section in the document entitled “Data Recovery/Backups”. Hardware Upgrades: Information on installation/setup fees and/or monthly fees for hardware upgrades is available at http://www.UnifiedNet.net/orders.shtml or http://www.burst.net/orders/ via the “Features Add-On/Upgrade Form”. Upgrading hard drives to a different size or type of drive, requiring the transfer of data and/or operating system and software re-installation, will be billed at a rate of $65/hour.

DATA RECOVERY/BACKUPS

UnifiedNet; does allow Managed Virtual Hosting clients to install their own chat rooms. However, these tend to be large system hogs and may fall into the usage limitations clause. We do provide a html based cgi chat room that runs without hindering the performance of the machine for others. You are free to run your own chat script, as long as it does not hinder server performance.

GENERAL

Monitoring: UnifiedNet; will monitor a single port on each server, to verify that the server is operational. The default port that is monitored is HTTP (Port 80), however, on servers that do not respond to such, monitoring is performed via another port. Available monitoring ports are HTTP, SMTP, FTP, and PING. The customer may request that a specific port is monitored, rather than the UnifiedNet; default selection. Monitoring of multiple ports may be available at an additional cost. If a server fails to respond to the monitored port, UnifiedNet; will attempt to check the status of the server via another port. UnifiedNet; will automatically reboot servers that fail to respond after a second tested port fails. If the second tested port responds properly, UnifiedNet; will attempt to log into the server to restore/restart service on the initial failed port that was being monitored. It is the client’s responsibility to update UnifiedNet; any time that the root password is changed on a server, otherwise UnifiedNet; will be unable to restore/restart failed monitored services automatically, and will not be held liable for failing to do such.

The following services are not included in UnifiedNet; managed support, however, are available as “Abnormal Support” billed at a rate of $65/hour:

1. Non-supported operating system installation/configuration/troubleshooting.

2. Operating system reinstallation, for reasons other than failed hardware or hacked/compromised software. 3. Custom software installation: UnifiedNet; may, at their discretion, assist with custom 3rd party software installation; however, the software will not be supported past installation.

4. Upgrading hard drives to a different size or type of drive, requiring the transfer of data and/or operating system and software re-installation.

5. Any and all work performed for non-managed and/or co-location clients.

* Contact UnifiedNet; for any item/service not explicitly detailed.