Monitoring
Making sure that the system is fully operational, a single protocol on each system is being kept watch. 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). We do not charge for reboots to any system on the network.

Hardware
In the case of failed hardware, we shall re-install all operating systems, supported and non-supported, as well as software/configurations previously installed at no additional cost to the client. If any hardware component on a our supplied system fails, we will replace it free of charge, within timeframes specified in the Service Level Agreement (SLA).

Software
Free of charge on the initial installation and security/kernel patches and/or updates of any supported operating system, control panel, patches/updates. We will assist you with troubleshooting and repairing basic operating system problems for supported operating systems. Re-installation of any server, for reasons other than hardware failure, will be charged a flat rate of $90.00.

Database Backups
We recommend that each client purchase backup drives and/or backup storage and perform their own backups. Any hardware failure, which we shall replace as stated earlier, we will also 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. Though we cannot guarantee full, or even partial, recovery of data from a failed drive, we shall work to the limit of their abilities to restore data from the failed hardware, based on defined policy and procedure.

Compromised OS
Operating system re-installation will be charged a flat rate of $90.00, and assistance with software/configurations and/or data recovery will be billed at a rate of $90/hour, in the case of a system suffering software bugs or operating system compromise.

Call-In Support
We only provide 24/7 phone support to clients subscribed on "full managed service". "Basic managed service" includes support for reboots and emergencies ONLY. Should clients under "basic managed service" request for phone support, he will be billed at a rate of $70/hour.

* Contact NexusWebLinks™ for any item/service not explicitly detailed.